1. Tis the Season
Recognize that everyone is frazzled during the holidays- you and your customers. Give everyone, including you, the benefit of the doubt when it comes to ‘bad behaviors’ like being abrupt or rude. Breathe deep and smile. It can work wonders.
2. Let ‘em Rant, Let ‘em Rant, Let ‘em Rant
Listen briefly to what your customer has to say, even if he is simply venting about things outside of your control. Your client will appreciate the caring and you just might learn about another customer problem you can solve. Comments like the ones below can help the customer feel acknowledged and smooth the way to resolution.
That must be difficult for you.
I can see how upset you are.
This must be very important
Let’s see what we both can do to fix this
3. Making a List and Checkin’ it Twice
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the matter:
What happened?
What would you like - continued below ...
