Listening to the customer (Customer Service)

Don’t blame me, mate. You bought it.

 

When dealing with a complaint, listen and empathise, don’t sympathise. Allow the customer to talk - don’t get defensive, and summarise your understanding before offering solutions.

• Listen and empathise
• Don’t get defensive

 

Trainer Tools

  • Personal Action Plan
  • When Things Go Wrong Workshop Guide

 Documents

  • CSE-ESS When Things Go Wrong Infographic
  • Customer Service Essentials Summary Infographic

Listening to the customer (Customer Service) Don’t blame me, mate. You bought it

$95.00Price
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