1. Step-by-Step Approach

Step 1: Greeting
I welcomed the customer warmly, even though they looked upset. I maintained eye contact, smiled gently, and used a calm tone to set the mood: “Good afternoon, welcome back. How can I help you today?”

Step 2: Listening without interruption
The customer immediately raised their voice, saying the product was faulty and they were very frustrated. I let them speak without cutting them off, nodding to show I was listening.

Step 3: Acknowledging emotions
I acknowledged both their frustration and the inconvenience: “I can see this has really caused you trouble, and I understand how upsetting it must be when a product doesn’t work as expected.”

Step 4: Clarifying the problem
Once they calmed slightly, I asked open-ended questions to clarify: “Can you tell me exactly what went wrong with the product?”

Step 5: Taking responsibility
Instead of blaming the manufacturer, I owned the situation on behalf of the store: “Thank you for bringing this to our attention. We’ll take care of it right away.”

Step 6: Offering solutions
I gave the customer two clear options: (1) an immediate replacement with a new working product, or (2) a full refund.

Step 7: Going the extra mile
I added a goodwill gesture: “To apologize for the inconvenience, I’ll also include a discount voucher you can use on your next purchase.”

Step 8: Confirming resolution
I asked: “Would the replacement work best for you today, or would you prefer a refund?” This put control back in their hands.

Step 9: Closing positively
Once resolved, I thanked them: “I appreciate your patience. I’m glad we could fix this, and we hope to serve you better next time.”

2. Written Dialogue (Role-Play Script)

Customer (angry): “This product doesn’t even work! I just bought it last week and it’s already broken. I’m so tired of wasting my money here!”

Support (calm, empathetic): “I’m really sorry to hear that, I can see how frustrating this must be. Let’s take a look together and fix this for you.”

Customer (still upset): “I shouldn’t even have to come back for this, it’s so inconvenient.”

Support: “You’re absolutely right, it should’ve worked perfectly the first time. Thank you for coming in today so we can make it right.”

Customer: “Well, what can you do?”

Support: “You have two options— we can replace this with a brand-new one immediately, or I can process a full refund for you. To apologize for the trouble, I’ll also add a voucher for your next purchase.”

Customer (calming): “Alright… a replacement will do.”

Support (smiling): “Perfect, I’ll get that ready for you now. Again, I truly appreciate your patience. We value you as a customer.”

3. Resolution Plan

Immediate action: Provide either replacement or refund (customer’s choice).
Empathy: Acknowledge frustration sincerely.
Ownership: Avoid blame-shifting— take responsibility as the representative.
Service recovery: Add a goodwill gesture (voucher/discount).
Follow-up: End positively, confirming that the customer feels satisfied.

4. Reflections & Tips

What I learned:

The first step to diffusing anger is listening—people calm down when they feel heard.
Apologizing sincerely (without excuses) builds trust.
Offering clear, simple solutions prevents escalation.
Adding a small “extra” (like a voucher) turns a negative moment into loyalty.

Tips for others:

Stay calm—never mirror the customer’s anger.
Use empathy phrases like “I understand how frustrating that must feel.”
Always give the customer choices—it gives them a sense of control.
End on a positive, thanking them for their time and patience.

Beatrice Nginga

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