What are 3 important things every customer wants?
3 KEYS TO SATISFYING EVERY CUSTOMER SERVICE ISSUE
1. SHUT UP and let the customer share their issue WITHOUT INTERRUPTION. I cannot share with you how important this is. This is the secret sauce for handling a very upset customer to a simple customer service issue. They just want to be heard.
BONUS: DON’T DEFEND YOURSELF OR YOUR COMPANY – JUST SHUT UP AND LISTEN. THERE MAY BE A TIME FOR THAT LATER BUT NOW IS NOT THAT TIME.
2. Repeat the problem you identified in what they said back to them with a solution. Example: Sir if I heard you correct when you attempted to reach a customer service rep you were put on hold for 20 minutes. I apologize for this and it should have never happened and I am sorry it did. I am going to speak with our customer service supervisor and see why it happened and how we can and will fix it.
3. Follow through on any promise you have made to them to make you sure they are NOW satisfied.
