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?'
Today's Chuckle:
For Sale: Parachute. Only used once, never opened, small stain.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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