1. Explain the action you will personally take to correct the situation.
2. Thank customers for bringing their concern to your attention.
3. Follow through and follow up.
4. Give the customer a freebie. Always say ...
• “We don’t want to make promises we can’t deliver. Here’s what we can do: ...”
• “Here is a possibility: ...”
• “You can ...”
• “We do have ...”
• “I’ll check into this right now and get back to you before ...”
• “There is an alternative: ...”
• “What options have you already considered that I may be able to assist you with?”
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