Lesson content
1. Listen fully — do not interrupt, do not make excuses.
2. Apologize sincerely, even if it's not entirely your fault.
3. Offer an immediate solution: complimentary repair, service exchange, or a partial refund.
4. Implement quickly within 24 hours.
5. Follow up after 1 week — call/text to ask if the customer is satisfied.
Tip: Offer an additional 'apology' voucher for their next visit — 70% of customers whose complaints are well-handled will return and recommend others.