"Be part of the solution, not part of the problem​"
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Pause
- Allow customer to express themselves and vent emotions
Acknowledge
- Show care and empathy
Clarify
- Understand the full details of the problem
Respond
- Take positive action towards resolving the issue
- WOW the customer, but don't over promise
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How to Respond
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What can we do?
- Customers don't care about the company policy
Tone
- Convey that you are taking the issue seriously
- Upbeat and positive
In their shoes
- What would you want as a fan?
- display natural empathy
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Create a LASTing Impression
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L. - Listen
-DO NOT interrupt the customer
- They have mentally rehearsed their speech
A. - Apologize
- Have a sincere apology properly fitted to their problem
S. - Solve
- Ask as many questions as possible
- Make them feel reassured and that we truly care
T. - Thank
- Thank them for a variety of reasons
- Giving us a chance to fix their problem
- Bringing it to our attention
- Their patience
(Call Centre Helper, 2011)
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