You are a customer support agent at a tech store and at the moment, you’re at work.
A customer walks in looking a bit flustered and clearly in a rush.
When you approach her, she explains that on the way to work, she received a payment notification for the new contract with our company, but claims that she has been overcharged. Now she’s here and late for work.
The main challenge is to know how to approach the customer in order to resolve the problem. You need to check if the problem exists, and how to solve it in a short time frame. Otherwise, the customer gets angry and storms out the store.
At the end of this training, you should be more prepared on how to handle a dissatisfied, angry or complaining customer.