Subject: English Language Test - Mohd Kamil
From: Mohd Kamil <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Wed, 15 Feb 2023 23:39:30 -0500

| | Foreign Language Screening Test

Name | Mohd Kamil    /  (226001) 6307593339    / [email-masked]
Whats your first language | English

Based on your understanding of situation 1 above, assuming you are the customer service representative, please draft a response to customer's email. Please make sure that your email is grammatically correct and properly formatted.

Telling the customer your name and learning theirs may naturally place the interaction on a more cordial footing. Ask the customer their name, and then use it throughout and often during your conversation. This makes the interaction more personal and lets the customer know you care specifically about them rather than if you use a formal title such as "sir" or "ma'am." For example, "Mrs. Walters, I see here that you placed the order on May 5?" or "Let's see how many items were in your cart, Lester."Career Guide
Career development
How To Deal with Angry Customers (With Examples and Tips)
How To Deal with Angry Customers (With Examples and Tips)
Jennifer Herrity
Updated February 4, 2023

Published February 25, 2020

Jennifer Herrity is a seasoned career services professional with 12+ years of experience in career coaching, recruiting and leadership roles with the purpose of helping others to find their best-fit jobs. She helps people navigate the job search process through one-on-one career coaching, webinars, workshops, articles and career advice videos on Indeed's YouTube channel.

Nearly everyone who works in a service-based industry is likely to encounter an angry customer at some point in their career. Although dealing with an upset client might be challenging, these situations can be handled in a way that resolves complaints and retains the customer.

In this article, we explain the importance of calmly dealing with angry customers and we offer ways you can provide excellent customer service to dissatisfied customers.

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The importance of helping upset customers
Regardless of whether you feel responsible for the problem, it is always wise to deal politely and promptly with angry or upset customers. Some reasons include:

By communicating politely and finding a resolution, you can retain this customer for future transactions.
A customer who was pleased with how you managed the problem might reverse their view and give positive feedback to your supervisor or in an online review.
Solving the problem might show you how to fix an issue in the company to prevent this from happening again and thereby improve a part of the company's process.
Related: 9 Tips for Improving Your Customer Service Skills
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How to deal with angry customers
When you're interacting with an angry customer, there are certain things you can do to help resolve the situation. Here are some effective ways to deal with angry customers:

1. Stay calm
In some cases, a customer may be visibly distressed or angry. Despite their demeanor, stay calm and try to smile and maintain eye contact to show you're open to their feedback and invested in solving their concerns.

Even while communicating with clients over the phone, smiling conveys warmth in your voice although they can't see you. Using a low tone of voice might induce the speaker to also lower their pitch and volume.

Related: Nonverbal Communication Skills: Definition and Examples
2. Shift your mindset
It might be natural to think to yourself that the situation is not your fault. However, the success of this interaction hinges largely on you not taking the customer's anger personally. This can be done by switching from a mindset of finding blame (what or who caused this problem to happen) to a mindset where the goal is to find a solution. Saying something like, "Let's see how I can help," is a good way to signal this mindset. It also helps you handle the situation with less stress.

3. Acknowledge their distress
The first thing the customer is looking for from you is a recognition that something has happened to upset them. You can acknowledge their feelings without accepting blame by saying something such as, "I can see you're upset, and I'm so sorry."

4. Introduce yourself
Telling the customer your name and learning theirs may naturally place the interaction on a more cordial footing. Ask the customer their name, and then use it throughout and often during your conversation. This makes the interaction more personal and lets the customer know you care specifically about them rather than if you use a formal title such as "sir" or "ma'am." For example, "Mrs. Walters, I see here that you placed the order on May 5?" or "Let's see how many items were in your cart, Lester."

Related: How To Introduce Yourself Professionally
5. Learn about the person you are talking to
Understanding details about your customer, such as the extent of their knowledge on the subject, their age or their background, can help you connect with them and ease the interaction onto a friendlier plane. You can also tailor your conversation to be more useful. Some of this information can be deduced from the information you may already have on file, but you can ask cordial questions to ascertain other details.

For example, if you are speaking to an elderly customer who displays nervousness about technology, you might need to be more reassuring and speak without using jargon: "Don't worry, Mr. Styes; we'll get your computer up and running in no time." However, if you are speaking to someone whose language shows that they understand computers, you can explain the situation at a higher technical level.Always remember that if a customer is abusive to you or your employees, you should think of safety first and cut short the interaction. However, in all other cases, by remaining calm and sympathetic, and sincerely striving to find a solution to the customer's complaint, an angry customer can leave the business a satisfied and committed long-term client.

Based on the Situation 2 above, please draft an email response to the customer. You don't necessarily need to know the policy of the brand, but use the best practice from e-commerce companies that you've shopped from so far to know the policies.

If known and/or appropriate in your setting, call the customer by their name in response to their complaint. The act implies sincerity and an appreciation of their unique circumstances that led up to the incident.

Using a first or last name of both the customer and any other party involved can also personalize the conversation, diminishing the likelihood of them wanting to objectify your staff. This tactic, along with asking open-ended questions, can deescalate tension rather quickly in a more reasonable person.Behavioral studies show that parties in a discussion will tend to elevate or lower their own voice in order to match the others speaking. So if you speak calmly and at a lower tone, an irate customer may subconsciously attempt to meet you, even if half-way.

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