Handling complaints and difficult conversations

What you'll learn

1. 1

   Imagine a customer is angry because their parcel arrived late. You need to listen and help.

2. 2

   When a customer is upset, what should you do first?

3. 3

   Let's handle a complaint together: 'My order is 3 days late!'

4. 4

   Build the perfect apology sentence by tapping the right words.

5. 5

   Which of these is the best way to start a difficult conversation?

6. 6

   Drag each problem to the best solution. Match them up!

7. 7

   You've fixed the problem. What's the last thing you say?