Drag the tiles to the correct boxes to complete the pairs.
A sequential approach is often useful to handle angry customers. Match the steps in the sequence with examples of what employees can say to
begin or lead the conversation in each step.
focus the discussion
express empathy
propose a solution
restate the problem for confirmation
"I can understand what it must feel like
after..."
"I am going to share with you the steps
needed to
"Please help me to understand your problem
by sharing more details..."
"Let me make sure that I have understood