ENG

II. DEALING WITH AN ANGRY CALLER 1.  CALMING THE CLIENT Calming an angry caller When talking to an angry customer, the most important thing is to keep calm. You can use these expressions to show that you're there to help. How can I be of assistance? I'm here to help. I'm listening. Learn about why the customer is complaining using these highlighted expressions. Can you tell me everything  from the beginning? Why don't you tell me  about when you placed the order?  Could you explain exactly what  the problem is? The customer may have complained before, but with no results, which could be a reason why they're angry. You can use the highlighted language below to apologize and encourage them to explain the issue again. I apologize that   we weren't able to  address your problem  in a timely manner . If you could just tell me again  what happened,  I'll make every effort to  assist yo...

II. MAKING AND RESPONDING TO SUGGESTIONS 1. MAKING SUGGESTIONS Making suggestions Polite language When you make suggestions, it is important to be polite. In a meeting, making suggestions too strongly can seem rude. The expressions  in my opinion  and  perhaps  make suggestions softer and politer. We often use these together with the modal verbs  ought to ,  should  and  might . In my opinion , we ought to use Kelly Brent. Then,  we ought to  use famous models. Perhaps we should  use a movie hero like Marty Shaw. But  I think we might  want to consider a female star. We ought to move quickly.  In my opinion we ought to try something else. Perhaps we should use a movie hero.  We might want to consider a female star. 2. REJECTING SUGGESTIONS 1. It's not a  bad idea  ... But, to be  honest  , I'm not sure if it'd work. 2.  Frankly  , I don’t ...