Page 30 - CUST SVC TEXTBOOK 2020
P. 30
9.5 Ways to Resolve Service Breakdowns
1. Calm upset customer by remaining calm yourself
- “Sir, can you tell me slowly what you are unhappy about?”
2. Let customer vent anger
- Do not interrupt
- Listen emphatically
3. Deal with customer’s feelings
- “Sir, I understand your frustrations.”
4. Rephrase and reconsider what customer said
- “Sir, you told me that the waiter was rude to you when you asked for a glass of warm
water, correct?”
5. Do not be defensive
- Thank customer for bringing problem to your attention
- “Thank you, Sir, for bringing this situation up to us.”
6. Avoid saying “no” immediately
- “Let me check if I can help you.”
7. Describe what you can do for the customer
- “Please accept my apologies and I will change this dish for you at once.”
How to Handle Complaints with Abusive Customers
1. Set limits with abusive customers
- “Please do not use such language.”
2. Tell customer you want to help but cannot if he/she continues to use foul language
- “Sir, I would like to help you but I cannot if you continue to use vulgarities on me.”
30
Developed by NorthLight School
