HEARD

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Across
  1. 3. Allow the customer to say everything they want to say without interrupting them
  2. 5. Show them that after listening to them, you deeply understand how they feel in the phrases you use. Say things like: “I understand how you must feel.”
Down
  1. 1. Accept the blame and take responsibility for the problem because that’s what the customer wants to hear at this point. Although this doesn’ resolve the problem, a heart-felt apology eases the tension.
  2. 2. Make sure that your customer service team is trained to handle the issue. And if they are unsure of what the customer wants, they can ask questions like: “How can we make it up to you?”
  3. 4. Analyze the issue to ensure it doesn’t happen again