Customer Service Training Techniques
8 Tips for Effective Customer Service Recovery
Laurie Brow, business blogger for regional Connecticut paper the Hartford Examiner, outlines 8 ways to get a customer back in your good graces after a negative experience.
She suggests observing body language, tone of voice and pace of speech as indicators for anger and annoyance. If a service representative picks up on any of these characteristics they need to be proactive and ask the customer whether everything is alright.
Then employing these steps, a representative can help bring the customer back over to their side.
1. Listen- be attentive and ensure comprehension and summarizing the issue and asking for clarification.
2. Trust the customer- don’t question them, get the bottom of the issue.
3. Apologize with empathy- say sorry for their disappointment and unhappiness rather than emitting guilt over the exact situation.
4. Take ownership
5. Fix the problem immediately- time is of the essence, being hasty shows you care
6. Get the customer’s acceptance of the solution- make sure they fully understand all the details.
7. Symbolic atonement- If the situation was drawn out and a huge fiasco, give them something extra to show you value their business like a coupon or free drink.
8. Follow up! Even when you’ve moved heaven and earth to fix the problem, make sure they’re satisfied and follow up to maintain your relationship.
Bottom line- Take immediate action and show you care!
Tags: Customer service techniques, techniques for customer service training, techniques on customer service training, techniques in customer service training.
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Tags: Customer service techniques, techniques for customer service training, techniques in customer service training., techniques on customer service training
