Politeness Training — Retail 4: Difficult Customers AE

Staying calm, professional, and polite with difficult customers — the language that de-escalates without being a pushover.

Choose the most natural-sounding response. LEVEL: Advanced

1. A customer is being rude to you. What is the most professional way to respond?
2. A customer insists your policy is wrong. What do you say?
3. A customer accuses you of not caring. What is the best response?
4. A customer keeps interrupting you while you're trying to explain something. What do you do?
5. A customer threatens to leave a bad review. What is the most professional response?
6. A customer is demanding something that goes clearly against policy. What do you say?
7. A customer apologises for having been rude. What is the right response?
8. A customer has been waited on by three different members of staff and is getting more frustrated each time. What should you say?
9. A customer is wrong about a fact but is very sure of themselves. What is the most diplomatic way to correct them?
10. After a difficult interaction, what should you do?
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More exercises like this Politeness Training — Retail 3: Upselling Politely Politeness Training — Retail 5: Professional Language at Checkout Browse all Politeness Training exercises →
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