Lesson 4 of 5

Handling customers politely, even angry ones

Calm steps to turn a complaint into a happy customer.

3 min +10 points

Every customer matters

Smile, make eye contact and greet people as they come. Use "sir", "madam", "please" and "thank you". Small manners make customers come back, and owners notice.

When a customer is angry

1Listen fully. Don't interrupt.
2Stay calm. Don't take it personally.
3Say sorry for the trouble: "I am sorry this happened."
4Fix it if you can, or call your supervisor if you can't.
5Thank them for telling you.

Things to never do

Never argue or shout back.
Never use bad words, even if they do.
Never promise something you cannot do.

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Quick check

Get 2 of 3 right to finish this lesson.

1 What is the first thing to do when a customer complains?

AListen fully without interrupting BExplain why they are wrong CWalk away

2 You cannot fix the customer's problem yourself. What do you do?

APromise anything to make them leave BSay sorry and call your supervisor CArgue with them

3 A customer shouts bad words at you. What is best?

AShout back BStay calm, don't use bad words, and get your supervisor if needed CLeave the job

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