Aim: To apply active listening techniques to deal with a difficult customer

1
get into flexible learning
AREDv2 Applications for Rapid E-learning
Development Workshop two Evelyn Flitman
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2
Decision Tree
get into flexible learning
Aim To apply active listening techniques to
deal with a difficult customer
flexiblelearning.net.au
3

Angry customer
flexiblelearning.net.au
4
Angry customer
acknowledge anger
get angry back
walk away
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5
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
flexiblelearning.net.au
6
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
flexiblelearning.net.au
7
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
flexiblelearning.net.au
8
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
they want a replacement
flexiblelearning.net.au
9
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
ask them to wait while you check with your
supervisor
they want a replacement
flexiblelearning.net.au
10
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
flexiblelearning.net.au
11
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
flexiblelearning.net.au
12
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
flexiblelearning.net.au
13
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
customer walks out annoyed
flexiblelearning.net.au
ENDPOINT
14
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
customer walks out annoyed
flexiblelearning.net.au
ENDPOINT
15
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
16
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
17
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
18
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
19
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
20
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
tell them its not so bad
customer gives more detail
call supervisor
ask what theyd like to happen
relate similar problem you had
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
21
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
ask what theyd like to happen
relate similar problem you had
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
22
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
ask what theyd like to happen
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
23
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
24
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
25
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
26
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
restate what they said in different words
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
27
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
28
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
29
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
customer still angry
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
30
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
customer still angry
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
31
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
customer still angry
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
32
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
supervisor calms customer then asks you what
happened what do you say?
customer still angry
customer gives more detail
customer starts to get angry again
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
33
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
supervisor calms customer then asks you what
happened what do you say?
customer still angry
customer gives more detail
customer starts to get angry again
tell them you were scared
didnt want to deal with customer till they
calmed down
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
ask what theyd like to happen
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
34
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
get angry back
supervisor calms customer then asks you what
happened what do you say?
customer still angry
customer gives more detail
customer starts to get angry again
tell them you were scared
didnt want to deal with customer till they
calmed down
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
supervisor not impressed
ask what theyd like to happen
ENDPOINT
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
35
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
supervisor calms customer then asks you what
happened what do you say?
customer still angry
customer gives more detail
customer starts to get angry again
tell them you were scared
didnt want to deal with customer till they
calmed down
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
supervisor not impressed
ask what theyd like to happen
ENDPOINT
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
36
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
supervisor calms customer then asks you what
happened what do you say?
customer starts becoming violent
customer still angry
customer gives more detail
customer starts to get angry again
tell them you were scared
didnt want to deal with customer till they
calmed down
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
supervisor not impressed
ask what theyd like to happen
ENDPOINT
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
37
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
supervisor calms customer then asks you what
happened what do you say?
customer starts becoming violent
customer still angry
customer gives more detail
customer starts to get angry again
go back and try to deal with customer
call police/security
tell them you were scared
didnt want to deal with customer till they
calmed down
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
customer apologises supervisor sends you to
training!
supervisor not impressed
ask what theyd like to happen
ENDPOINT
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
38
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
supervisor calms customer then asks you what
happened what do you say?
customer starts becoming violent
customer still angry
customer gives more detail
customer starts to get angry again
go back and try to deal with customer
call police/security
tell them you were scared
didnt want to deal with customer till they
calmed down
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
too little too late
customer apologises supervisor sends you to
training!
supervisor not impressed
ask what theyd like to happen
ENDPOINT
ENDPOINT
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT
39
Angry customer
acknowledge anger
get angry back
walk away
customer calms down and explains problem
start yelling abuse
situation worsens
keep ignoring
go back and try to deal with customer
restate what they said in different words
call supervisor
tell them its not so bad
get angry back
acknowledge anger
supervisor calms customer then asks you what
happened what do you say?
customer starts becoming violent
customer still angry
customer gives more detail
customer starts to get angry again
go back and try to deal with customer
call police/security
tell them you were scared
didnt want to deal with customer till they
calmed down
call supervisor
call supervisor
ask what theyd like to happen
relate similar problem you had
too little too late
manager hears what happened not impressed
customer apologises supervisor sends you to
training!
supervisor not impressed
ask what theyd like to happen
ENDPOINT
ENDPOINT
ENDPOINT
ENDPOINT
customer looks at watch says theyre in a hurry
supervisor says OK theyve had problems with
these goods before
ask them to wait while you check with your
supervisor
ask what theyd like to happen
they want a replacement
GOOD ENDPOINT
tell them theyll have to write to the
manufacturer
ENDPOINT
ask if theyd like to come back another time
supervisor deals with it but sends you to training
customer walks out annoyed
ENDPOINT
flexiblelearning.net.au
ENDPOINT