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Dealing with Complaints Curriculum Training 31 3.6 Resolving Complaints APOLOGISE ►
EMPATHISE ►
REASSURE
APOLOGISE • The first thing you must do is to apologise for the failure identified by the customer. customer, even if you think the customer has got it wrong. • This is not the right time to correct them. your full attention and apologise in the right tone and with positive body language. • The effect of an apology is to diffuse the situation and show that we will do everything we can to resolve the problem. Your Notes
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