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Angry Customers

Introduction

Read through the following text and look up any vocabulary you are not sure about before answering the questions.

Every business wants its customers to be happy, but sometimes things don’t always go to plan and you can end up with a customer that is not only unhappy but also angry. Dealing with an angry customer can be a very difficult situation for the staff, and often they don’t know exactly what they should do when faced with an angry customer.

In most cases, the priority is damage limitation with the intention of turning an angry customer into a satisfied customer or in an ideal world a happy customer.

Vocabulary

Try and use the following vocabulary when answering the question. Click to look up the definition in the dictionary
  • customer (noun)
  • angry (adjective)
  • client (noun)
  • priority (noun)
  • damage limitation (noun)
  • go to plan (idiom)
  • approach (noun)

The Question

Try and have a conversation for 2-3 minutes answering the following question.
What is the best way to deal with angry customers?

Additional Questions

Keep the conversation going with these follow questions related to Angry Customers
  • Have you ever had to deal with an angry customer or client?
  • Why do you think some customers become so angry?
  • What general approach do you think a business should take towards angry customers?
  • Do you think it is ever possible to turn an angry customer into a happy customer?

Teacher Resources

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