Secondary Catalogue

When Things Go Wrong

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team develop techniques and solutions to manage customer complaints. Chapter 1: Listening to the Customer. When dealing with a complaint, listen and empathise, don’t sympathise. Allow the customer to talk - don’t get defensive, and summarise your understanding before offering solutions. Chapter 2: Asking the Right Questions. When dealing with complaints, ask open questions to understand the issue and closed questions to confirm a resolution. Don’t let your emotions control you, be polite and remain positive. Chapter 3: Getting to a Solution. Involve the customer in the solution. Ask them what their preferred solution would be, and offer them options.

Rating: E
Production Year: 2015
Duration: 7 min
Series: Customer Service Essentials
Printable Resources: Yes

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