A2–B10:42
A customer called me today, very angry.
A customer called me today, very angry.
Her order arrived late and broken.
Her order arrived late and broken.
I said, 'I am really sorry this happened.'
I said, 'I am really sorry this happened.'
Then I just listened to her.
Then I just listened to her.
She talked for five minutes.
She talked for five minutes.
I did not interrupt her.
I did not interrupt her.
After that, her voice got softer.
After that, her voice got softer.
I said, 'Let me make this right.'
I said, 'Let me make this right.'
I offered a new item and a refund.
I offered a new item and a refund.
She said that sounded good.
She said that sounded good.
We fixed the problem in ten minutes.
We fixed the problem in ten minutes.
I am going to stay with you until it is sorted.
I am going to stay with you until it is sorted.
How I Calmed an Upset Customer
by @noah_study