It’s not the issue, it’s how you handle it. The role of a customer service representative has many rewards both professionally and personally. However, at times you will be challenged with having to turn an unhappy customer into a satisfied customer. How you handle the situation is imperative to building and maintaining their loyalty to your company.

• Listen – Listen – Listen
• Defusing techniques that work
• It’s Ok to say “NO”
• Keeping your power – staying unhooked!
• Resolving the issue in a professional manner and keeping the client, whether internal or external