A customer was shouting towards you and complaining that the electric he purchased Two (2) days ago was defective and
it’s the third time already that he asked for replacement but still the item was defective.
What will you do? And what steps are you going to make for you to be able to close the concern and let the customer calm
and with security?
Answer (1)
WHAT TO DO1. Stay Calm and Respectful – I will not argue or raise my voice. I will listen attentively even if the customer is upset.2. Acknowledge the Concern – I will say something like, “I understand how frustrating this must be for you. I’m sorry that this happened again.”3. Assure the Customer – Let the customer know that their concern is important and I will personally help solve it.Steps to Handle and Close the Concern:1. Listen Actively – Allow the customer to explain without interrupting.2. Apologize Sincerely – Give a genuine apology for the inconvenience caused.3. Check the Product History – Review the past replacements and confirm the defect.4. Provide Immediate Solution – Offer options such as:A replacement with a different brand/model, orA full refund if replacement still fails.5. Coordinate with Technical Team – Ensure the new product is tested before giving it to the customer.6. Explain Clearly – Walk the customer through what happened and the solution you are giving.7. Ensure Security & Calmness – Speak politely, assure them their issue is being resolved, and if needed, call a supervisor to assist.8. Follow Up – Give the customer a receipt, warranty info, and contact number for assurance.Goal:Calm the customer by showing empathy.Solve the issue permanently (not just another replacement).Make the customer feel valued and secure.
