Asking the right questions (Customer Service)
It’s the pen that’s defective, not me!
When dealing with complaints, ask open questions to understand the issue and closed questions to confirm a resolution. Don’t let your emotions control you, be polite and remain positive.
• Ask open questions to understand the issue and closed questions to confirm a resolution
• Handle your emotions
- Personal Action Plan
- When Things Go Wrong Workshop Guide
- CSE-ESS When Things Go Wrong Infographic
- Customer Service Essentials Summary Infographic