Professional Documents
Culture Documents
INDEX
Basic socializing on a meeting .......................................................................................... 3
Greetings and introductions ............................................................................................................ 3
Small talk questions ............................................................................................................................. 3
Offering hospitality ................................................................................................................................ 4
Customer meetings .............................................................................................................................. 4
Making or Responding to suggestions .............................................................................................. 5
Saying goodbye .................................................................................................................................... 5
Asking for clarification .......................................................................................................................... 5
Dealing with Complaints ..................................................................................................................... 6
Complaining........................................................................................................................................... 6
Identifying the problem ........................................................................................................................ 6
Talking about consequences .............................................................................................................. 6
Complaint Management ........................................................................................ 7
Confirming you have understood the client´s situation ................................................................... 7
Asking for the details of the problem ................................................................................................. 7
Clarify the information .......................................................................................................................... 7
Take responsibility for the problem .................................................................................................... 7
Say how and when the problem will be solved ................................................................................ 7
Summarize the discussion .................................................................................................................. 8
Referring to future action ..................................................................................................................... 8
Serving your client by suggesting solutions ..................................................................................... 8
Offer an alternative if the customer doesn´t accept the solution ................................................... 8
Helping your clients by confirming your commitments ................................................................... 9
Assure the client of the follow-up ....................................................................................................... 9
End with a friendly, helpful tone ......................................................................................................... 9
Offering apologies ................................................................................................................................ 9
Useful phrases to deal with angry customers ................................................................................ 10
Offering hospitality
Customer meetings
Thanks for coming today. I´m glad to help you review your business
needs.
As I understand it, you´d like to discuss…
I´ve done some research into your company. It seems you…Is that right?
So, that was my suggestion. Is that suitable for you?
I´d like to get your feedback.
Let´s go over the action points once more. I want to be sure we agree.
I´ll see what I/ we can do.
Saying goodbye
I´m sorry, but I didn´t (quite) catch that/ understand you exactly.
Could you repeat that, please?
Could you speak a bit slower/ more slowly, please?
Could we go over that once more?
Complaining
Complaint Management
Offering apologies