If you are a service provider, and you are facing a customer complain, how do you handle it?
Just laugh it off, i mean, L.A.A.F it off.
Listen : demonstrate empathy and understand the concerns raised by the customer
Apologise: Deliver a sincere, genuine apology for the mistake, even if you dudnt cause it but you "own" it because you work there.
Acknowledge: Be accountable and acknowledge the inconvenience caused
Fix: Take action and offer acceptable & agreeable solution. Do a service recovery by always compensating the customers.
Adapted from: Superstar Customer Service by Rick Conlow
Have a pleasant friday, everyone!
Keep moving forward,
Founder, The Speaking Factory Pte Ltd
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