Politeness Training — Retail 2: Handling Complaints BE

The language of complaint-handling — acknowledging, apologising, and resolving without sounding defensive or dismissive.

Choose the most natural-sounding response. LEVEL: Advanced

1. A customer says the product they bought stopped working after a week. What is the most professional response?
2. A customer is angry and raising their voice. What should you do first?
3. A customer says "this is not good enough." What is the best response?
4. The customer says they were told something by a colleague that turns out to be incorrect. What do you say?
5. A customer is unhappy with the resolution you've offered. What should you say?
6. A customer says they've already complained once and nothing was done. What is the right response?
7. After resolving a complaint, what is a good way to close the conversation?
8. A customer says the queue was too long. What should you say?
9. A customer asks why the policy is the way it is. What is the most professional response?
10. A customer asks for your name after a difficult interaction. What should you do?
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More exercises like this Politeness Training — Retail 1: Sales Floor Politeness Training — Retail 3: Upselling Politely Browse all Politeness Training exercises →
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