· Note what the customer is actually saying and do not argue.
· Build a rapport through empathy with the customer and let them know they have your complete attention.
· Use statements like “I understand”, I’m sorry” and “I will help you”.
· Whether you are on the phone or face to face – smile but do not laugh.
· If they become abusive do not fight back but calmly remind them you are there to help. Keep your voice low and calm, this will defuse an enraged situation.
· Be aware of other customers in the vicinity and show you are able to assist with any problem in a professional manner. Keep the conversation centered on the problem.
· Remember it is not a personal attack you are their initial contact with the company.
· Once they have stated their problem, repeat it back to ensure you understand completely and ask what resolution they are expecting.
· Assure them you will assist them with a solution in a timely manner. If you need to call them back, whether the problem has been rectified or not, always call them with a status.