Lesson 20
How would you handle an angry client?

Bill: How would you handle that kind of conversation?
Merry: I would say that I'm very sorry about what’s happening to their clothes, the damage - and we would like to compensate the customer for the damage that has been caused.
Bill: And in saying sorry, of course, you're kind of accepting responsibility for this damage. But we don't really know whether the washing powder caused it or the washing machine. So, I’m wondering, is there another… is there something else you could do in there when you’re trying to calm them down. Is there something else you could do?
Merry: Maybe I would ask why this thing happened. What actually the customer did with the washing powder and the clothes – yes, just trying to get some more information about this.