Customer Service Training TIps

Upset customers – don’t ask “Why?”

When dealing with upset customers, blunders often occur when employees gather details. One of the employee’s main roles is to show serious concern and to facilitate the customer’s ‘venting’ of their frustration. That means asking the customer who, what, where and when the problem occurred. Unfortunately, too often, employees ask customers “‘why?” Usually, the answer to a why question is that someone was incompetent. That part of the event is better left unsaid. So, by all means ask the four “w”s, but avoid asking, “why?”

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

For Sale: Parachute. Only used once, never opened, small stain.

 

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