2n?n-017A
Section
17. Customer
Service
& Training
REPEAT BACK
One of the best
ways
to ensure
you understand
your customer's concern
is to repeat
back
what
you
have
been told.
"So,
Sam, if
I
understand
you
correctly,
every time
you
pour
a
latte the cup
overflows,
but
the cappuccinos
pour
fine?"
You
will
find that simply seeking
to understand
your
customer is a
powerful
relationship-building tool.
Not only
will
you
more readily understand
what is
happening
with
their machLine. but
also
you will begin to Empathize with their
experience.
Through showing care
and
concern
you
can
tnore easil.v
gather
information
Empathize with
your
customer
Empathy is simply
the act o1-
identifying
with the emotional experience of another
person.
When
speaki,ng with
your customer, addressitrg
their feelings
is
important.
especialll
when
llrose feelings arc
ol'fi'uslration-
ang,er or exasperalion.
The
quickest
wa1' to
,Cefuse
the
frustrated
or angry
ranting
of another
person
is to
simply acknowledge
and ide,ntify
with them.
Here are two key
phrases
that
will help
you
empathize
with
your
customer:
I
understand how
you
feel. I
would feel the same way under
those circumstances
I appreciate
your
situation.
I would
not like
that to
happen
to
me. Let me
see what
I
can do
to resolve
this for
you.
Notice the key
iu both
of the
phrases:
Address
Emotion. r\s
a result of tlrese
two
simple
phrases,
the customen
will
recognize that he or she is being hcard.
Through
using words
hke underslcnd and uppreciatc
yor.r
let
the customer knorv
you
have heard
what
they
just
said.
Next.
you
address
your
identification with the customer's
emotional
response
to a
given
situation. You
are letting them know,
"l
feel what you
feel."
Empathy
helps build
the relationship with
vour
customer. lt
broadens
the
communication pipeline
allc,wing
you
to understand their needs
and
get
vour
message
across.
Now that
you've
got
their attention. earn their trust and
respect.
Solve the Problem
This is where
you
earn
your
stripes. First and foremost in
solving
the customer's
problem
is
to repair
the
Customers
Machine.
Once
you
have
clearly identified
the
customer's concern
and expectations,
you
can
focus
your
energy on repairing
the
machine.
Solving the
problem,
however,
goes
beyond making
the repair.
You
must
communicate
with
the customer
as
well.
Review with
the
custorner what
you
found, how you
addressed
their particular
problem.
and how
the repair you
made will help
prevent
the
problem
from
happening
in
the future.
Acorto
2000s/i Technical
Support
I I.J
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