Adjust your mindset
- Once aware of unhappy
- Put yourself into customers service mindset
- Meaning you set aside any feelings
Listen actively
- This is the most important step in the process
- Remember that client needs to be heard
- Start the conversation with a neutral statement
- Resist temptation of trying to solve situation right away
Repeat the clients concern
- After the client is doe explaining
- Repeat his concerns to be sure that you’re addressing the right issue
- Ask question if need be for certainty
- Use calm and objective wording
- This help lowers the client anger and stress level
Be empathic and apologize
- Understanding why the client s upset
- Body language is important in communicating
Present solution
- Present the client with a solution
- By telling her how you like to correct the mistake
Take action and follow up
- Action should be taken immediately
- Explains steps taken to fix the problem
- Follow up to make sure that the client is happy
Use the feedback
- To reduce risk of the situation happening again
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