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How can u handle an irated customer?
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Answer Posted / tenzin sungkhey
Use the L.E.A.N. method.
1. Listen - Will help the customer vent out, you will get
more information by listening, will buy u more time to
think about the problem while the customer is going on
talking.
2. Empathize - Will help the customer feel u care and are
about to do something about it. It can also be used
effectively to stop the customer from going on talking n
talking...
3. Access (the situation) - U shud be the one in charge of
the situation/call. Asking questions is the best way to
gauge customer interest & cooperation. U also get more
knowledge on solving the problem by asking more questions.
4. Negotiate - This is after gaining full understanding of
the customer's issue. In this phase, u shud give the
customer a whole preview on the issue and your solution to
it. Then you layout the options to the customer (if any),
and negotiate a valid agreement.
| Is This Answer Correct ? | 41 Yes | 2 No |
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