Customer Complaint Student Response Worksheet

Directions: For each customer complaint, explain how you would respond to help remedy the situation.
Situation ONE: Situation FOUR:
Initial Reaction: Initial Reaction:

What will you say to the customer? What will you say to the customer?

What action will you take? What action will you take?

Explain why you chose this action: Explain why you chose this action:

Situation TWO: Situation FIVE:

Initial Reaction: Initial Reaction:

What will you say to the customer? What will you say to the customer?

What action will you take? What action will you take?

Explain why you chose this action: Explain why you chose this action:

Situation THREE: Situation SIX:

Initial Reaction: Initial Reaction:

What will you say to the customer? What will you say to the customer?

What action will you take? What action will you take?

Explain why you chose this action: Explain why you chose this action: