Read over the lesson described below and create two directions and two tag points to help teach important aspects of the lesson.

During interactions with customers at the returns desk, it is important to make eye contact, repeat the customer complaint back to them, and to use non-threatening body language. These all help to assure the customer that you are sympathetic to their situation, you are interested and understand their complaint, and you are taking it seriously. They also help to defuse a potential confrontation.