Greetings

Listen

1. How does the customer feel?
2. What does the customer want?
3. What does the customer need?
4. When is the customer expecting a solution?
5. Is the customer new or returning?

Acknowledge

1. Use your empathy skills to understand the pains of the customer.
2. Acknowledge what the customer wants.
3. Help the customer recognize that you will cater to their needs.
4. Endorse a reasonable time frame for the development of a solution.
5. Reassure the customer that you will advocate for them.

Satisfy

1. Verify if the issue has been recorded in our FAQ database.
2. Using this guide choose the best course of action.
3. If in doubt of the best course of action contact another customer service advocate.
4. Ask the customer “What can I do to make it right for you”? Be the judge of what is fair and allow them the opportunity to feel empowered over the situation.
5. Make it Right!

Thanks

In the beginning, at the middle, at the end; does not matter when thanking the customer for reaching out to us. With the simple act of complaining, our customer is telling us “I care about your business and your success”. They are giving us the opportunity to fix the problem and invite them back so they can give us more of their money.