5Smart Answers to Tough Customer Questions


Learning Objectives

By the end of this chapter, you should be able to:

• Interpret the needs and anxieties implicit in six important types of customer questions.

• Provide responses to six important types of questions that address customers’ needs and anxieties.

• Give diplomatic answers to five types of peevish customer questions and provocative comments.

• Use three helpful phrases for all occasions.

• Steer clear of twenty phrases that a service professional should never say to a customer.


Who among us hasn’t been in the shower the day after a customer has unjustly and uncivilly climbed ...

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