Chen Hao, how is everything going with your new responsibilities? I heard that you have been asked to handle our customer complaints I think you were asked because you are concerned about being courtesy and polite It means to let people express their feelings or emotions That's right. Don't interrupt them even when you understand the problem and the solution When people are angry or upset, they need to talk about it. If you listen patiently, by the time most people get to the end of their tirade, they feel better and are not nearly so upset They think you are not listening to them. And when you interrupt, you may miss an important detail that will help you deal with the problem When your customers realize that you are listening and caring about their problem, they often calm down That sounds good to me. So what other questions do you have about handling difficult situations with good manners and customer service You need to realize that the customer does not care whose fault it is. It's ABC's fault and you represent ABC to them And be sure that you sound sincere. People can tell by your tone of voice if you mean it or not Let them know exactly what steps will be taken to correct the situation and whom to contact if it is not resolved Listen patiently to your customers. Apologize and take responsibility. Let them know how the problem will be resolved