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Occasionally, in customer service, we will encounter patrons who are not satisfied, or who have complaints of one type or another.
When dealing with such customers
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Give , give the customer your undivided attention and attempt to answer these three questions:
- What happened to make them upset?
- What do they want?
- What can we do to help?
Repeat the customer’s concerns back to them. This will show that you were listening, and also confirm that you understand the problem that they would like to have corrected. Try to empathize.
Through it all:
- Remain calm and collected.
- Do not give in to the impulse to defend yourself.
- Do not take their frustration personally
- Simply listen to the customer’s complaint and try to understand it.
- Never argue back at a patron.
- Be patient, try to understand the core issue.
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