You're faced with a difficult customer call. How do you handle it with empathy and professionalism?
When confronted by a challenging customer on the phone, maintaining composure and showing understanding is key. To master this delicate balance:
- Listen actively, acknowledging the customer's concerns without interruption.
- Use calm, reassuring language to convey empathy and a willingness to resolve the issue.
- Offer clear solutions or alternatives, setting realistic expectations for resolution.
How do you ensure customer satisfaction during tough calls?
You're faced with a difficult customer call. How do you handle it with empathy and professionalism?
When confronted by a challenging customer on the phone, maintaining composure and showing understanding is key. To master this delicate balance:
- Listen actively, acknowledging the customer's concerns without interruption.
- Use calm, reassuring language to convey empathy and a willingness to resolve the issue.
- Offer clear solutions or alternatives, setting realistic expectations for resolution.
How do you ensure customer satisfaction during tough calls?