This proven service recovery method will calm your upset customers
• Listen with your ears, your eyes, and your body. Don’t interrupt the customer with questions or explanations. listening quietly, strive to learn more about the situation by probing for what the customer is specifically upset about.• Acknowledge the situation and, if an apology is called for , apologize sincerely.
• Even if you have no reason to feel that you’re at fault, you should convey to the customer that you recognize a fakey-fake apology, like • Strive to align yourself to the customer’s expectations for what a solution would look like, and work from there to determine what would both be acceptable to them and would be practical for you to pull off. • Commit to exactly what you will do to resolve the issue, and by when. • Follow up with anyone to whom you’ve assigned all or part of the resolution.
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