‘3 Quick Tips for Handling an Upset Customer’ – ‘Entrepreneur’ Blog
Christopher Hann says, “Q: How do I defuse a tense moment between an employee and a customer?
A: Lise D’Andrea, president and CEO of Customer Service Experts, an Annapolis, Md.- based consulting firm, suggests an approach we’ll call The Three P’s.
Be pleasant. Make sure your body language, tone of voice and word choice project a calm demeanor.
Be patient. If customers want to vent, let them vent. D’Andrea says proposing a solution too quickly — even a perfectly viable one — could leave customers feeling they’re not being heard. “It’s really about showing empathy and being a good listener.”
Be professional. Once the customer has had their say, you have a chance to propose a solution or, better, two“.
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