This episode is brought to you by the Dale Carnegie Course. Eleven years ago I attended the Dale Carnegie Course, and I wish I had done it years before that. I would have avoiding so many mistakes I made early in my career with customers. If you want to accelerate your customer service, check out our upcoming courses in Los Angeles at carnegiecoach.com/dale
Get one page overview of the service steps at: carnegiecoach.com/servicesteps
Bbe sure you do the following to help in some way:
- If practical, provide the customer with something. A temporary solution, a workaround. Be cautious about starting with discounts and refunds.
- Explain the next step your organization or you will take and the realistic response time.
- If you need to delegate the issue to someone else, explain why and ensure that a colleagues follows-up in a timely way.
- Make sure to handle the transition professionally.
When it’s clear you are working to help, customer anger often migrates into dialogue and cooperation.