Post-test for S1

Now try to test whether you have grasped the knowledge.


Post-test: Check your Understanding

  • Let the customer speak himself out.
  • Say "I know that you must be frustrated that way, I can understand your feeling".
  • Accept what the customer say and try to relax the customer.
  • Say "I' am sorry to hear that".
  • Try to give excuse, such as "it's not the problem of our product".

Now you are faced with another furious customer, what should you do or say? Reorder the list below, with the most suitable at the top.