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
From the Editor
The Speaking Factory is founded by Hazriq Idrus, Asia's Trusted Workplace Creativity, Creative Leadership and Public Speaking Strategist, with a mission to help organisations enhance people potential and organisational performance. Hazriq is the author of The Stage Fright Antidote and co-authored eight other books.
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