Across
- 3. Allow the customer to say everything they want to say without interrupting them
- 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. 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. 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?”
- 4. Analyze the issue to ensure it doesn’t happen again