Script
M :
Phew! That last call was really tough.
The customer was complaining the whole time about our product!
W :
I’m sorry to hear that, Jason.
Are you okay?
M :
I’m just really stressed out.
I feel like I can’t handle this job sometimes.
W :
Don’t worry.
You’re doing great.
It’s normal to feel overwhelmed sometimes, especially when you work with customer complaints.
M :
But what if I can’t keep it together?
What if I lose my temper or say the wrong thing?
W :
It’s okay to feel frustrated, but don’t let it get to you.
Just take a deep breath and remember that the customers’ complaints are not personal.
M :
That’s a good point.
I’ll try to keep that in mind next time.
Thanks for being so understanding.
W :
Of course.
That’s what coworkers are for.
Just let me know if you need anything else, okay?
M :
Thanks, Sarah.
I appreciate it.
I guess I just need to learn how to deal with customers’ complaints better.
W :
Actually, we have a training session next week on handling customers’ complaints and finding solutions.