In every customer service situation there exists a Service Response. I recommned you use this 5-step method called The Service Response.
1. Listen empathetically!
2. Confirm your understanding of the customer complaint:
3. Work together toward a satisfactory solution:
4. Commit the company’s full resources to achieving the desired outcome:
5. Follow up to insure problem is resolved to customer’s satisfaction:
Note to readers: This sidebar article was published in the February 2000 edition of Customer Service Newsletter, as a companion piece to his "What Message are your CSRs Really Sending?" article.
Book Craig to help your team Deal With Difficult Questions and Questioners
Schedule Craig to help your department sharpen Listening Skills — The Forgotten Communication Tool.
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