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L E A R N
Listen Carefully To your customer
Empathize Your customer and understand the problem
Apologize to your customer even there is no mistake.just apologize for the unhappy experience
React Immediately and let the customer feel your efforts to make him satisfied
Notify your line manager for incident record
1. I WILL ASK THE CUSTOMER WHAT IS THE PROBLEM WITH COOL MANNER
2. WITH THAT I CAN ANALYSIS THE CONDITIONS
3. REASON FOR THE ROOT CAUSES
4. WILL FIND THE ALTERNATIVE SOLUCTION FOR IT
5.SUGGEST HIM THE BEST WAY TO RECETIFY THE COMPLAIN
1) Firstly welcome our Customer
2)Make an Apology
3)Listen the Problems
4)Aware them what happened
5)Inform them what is the step we took
6)Inform the result
7)Make an apology again
8)Make sure our Customer Relation
9)Conclude & Thanks
One needs to understand that it is not personal, when a customer is upset. There is no good or bad customer. It is the situation that makes it the way it is. If a customer is complaining or angry, you need to identify the reason for the anger or the complain. Empathize with the customer if required as it helps in calming the situation and in building the customers trust in you. Listening and responding in a positive manner also helps work things out. A very important point is to let the person speak and be patient.
First of all I will listen to his/her complain and agree with most of his/her words trying to calm him/her down. Then I will start replying to his/her complain according to the company policy and explain to him/her the best action to be taken accordingly. Finally, show that customer satisfaction is our core business and he/she is welcome to contact me at any time.
Do apologize and listen calmly whatever guest complaining and do not interrupt her while she is explaining or complaining you...... Once she finish then do apologize and and assured him or her it will not happened again and resolve the problem as soon as possible .....Then do a follow up call
Well I'll speak based on experience, the customer always has a vision about the end product, and its on you to understand it and analyze it well in order to reach his goal, the customer doesn't know about technical issues or else he wouldn't have hired you in the first place, if something can't be done say it in the first place, yet if an issue occurs and its most likely to be a misunderstanding, sit with him/her set the responsibilities and dedicate for him/her several hours to work together in order to reach mid distance
First listen to them about the problems and convice them will clear for them as soon as possible
I will listen to them with smile face.
