As a fitness instructor, your students complain about their poor professional skills and demand a refund of their tuition fees. You do the following:

1. We need to know why the customer asks for a refund and whether it can be settled through negotiation. It belongs to the service quality problem of private education, so you can take the initiative to apologize and promise to improve, give some preferential treatment or extend the service time to compensate.

2. If the customer asks for a refund for personal reasons, he can know the specific situation, such as whether he is unwell or unexpected, and can propose corresponding solutions, such as extending the service or transferring the remaining courses to others.