Customer service starts with you

Keeping cool with angry customers

How can I help you today?

My laptop won’t work!

Stay calm, picture…

Don’t take it personally, he is a person who has a problem and you are there to help.

Fabio Male Model

Does the laptop have

power?

Yes, but after a while, the fan gets hot

and the power shuts

down.

Talk calm and ask questions that get to the root of the problem

Sounds like the laptop needs cleaning , I will get you an address on where to drop it off.

I appreciat

e your help

Solving the customer’s problem usually makes the anger go away.

But what if the customer stays angry?

Listen to what the customer has to say

What I here is that your computer

gives you an error when you try to

read a disk

Empathize with the customer

I know I don’t like it when my computer

won’t do what I want and gives me

errors

Keep positive

I would be happy to help you with your

issue

Assure they will be taken care of

As one of our customers, I can help you find a

service center in your area

Be honest

The service center said it will take up to 7 business days

for the repair

What if they insist on something your cannot give?

I am sorry, your

keyboard is no longer

under warranty

I do not care, you fix

it!

Try and find they another answer

We offer great

features in our latest models of keyboards

Try and find they another answer

Let me share with

you some of those

features

Try and find they another answer

I can provide you with a local

dealer’s address

Thanks for the help

Customer service starts with you