Podcast
Questions and Answers
What are the six steps for solving a customer's problem?
What are the six steps for solving a customer's problem?
The six steps for solving a customer's problem are listen, acknowledge, evaluate, investigate, offer solutions, and implement.
What should an employee do if they are unable to solve a customer's problem?
What should an employee do if they are unable to solve a customer's problem?
An employee should be solution-oriented and offer the next step in the complaint process if they are unable to solve the problem.
Why is it important to address customer complaints?
Why is it important to address customer complaints?
Failure to address complaints can hurt the company, which is why it is important to address customer complaints and satisfy their needs.
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Study Notes
- Dealing with a disagreement requires quick thinking.
- To handle an upset customer, focus on solving their problem.
- A dissatisfied customer often demands to speak to a manager.
- A trained employee can quickly address the issue before it escalates.
- A six-step process for solving a customer's problem: listen, acknowledge, evaluate, investigate, offer solutions, implement.
- Be solution-oriented and offer the next step in the complaint process if unable to solve the problem.
- In-person or phone communication requires the same approach.
- A manager may be more detached and better able to listen and come up with solutions.
- The goal is to satisfy the customer's needs.
- Failure to address complaints can hurt the company.
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