How to Handle Customer Complaints The L.E.A.R.N. Technique

19/12/2011

How to Handle Customer Complaints
The L.E.A.R.N. technique



Responding to customers is an art.

Especially if you decide that a complaint is an opportunity to LEARN.

A dissatisfied customer wants to be heard.

Applying the LEARN principle makes sure he is. 

- 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. 

- APOLOGIZE. Apologize to the customer, even if you feel that you have no part in the problem. 

- REACT. Decide what you will do to resolve the problem, and tell this to the customer. 

- NOW! Do not delay. Take immediate action! 

 

WILLIAM H. DAVIDOW
https://www.customerservicepoint.com