In every customer service situation there exists a Service Response. I recommned you use this 5-step method called The Service Response.

1. Listen empathetically!
Acknowledge the complaint and validate how the customer feels at the outset.

2. Confirm your understanding of the customer complaint:
Repeat the problem or complaint to insure you understand it properly.

3. Work together toward a satisfactory solution:
Express your willingness to "make it right."

4. Commit the company’s full resources to achieving the desired outcome:
Resolve the problem, while also correcting any systemic flaw which may have caused it.

5. Follow up to insure problem is resolved to customer’s satisfaction:
Point out the company's commitment to serving its customers, now and for the future.
Craig Harrison is a professional speaker, corporate trainer and communication coach who helps companies retain customers through exemplary customer service techniques.

Note to readers: This sidebar article was published in the February 2000 edition of Customer Service Newsletter, as a companion piece to his "What Message are your CSRs Really Sending?" article.

Book Craig to help your team Deal With Difficult Questions and Questioners

Schedule Craig to help your department sharpen Listening Skills — The Forgotten Communication Tool.

Return to Home Page: Home Page