How to help a customer in English/ Wie kann mann einen Kunden auf Englisch helfen!

Hi, all. I know many of you work in retail and have to speak with a lot of tourists or international customers. Did you know that the usual way to deal with problems is different? I've noticed that the typical way of doing it in Berlin is not the typical way a shop assistant would do it in London, Dublin or New York.
So, this business English video tip tries shows you the difference. It shows you what you can say and what you can do if one of your customers has a problem with a product they've bought.
Hope you enjoy the video. See you soon! :-)
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Transcript:
Introduction:
Hi everyone. This is Neil Collins. If you work in a department store or in retail or in customer care on the telephone, what can you say and what can you do if a customer has a problem. Wie kann man eine Kunde auf Englisch helfen. Watch the video and find out.
Main part:
So this is what sometimes happens in a shop in Berlin. So a customer will go to the information desk or to a shop assistant and say:
“Excuse me?"
And the shop assistant will say:
"Yes, can I help you?" Or "what's the problem?"
And the customer will say:
"I bought this last week and it’s broken.”
The shop assistant will take the product, have a look at it and then say something like:
“Yes, theres a problem with this. This has a year's guarantee. Here is a voucher. Take it to the electronics department. They will give you a new one."
And that's it. So, it’s a very fast and efficient system. There's a problem. There's a solution. And that's fine. And that works.
But, if you are in an English speaking country, we don't have that two part system, like problem-solution. We would probably have more like a three part system. So, if you are in a shop, in the same situation, in London or New York or Dublin, you would go to the shop assistant and then the first step would be the same. So, the shop assistant would say:
“How can I help you?”
Or “What seems to be the problem, sir?”
“What seems to be the problem, madam?”
"What can I do for you today?"
And then the second step, and this would be the difference, I think this is the important step; the second step would be to say sorry or express sympathy or empathy for the problem. So when the customer says:
“I bought this last week and it doesn't work.”
The shop assistant would say:
“Oh, I'm sorry about that.”
Or "Sorry to hear that."
And then show some sympathy or empathy. Say something like:
“Oh, I hate when that happens.”
Or
“Oh, that happened to me last week. That’s really annoying.”
Or something similar.
"It's really irritating when that happens."
And then the customer feels like the shop assistant cares or the shop assistant really understands his or her problem. And that makes them feel good. And then, the third step would be to provide the solution. So, then to say:
"Yes, this has a one year guarantee."
“Here is a voucher."
"Take this to the electronics department."
"They will give you a new product.”
And then the customer will say: "Oh, thank you very much."
"You're welcome. Have a nice day."
So, it's just this small difference between this two part problem-solution and this three part system of like problem, say sorry and express sympathy and then offer the solution.
Hope this video was helpful for you. Remember if you like the video, hit the like button. And if you haven't already subscribed to my channel, please subscribe to my channel. And turn on the notifications.And then you will know every time we upload a new video which is usually every Wednesday. Thanks a lot for watching. See you next week.
Hey guys. Thanks a lot for watching the videos. If you're wondering what you can watch next, well, you can watch more vocabulary, you could watch more grammar videos or you could watch more videos explaining typical German phrases. Simple...enjoy.

[@diewunderschonelayla8426]

gutes video

[@fallenark]

Hey, thanks for saying so. :-)