Greeting the Owner
This simple action shows the owner you're giving them full attention from the start.
What is standing and greeting the owner?
After greeting, you should invite the owner to do this.
What is be seated and describe their concern?
After listening, your goal is to do this.
What is manage the complaint or resolve the issue?
You should do this if the owner remains dissatisfied.
What is refer to your people leader?
The final step in the 5-step model.
The importance of being at eye level when addressing an angry owner.
What is creating a level playing field to reduce power imbalance?
This is the main reason you should stay calm and avoid being defensive when speaking with an upset owner.
What is it helps deescalate the situation and keeps communication productive?
Fixing a situation directly refers to a _______. Recommending alternatives refers to a ______.
DOUBLE POINTS
What is a problem and a complaint?
The reason not to promise the supervisor can fix the issue.
What is it keeps the referral neutral and avoids false expectations?
Thanking the owner shows this about your attitude.
What is commitment to resolving issues and valuing their feedback?
You should greet the owner by doing this when possible.
What is using their name?
This technique shows the owner you're truly hearing their concerns.
What is empathizing and paraphrasing?
This builds long term trust and loyalty when the owner brings you a complaint.
What is dealing with the complaint personally?
The owner's name, key issues, and proposed solutions are examples of this.
What are things you should summarize for your people leader?
Doing this helps improve the Owner's self-esteem after a conflict.
What is using affirming language or praising their communication?
This question, often asked during the greeting, shows both empathy and a readiness to help.
What is "How may i help you today?"
Listening attentively allows you to gather this.
What is additional information or the full picture of the issue?
The goal is not just to solve the issue, but to do this for the relationship.
What is strengthen or preserve it?
This is how you reassure the owner when making a referral.
What is emphasizing continued support and concern?
After resolving the issue, doing this ensures the Owner feels supported beyond the initial interaction.
What is arranging a follow-up to confirm satisfaction?
The greeting phase supports which key outcome in owner interaction?
What is setting a respectful tone and showing empathy?
The reason angry owners might still blame you even if you're not responsible.
What is they need to express frustration and feel heard?
The distinction between resolving vs. managing depends on this.
What is your authority or the nature of the issue?
This action maintains continuity and respect for the Owner during a referral.
What is returning to the owner and introducing them to the people leader personally?
The long-term effect of handling conflict with empathy and care.
What is increased Owner loyalty and satisfaction?