You received a Case as a recue agent and you provided services requested but the customer was not

satisfied by the quality of the services received from the provider.

Please write an apology letter to express how we feel and understand their situation.

o What’s the most important behavior you should portray when dealing with an upset customer…
tell me how your behavior changes as the customer changes their approach

o If a client is insisting you provide coverage for an incident that’s not covered by the program
how do you respond?

o If the customer accepts the offer of apology on Monday but calls back on Wednesday upset all
over again – how do you handle that situation? 

o How do you win over a difficult customer? What tactics did you use?