101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 83. Concession Stand: Acknowledging Customer Concerns

Every customer service interaction involves two functions: maintaining the relationship with the customer and completing the task (transaction). If customers encounter some type of problem with the service transaction, they often are distressed about the situation. They react with a great deal of emotion. There are also times when the service provider needs to deliver bad news that will entail a negative reaction from the customer. When these situations occur, it is time for the employee to acknowledge the customer’s feelings and reactions (relationship orientation) and then to progress toward resolution of the problem (task orientation). If you follow the guidelines for these two steps, you will move closer to maintaining a standard of exceptional customer service.

Step 1: Maintain the Relationship: Express Your Understanding

• Focus on recognizing the customer’s point of view, and empathize.

• Be direct and forthright about the situation.

• Approach the situation with a positive attitude and tone.

• Do not place blame or make excuses.

Step 2: Maintain the Transaction: Specify What You Plan to Do

• Deal with the unique qualities of each situation.

• Explain why you are doing something.

• Explain how the customer will benefit from the solution.

• Give dates and deadlines.

• Make amends and try to find ways to “go the extra mile.”

• Follow up and keep the customer informed of any progress.