No _____________ how good your product is, no matter how dedicated you are to providing good customer service, at some point, one of your customers is going to get angry about something.
matter
important
different
The question is, how do you ____________ small business issues like this?
Treated
Handle
Deal
____________ it the wrong way, and you may lose a customer forever.
Go about/ Handle/Deal with
When a customer calls or comes into your business with a complaint, they need to be ____________.
listened
heard
speak
Resist the temptation to cut them off to begin _____________ the problem until you have their full side of what the problem is.
fixing/sorting out/resolving
Be patient, let them explain why they’re ___________, and wait for them to finish before you respond.
upset/unhappy, angry
Once the customer has explained why they’re upset, the first words should be ___________________ .
“I’m sorry.”/"I apologise"/"I do apologise".
It doesn’t matter whether your business is in the wrong or not, the best way to immediately defuse the situation is to ______________.
apologise
A simple, “I’m sorry you’re having trouble,” can ________ the customer ________ so you can have a more productive discussion and get to the real root of the problem.
calm down
Before you begin trying to come up with ways to please the customer, ask them what it will take to __________things right.
make
They may already have something in ___________.
common
head
mind
Being able to influence this word-of-________ advertising is essential in creating a credible brand.
ear
mouth-ear
mouth
Do you want your money back? No trouble, I'll offer you a ______________ .
refund
What is the opposite of 'satisfied'?
unsatisfied
dissatisfied
insatisfied
I'm extremely dissatisfied with your service. I'm going to post a negative ___________ on Google.
commentary
review
remark
