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What is the best way to deal with angry customers?

Introduction

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

Conversation Summary

Every business wants their 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.

Questions

  • 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?

Key Vocabulary

  • Customer noun
  • Client noun
  • Angry adjective
  • Priority noun
  • Damage limitation noun
  • Go to plan idiom
  • Deal verb
  • Face verb
  • Intention noun
  • Satisfied adjective
  • Turn verb
  • Approach noun
  • Exactly adverb

Question Details

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