6 Steps to Defuse (and Retain) the Upset Customer

•

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Parature, from Microsoft

Negócios Tecnologia

6 Steps to Defuse (and
Retain) the Upset Customer

business with a company if they are
dissatisfied with the customer service
experience
(Harris Interactive)
(White House Office of Consumer Affairs)
....they will
communicate their
negative experience
with 9
to 15 people
86% of consumers will stop doing

Tips on How to Defuse
and Retain the Upset
Customer…

NUMBER 1

NUMBER 2
Let the
customer
know you
are truly
listening

NUMBER 3
3. When it’s your turn to offer a
reply, apologize, empathize and
maintain a calm and caring tone

NUMBER 4
4. Take
responsibility

NUMBER 5
5. Resolve
or repair
as
quickly as
possible

NUMBER 6
6. Follow up

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6 Steps to Defuse (and Retain) the Upset Customer

1. 6 Steps to Defuse (and Retain) the Upset Customer

2. business with a company if they are dissatisfied with the customer service experience (Harris Interactive) (White House Office of Consumer Affairs) ....they will communicate their negative experience with 9 to 15 people 86% of consumers will stop doing

3. Tips on How to Defuse and Retain the Upset Customer…

5. NUMBER 2 Let the customer know you are truly listening

6. NUMBER 3 3. When it’s your turn to offer a reply, apologize, empathize and maintain a calm and caring tone

7. NUMBER 4 4. Take responsibility

8. NUMBER 5 5. Resolve or repair as quickly as possible

9. NUMBER 6 6. Follow up

10. FOLLOW US AT www.parature.com/blog www.facebook.com/parature www.twitter.com/parature www.linkedin.com/company/paratur www.youtube.com/paratureinc www.slidesharenet.net/parature www.parature.com/rss