Royal University of Phnom Penh Communication Skills 402

Institute of Foreign Languages Lecturer: Thou Narong (TNG)

Department of English Academic Year: 2023-2024
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Part 2: Deliver and Monitor Service to Address Customer Needs

Watch the TWO video clips and compare how each complaint is dealt with. Is it similar or
different from the PAIR strategy and Five-step method?

Video 1: Handling angry customer

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Video 2: Dealing with an angry customer training

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How would you justify each of the following unjustified complaints if you were in customer
service?

1. Complaint: "I purchased this shirt online, but it doesn't fit me well."
Your justification:
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2. Complaint: "I ate at the restaurant, and the food took too long to arrive."
Your justification:
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3. Complaint: "I bought this electronic device, and it stopped working after a year. The
manufacturer should replace it for free."
Your justification:
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4. Complaint: "I booked a hotel room, but the view from the window is not what I
expected."
Your justification:
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5. Complaint: "I attended a conference, and the speaker didn't cover the exact topics I
wanted to hear about."
Your justification:
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