THE PROBLEM IS RARELY/ NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.
Follow-up “Plus 1” optional Own & Resolve Apologize Acknowledge What It Takes to Make Peace and Regain Goodwill Don’t challenge the customer, respond to emotions, express empathy Offered regardless of fault Follow-through, work to resolve on the spot Surprise and delight
The Golden Rules for Problem Resolution 1.Acknowledge and express appreciation 2.Show empathy 3.Apologize 4.Have a sense of urgency
The Golden Rules for Problem Resolution 5.Ask for the necessary information 6.Provide assurance 7.Own and resolve 7.5 When possible, Surprise and Delight!
Acknowledge customer’s position and express appreciation #1