give me a specifc example of good customer service, dealing with an unhappy customer?

Question

If asked by an interviewer

So far nobody has given me a SPECIFIC EXAMPLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Answer 1

Apparently the last commentor forgot to mention the TEACH method:

Tackle the customer to the ground
Empathize with no one!
Ask the customer if they are mentally disabled
Count off how many seconds they have left to scram
Harass them sexually until they finally run away screaming

This method almost always works. For some reason, I've never heard good feedback from it. I've been giving it practical application in my new clothing store "I hate you and my job....for men".

Answer 2

Any good customer service rep will employ the LEARN technique:

Listen to their problem
Empathize with them about it
Act on their problem and find a solution
Respond to the customer with the course of action
Notify any managers or team leaders of relevant information

There is also LEAD:

Listen to the customer
Empathize with them about their problem
Apologize to them for the trouble
Decide how to handle the situation

Of the two, I prefer LEARN. It is the same as LEAD, but includes the teamwork aspect that managers fawn over.

Hope this helps!

Answer 3

Earnestly smile at the customer, but not too much to make them think you're being rude. Say you're sorry for any inconviniences, ask them personal questions (i.e. So are you planning anything this summer? or Have you noticed how much this style of clothing is 'in' right now...etc...) to relief the situatuion & re-direct their anger. Remember no matter how mad or rude they get, say "Thank You for coming in" & "Have a great day".