CHAPTER 58
CATER to Your Customers with This Service Process
Let’s take a look at a simple process you can apply to most customer service situations. If you’ve had any formal customer service training, you’ve likely been exposed to some version of this process. While the number of steps and the acronym might change from author to author, most people teaching reactive customer service use some combination of the following concepts. The CATER process we are about to discuss is the one I have found to be the most effective:
• Concentrate on what the customer is saying. We discussed the importance of listening and understanding in the previous chapter. Making sure you focus on the customer, so he knows you’re paying attention to him and doing your ...
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