Date post: | 11-Jan-2015 |
Category: |
Business |
Upload: | bubbashell90 |
View: | 440 times |
Download: | 0 times |
Customer service starts with you
Keeping cool with angry customers
How can I help you today?
My laptop won’t work!
Stay calm, picture…
Don’t take it personally, he is a person who has a problem and you are there to help.
Fabio Male Model
Does the laptop have
power?
Yes, but after a while, the fan gets hot
and the power shuts
down.
Talk calm and ask questions that get to the root of the problem
Sounds like the laptop needs cleaning , I will get you an address on where to drop it off.
I appreciat
e your help
Solving the customer’s problem usually makes the anger go away.
But what if the customer stays angry?
Listen to what the customer has to say
What I here is that your computer
gives you an error when you try to
read a disk
Empathize with the customer
I know I don’t like it when my computer
won’t do what I want and gives me
errors
Keep positive
I would be happy to help you with your
issue
Assure they will be taken care of
As one of our customers, I can help you find a
service center in your area
Be honest
The service center said it will take up to 7 business days
for the repair
What if they insist on something your cannot give?
I am sorry, your
keyboard is no longer
under warranty
I do not care, you fix
it!
Try and find they another answer
We offer great
features in our latest models of keyboards
Try and find they another answer
Let me share with
you some of those
features
Try and find they another answer
I can provide you with a local
dealer’s address
Thanks for the help
Customer service starts with you