How to Handle Customer Complaints The L.E.A.R.N. Technique
How to Handle Customer Complaints
The L.E.A.R.N. technique
Especially if you decide that a complaint is an opportunity to LEARN.
- LISTEN. Listen carefully to your customer. Don't interrupt or tell the customer to calm down, this will only ignite the anger.
- EMPATHIZE. Feel the pain of the customer, and tell him/her that you can understand how they feel.
WILLIAM H. DAVIDOW