Review the CASE STUDY - The angry customer: how could the call be handled in order to resolve the matter without bringing about a conflict situation?

Possible questions:

  • Could you describe exactly what is not working?
  • How did you notice the flaw?
  • Can we go over the instructions together?


Reformulation of objections/criticisms:

  • You are telling me that 10 minutes after switching the vacuum cleaner on, you smelled an unpleasant odour.
  • I feel and I understand your anger when you tell me that: “...”
  • I understand that you cannot bring the product here, at least not personally with your car, correct?


Closing argument:

  • As we could not solve the problem over the phone, the options are now as follows: "..."
  • A friend can lend you his/her car or can give you a lift.
  • We can extend the warranty until you have a car again.
  • We send you a technician, with minimal additional expense.