Where did we go wrong?
Get the Facts.
Acknowledge the complaint.
Listen and repeat back.
Acknowledge the error and regret.
Rectify the problem.
Ask the customer.
Go one better.
Defusing a hostile customer.
Be prepared.
Take this at the right time.
Maintain self-control.
Depersonalize the issue.
Emphasize that you share a problem and encourage the client to work with you towards a resolution.
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