Asking the right questions (Customer Service)
It’s the pen that’s defective, not me!
 
When dealing with complaints, ask open questions to understand the issue and closed questions to confirm a resolution. Don’t let your emotions control you, be polite and remain positive. 

• Ask open questions to understand the issue and closed questions to confirm a resolution
• Handle your emotions
 
Trainer Tools
Personal Action Plan
When Things Go Wrong Workshop Guide
 Documents
CSE-ESS When Things Go Wrong Infographic
Customer Service Essentials Summary Infographic