Dissatisfied Customers and the Patron Services Escalation Protocol
Occasionally, in customer service, we will encounter patrons who are not satisfied, or who have complaints of one type or another.
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- Remain calm and collected.
- Simply listen to the customer’s complaint and try to understand it.
- Do not give in to the impulse to defend yourself.
- Do not take their frustration personallySimply 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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