This action might not be possible to undo. Are you sure you want to continue?
Relentless by Patricia Potter ojshvoaopg Khiqhbvo’/v Eanfvichbrn4v2
Apologize blamelessly on behalf of the company. dnmvgienv “U” is for “Uncover the facts”. Ask questions. Fill in the information gaps. “S” is for “Suggest a solution”. Don’t make excuses for the problem. Keep the customer involved. Let the customer know what YOU intend to do to solve the problem. “E” is for “End positively by checking”. Make sure that the customer understands the action plan. Thank the customer. Use your companies closing script.
3R Approach The first R: REFRAME the customer’s anger. Whenever you encounter an angry customer, remind yourself: “This is not an attack. Thi s is a request for help.” T