Follow the principle of 5S in dealing with angry customers ie Suno, Samjho, Samjhao, Samadhan, Shukriya.

14. Suno
Samjho
SamjhaoSamadhan
Shukriya
The 5S Way

15. S.No. Stage Script
1 Suno I am sorry for all this, please educate me on the
challenge at hand
2 Samjho (Ask Relevant Questions)
3 Samjhao This is what I understand, please correct me if I am
wrong
4 Samadhan I propose to do this. Please confirm if this ok with
you
5 Shukriya We thank you for giving us this opportunity to serve
you.

17. The L.A.U.G.H.
METHODOLOGY
HANDLING IRATE CUSTOMERS

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