Listen
What is the first rule when a customer is expressing a concern?
Don’t interrupt the customer
How do you show appreciation after resolving a concern?
Thank the customer for their business and the opportunity to help
What should you focus on when solving a customer’s issue?
What you can do to help
How does thinking customers impact loyalty?
It builds trust and strengthens relationships
What is the first step when a customer throws a curveball?
Stay calm and listen
Why is it important to let the customer talk?
It allows them to express their feelings
What technique shows you were listening and Care
Repeating back what you heard from the customer
What does taking control of the situation show?
A commitment to finding a solution
Give an example of a thank you phrase.
We appreciate your business.
What should you avoid when handling curveballs?
Reacting defensively, or dismissing concern
What mindset should you adopt to understand Customer’s concerns?
Empathy put yourself in their situation
Why is treating customers as individuals important?
It shows understanding and respect not just seeing them as one of many
What tools help ensure the right fit for the customer?
Right size right fit
When should you think a customer?
After resolving their concerns or during an interaction
What strategy helps realign control during a curveball?
Focus on what you can do and offer solutions.
What should you avoid while listening to feedback?
Judging their feedback, stay objective and customer focused
What should you reiterate, after confirming the customer’s concern?
Appreciation for the opportunity to help
When should you use issue management?
After right size, right fit, and transfers options have been discussed with the customer
Why do we think customers?
To show that We Care and appreciate their business
What is the best way to end a curveball interaction?
Show appreciation or thank them for their business
What two actions show you are truly listening?
Let the Customer talk and refrain from interrupting.
What phrase demonstrates appreciation and understanding about the customers concern?
Thank you for bringing this to our attention
What is the ultimate goal when problem-solving?
To help the customer and resolve their concerns effectively.
What is the importance of gratitude?
Thanking customers show and appreciation creating a positive connection
What if you were unable to find a solution for the customer?
Acknowledge their concern by reinstating the issue clearly and explain that you will escalate the matter to the district manager for resolution and you will reach back out to them in a specific timeframe.