Complaints

RULE 1:

Excuse me! May I know your name? Mr,../Sir..2.Perspective:

4 Magic Phrases:Thats Interesting Why would you Do That?Tell Me More Why would you Ask Me That?Rule 3: Computer mode

Greetings ! Hello, How are you? Introduce yourself! Im Peter, can I help you?

- Have I dont something to personally upset you? "There is no need to yell or be loud to get my attention; I promise to give you that. "I really want to help you, but your foul language is getting in the way."

Rule 4: Get to the root of the problem

Rule 5: Get some Space

Rule 6: Calm down

Rule 7: Thank Them

Rule 8: Assure them you can help

Rule 9: Sympathise but dont balme anyone

Rule 10: Dont waste a breath

Rule 11: Offer solutions

Rule 12. End on a Happy note: Thank you for letting me resolve this issue

Give me expressions or phrases for these images:

Be thankful for customers who complain.You still have the opportunityto make them happy.

Why Learn Good Customer Service?Manage your Expectations And Theirs.Improve your Work Life, and the Lives of your Customers.RespectSolve ListenThankAssureSympathize PerspectiveApologize

Treat every customer as though they were your favorite celebrity, hero, friend, neighbor or your grandma.

Imagine that each customer is wearing a sign that saysMake me feel important.

If you break your neck, if you have nothing to eat, if your house is on fire, then you got a problem. Everything else is inconvenience.

Pretend your next customeris a mystery shopper readyto reward you with $1000 for providing superior service.

Angry Customers

Go into computer mode.

Dont take the BaitSpeak generally, without EmotionBe an Automated Response System

Go into computer mode.

People get irritated when they dont immediately get the help they need.Its very annoying to experience a delay in service response.Nothing is more distressing than feeling like youre being passed around when all you want is help.

Focus on Feelings FirstClearly, weve upset you, and I want you to know that getting to the bottom of this is just as important to me as it is to you.I didnt mean to get you upset; Im sure we can resolve this.Sorry, I didnt mean to upset you. Heres what I meant.Why dont you relax a little, and well figure this out.

Get to the root of the problem.- Start from the beginning and tell me what happened.- When exactly did this happen?- Can I see the notice? The specific wording will help me understand the situation.

Get Some Space

Why dont you come in my office where its quiet and I can focus on what youre saying.Lets step over here where its quieter and I can hear you better.Why dont we step outside so you can have some privacy?Calm customers in the first line without using Leading Language.

Leading: Im sorry you had to go through this; that would have really upset me, too.

Sympathetic: Im sorry you had to go through this; Im sure it wasnt pleasant.

Calm customers in the first line without using Leading Language.

Leading: Thank you for letting me know about this terrible experience.

Sympathetic: That must have been very frustrating for you.

Thank them for their input.- Thank you for letting me know about this situation.I appreciate your telling me your concerns.We appreciate customers telling us when things arent right.- Thank you for giving me the chance to help you address this matter.

Assure customers you can help.- I am sure we can resolve this situation immediately.- I appreciate the opportunity to clarify any misunderstandings.- Im sure I can explain what happened and find a good solution.

Sympathize.- I know that must have been difficult for you.- The situation must have seemed perplexing.- Yes, there are a lot of words in the Bylaws.

Dont waste a Breath.I can explain that to you.I believe I can help.Lets walk through the Rules & Regulations together.Why dont you ask me questions, and Ill help you understand.Offer Solutions.When you cant repair the problem as soon as your customers want, play up the positive side of what youre doing.

Perfect PhrasesForCustomer Service