Take ownership. | Be respectful, courteous, professional and patient. |
Listen with intent to understand the problem. | Offer sincere apologies. |
Sympathize and work to make the customer feel better. | Adapt your communication style and approach to the customer e.g. logical vs emotional customers. |
Communicate the steps you will take to resolve the problem. | Investigate the problem thoroughly. |
Acknowledge mistakes. | Explain why the problem happened without making excuses. |
Be transparent and avoid needless secrecy. | Make it right – try to resolve the problem from the perspective of the customer. |
Offer prompt and frequent communications until resolution is achieved. | Keep promises and do what you say you will do. |
Keep the customer updated if there is a delay. | Show appreciation to the customer for things like patience. |
Provide options. | Offer refunds. |
Offer compensation. | Express regret. |
Demonstrate that you will use the customer's feedback to improve in future. | Ask if there is anything more you can do. |
Ask if the customer is now satisfied. |
