workshops and meetings Throughout my career as a representative of customer service, I ' I attended where I gave several tips and tools on the provision of services to exceptional customer service. A strategy that has really stuck with me over the years, especially when I'm facing a difficult situation is the H.E.A.T. . Model
H out the ear - It's not always easy to do, but in the end the customer will feel better. If they can just get on their chest, they probably will be much more open to your solutions. We've all been; Sometimes a person just needs to vent. Let them talk, and just listen
E mpathize -. Feel what your customer is feeling by putting yourself in their shoes. Name their feelings: "I understand that you are frustrated, and I can see why. . I would be too "By showing your customers you understand, you can begin to defuse the situation
A pologize -. This is important, especially if you did not personally make the error or create the situation that made the angry customer. The last thing the customer wants to hear is that you do not have it. Maybe "you" do not have it, but your company does - and you are a team. A simple "I'm sorry" can go a long way. Stand united and take the heat for your team. Hopefully your team will do the same for you when the tables are turned. After all, we all do errors
T ake Action -..? Make sure you have an action plan ready to follow your excuses How will you solve the problem what the customer can wait for the next this will probably sound something like, "I'm sorry that this happens is what I do for you now ....".
As representatives of customer service, we often find ourselves in sticky situations. Keeping our simple strategy we can navigate through these tight places with a little more ease. So next time you find yourself facing an angry person, just remember to take HEAT ! Do you have effective tips to improve service skills in customer? I'd love to hear from you below!
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