16 May 2018

Complaint Handling – Selective Agreement Technique

Sometimes it can be difficult to communicate with a customer who is unhappy with the service received and uses negative words to describe their thoughts about the company and its staff

A natural instinct is to defend yourself and the company, as you feel the accusations are unfair.
However, you know this will only fuel the customer’s anger

Watch my video to see two roleplays and decide which approach you would take

Click the link to watch the video

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