Be a good listener.
Follow these key steps every time a customer reaches out to you to increase your chances of a quick and successful resolution:
- Listen. Let your customer speak freely as you write down key points and organize your thoughts.
- Repeat the key points back to the customer to show that you understand the issue.
- Agree to a cooperative solution that both you and the customer can agree upon. Cooperative relationships are more rewarding than competitive ones and reaching a common ground with your customers is appreciated and adds value to the relationship and your brand.
- Follow through with promises you make to a customer. Keeping your promises is a business differentiator that will build trust and loyalty.
