Think acronym
From your customers’ perspective, they have a legitimate complaint, and they expect an apology. Apologize – Always apologize even if you did nothing wrong.When the customer is done venting in a calm, non-judgmental tone, repeat their problem so you’re sure you understand the issue and to reassure the customer you’ve paid attention. Listen – Stop and listen to your customer’s complaint.It is important to understand that your customer believes that your establishment has wronged them. Believe – The customer may be lying and be incorrect about their situation.is a great tool that is used by companies such as Yum! (Parent company of KFC, Taco Bell, Pizza Hut, A&W, and Long John Silvers) for training their employees in the basics of handling customer complaints. in this Wall Street Journal article.ī.L.A.S.T.
End with a fond farewell and an invitation to return.Ĭlick here to read more about A.P.P.L.E.Listen for and resolve any issues or concerns.Present a solution for the customer to take home today.Probe politely to understand all the customer’s needs.Approach customers with a personalized warm welcome.It was about finding solutions for a customer and finding their pain points”. To that end, employees receive no sales commissions and have no sales quotas.
#Think acronym manual#
“Your job is to understand all of your customers’ needs-some of which they may not even realize they have,” one training manual says. Store these in your CS toolbox to use as needed.Īccording to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Thankfully, many have developed useful acronyms to help.
But it’s difficult remembering all the different steps to take to provide it. That’s what our customers want and that’s what we wish to provide.