1. Dealing With Unhappy Customers By: Alexandria Pavlova Tobey Smith Tyler Walker Sean Dalton

2. Action Tips Step One: “Adjust your Mind”. Step Two: Listen Actively. Step Three: Repeat Their Concerns. Step Four: Be Empathic and Apologize. Step Five: Present a solution. Step Six: Take Action and Follow-up. Step Seven: Use the Feedback.

3. Conflict Resolution Tips For Excellent Customer Service 1. ALLOW CUSTOMERS TO TALK 2. SHOW YOU CARE 3. USE THE CORRECT TONE 4. BE NEUTRAL 5. DON'T REACT 6. FOCUS 7. USE VERBAL SOFTENERS 8. MAKE ANGRY CONVERSATIONS PRIVATE 9. AGREE 10. USE SILENCES 11. USE TIMEOUTS 12. SET LIMITS