Angry and upset

kind and helpful

Happy and thankful

Personal talks are more effective because the customer can pressure the company to help them solve the problem

The advantage of personal talking is the comprehension and the easy way you can explain the problem, the disadvantage is that sometimes the customer can be a little bit stressed and not help you.

The advantage of phone talking is that you case would be attend with specific information but the disadvantage is that it might take longer.

The first complain is about a brand new phone that came with a broken screen.

The second complain is about a camera that doesn't work even though the company tried to fix it already.

The customers expressed themselves with respect but with disappointment.

The salesperson was very impolite because he responded in a rude and aggressive way, he also showed no interest in solving the customer problem.

The customer will probably complaint with the manager and wont go to that store again.

How can I help you?

What seems to be the problem?

I apologize for the situation

Let me talk to my superior to see what we can do

The salesperson has a positive attitude towards the customer and the customer is happy

The customer is angry because her package arrived broken, probably because the delivery man didn´t handle it with care 

The customer is happy and the delivery man is also happy doing his job

The librarian is reflecting a polite attitude towards the client and she responds in a polite way too.

The customer is acting very rude and impolite towards the salesperson, even though is not his fault that the client does´t have the receipt.

On the other hand, the salesperson is responding in a polite and professional way.