51. Handle Customer Complaints
Working in customer service would be great if you did not have to deal with customer complaints, right? Think how pleasant your job would be if you only encountered happy customers who love everything you do. Now that’s dreaming, isn’t it? The truth is that in customer service, as in life, you will deal with people who are not happy. When you work in customer service, your job includes handling customers well—and that means handling all customers confidently in any situation.
Performance Prompts
Whenever you encounter a customer who is upset, angry, or complaining, determine:
Why is the customer upset?
Listen actively to what the customer is saying. Do not interrupt.
Focus on the problem, not the person.
Stay calm ...
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