Page 32 - CUST SVC TEXTBOOK 2020

4. Listen patiently
- What to say? “Yes, yes.”

- How to show you are listening? Nod

5. Emphatise
- “Mdm, I understand your frustrations.”

6. Own the problem

- Assure the customer that their problem is now your problem

- Be responsible for the situation

7. Act
- Apologise sincerely

- Clear situation up

8. Resolve lapse
- Explain the best available option

- “Sir, I’m sorry I am unable to refund you but I can change the dish for you. Would it be

alright?”

9. Follow Up

- Make sure the actions are carried out
10. Thank the Customer

- Say “thank you” for their understanding

10.3 Preventing Service Breakdowns
1. Do not be defensive

2. Do not make customers repeat complaint

3. Do not put customers on a run-around

4. Do not say “I don’t know” and “It’s my company’s policy.”
5. Do not put customers down

6. Do not embarass customers

10.4 Alternative Solutions to Resolve Complaints

To prevent repeated service lapses, organizations also do the following to make sure that they
can prevent or minimize failures:
1. Identify potential customer service breakdowns and get rid of them

2. Train and retrain staff
3. Correct acts of consistently rude and disrespectful staff to customers

4. Terminate staff who fail to respond to corrective actions for improper behavior

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