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Answer:
1. The main thing it to listen, remain calm and polite. Let the customer get all of their stress out before you say anything.
2. Please do not interrupt! When they're done do not yell speak calm and resite the problem back to them.
3. Sympathize with them let them know that you understand, say calmly. "I understand your frustration, and I want to help you, but let's remain professional."
4. Empathize with the customer. Listen actively restate what you've heard. Let them know you're listening and you understand.
5. Ask Questions after they complete their story, ask about facts and details dealing with the matter at hand. Know when to stick with yes and no questions.
6. Apologize let the customer know you're sorry their having a tough time.
7. Offer to fix the problem. Imagine that this is happening to you, what would you want to be done.
8. Ask what would make them happy. If he/she is without ideas recommend some.
9. Have the client agree. He/she will be happier if they feel they had something to do with the result.
10.Always Recap. Restate the changes you've made to the situation.
1. The main thing it to listen, remain calm and polite. Let the customer get all of their stress out before you say anything.
2. Please do not interrupt! When they're done do not yell speak calm and resite the problem back to them.
3. Sympathize with them let them know that you understand, say calmly. "I understand your frustration, and I want to help you, but let's remain professional."
4. Empathize with the customer. Listen actively restate what you've heard. Let them know you're listening and you understand.
5. Ask Questions after they complete their story, ask about facts and details dealing with the matter at hand. Know when to stick with yes and no questions.
6. Apologize let the customer know you're sorry their having a tough time.
7. Offer to fix the problem. Imagine that this is happening to you, what would you want to be done.
8. Ask what would make them happy. If he/she is without ideas recommend some.
9. Have the client agree. He/she will be happier if they feel they had something to do with the result.
10.Always Recap. Restate the changes you've made to the situation.
By: Nicy Wells
First answer by Nicy08.
Last edit by Nicy08.
Contributor trust: 4
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Question popularity:
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