ETH 321 Week 3 (6 slides excluding reference) + week 3 --- 1 slide
Listen
Ask questions
Put yourself in the customers place
Apologize
Ask for an acceptable solution
Solve the problem or find someone who can
Ed Vargas
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In every business, there will be customer complaints. Here are a list of things that you can do to help prevent loss of business and gain loyal promoters of your business.
~Listen to what the customer is upset or unhappy about carefully
~Ask questions in a caring and concerned way so that you can gather as much information about the customer and the issue as possible
~Put yourself in the customers shoes and relate to how the customer is feeling
~Apologize without placing blame on anyone
~Ask the customer what they believe an acceptable solution would be to the problem
~Look into a resolution, if you cannot provide one, find who can and resolve it
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