1. Let the Customer Vent:

Allow the customer to completely vent their dissatisfaction and frustration without interrupting. The first mistake many sales and customer service representatives make is not letting the customer “let it all out.” Remain calm without taking it personally and simply listen. You are their first point of contact and their sounding board. This is just what they need. Customers want to be heard.

2. Apologize and Empathize:

When the customer is done speaking, offer a sincere and empathetic apology for their inconvenience and dissatisfaction. If the customer senses that you can relate to their problem and their feelings, you have made an important connection. If you can put yourself in their shoes, and it shows, you will likely win them over. Customers want to be understood.

3. Offer Reassurance:

Briefly recap their complaint. If you repeat what they told you, they will be clear that you have listened to them and understand. An example of what you might say is, “Please allow me to repeat what you have explained so that I am sure I have all of the details.” Customers want reassurance.

4. Promise and Deliver Resolution:

If you cannot immediately resolve the situation, assure them that you will thoroughly investigate and will follow up with them by an agreed upon time and day. Give them your name and phone number so they understand you are serious about providing a resolution. Customers want your word.

5. Follow Up:

Regardless of how the situation plays out, make sure you follow up with the customer by the promised time. Connect with them personally rather than just leaving a message. This will ensure that they are completely satisfied with the results you provided and that their complaint is fully resolved. Customers want resolution.

For additional tips and learning regarding Tampa corporate training, business skills training, e-learning and training seminars, see www.zimtechtraining.com.