The Angry Customer

The Indecisive Customer

The Demanding Customer

The Silent Customer

Scenarios:

Scenario 1: The Angry Customer

Situation: A customer is upset because their order arrived late.

Customer:

“This is ridiculous! I paid extra for express delivery, and it still came late. I’ll never order from you again!”

Employee (Using LAST model):

Listen: (Allow the customer to vent fully before responding).
Apologize: “I’m truly sorry your order didn’t arrive on time, especially since you paid for express service.”
Solve: “I’ll look into this right away. I can refund your express fee and ensure your next order is shipped priority at no cost.”
Thank: “Thank you for bringing this to our attention; we’ll use this feedback to prevent future delays.”

Scenario 2: The Indecisive Customer

Situation: A customer is unsure about which service plan to choose.

Customer:

“I don’t know… this option looks okay, but maybe the premium one is better? I just can’t decide.”

Employee:

“I completely understand, it can be confusing. Can I ask what’s most important to you: saving money or having more features included?”
(Customer responds).
“Based on what you’ve said, I’d recommend the standard plan, as it gives you the coverage you need without paying for extras you might not use.”

Scenario 3: The Demanding Customer

Situation: A customer insists on a service that isn’t part of the company’s policy.

Customer:

“I want a full refund AND to keep the product. That’s the only way I’ll be satisfied.”

Employee:

“I hear your frustration, and I want to make this right for you.”
“While I can’t authorize both a refund and keeping the product, what I can do is offer you a replacement or a refund, whichever you prefer. Additionally, I can include a discount voucher for your next purchase.”

Scenario 4: The Silent Customer

Situation: A customer looks dissatisfied but isn’t saying much.

Employee:

“I notice you seem a bit concerned. Could you share what’s on your mind?”
(Customer hesitates).
“Sometimes our services don’t meet expectations, and I’d really value your honest feedback so we can make it right for you.”
(Customer opens up).
“Thank you for sharing that. Here’s what we can do to fix the issue right away…”

A problem solved well often creates a stronger advocate for your brand than a flawless transaction.

M5:S4 - Types of Difficult Customers and How to Handle Them

De-escalation Techniques