The rantings of a teacher who retired from the classroom but not from education.
Tuesday, November 30, 2010
Newsday had an article this week about customer service A customer training company advised reps to
1. Say thank you for letting them know there is a problem.
2. Listen to the complaint without interruption.
3. Let the customer talk as much as they want to. Anger will ultimately burn itself out.
4. Never debate or argue.
5. Offer empathy and gather facts.
This technique has been used on me quite successfully in the past and not in regards to customer service but in regards to something much bigger. But, I'm wise to it now and it won't work again.