From the course: Customer Service at Your First Retail Job
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How to deal with an irate customer
From the course: Customer Service at Your First Retail Job
How to deal with an irate customer
- Years ago, I owned a restaurant in Hollywood. We had a lot of celebrities that would come in to dine. One night, a film celebrity came in to dine with his wife. He ordered a medium-rare steak, easy. But when it got to his table, it was cooked well done. He was livid, yelling at our server, so I stepped in. And what did I do to turn around that customer? I followed five simple steps. First, I let the customer vent. He said he had a show later and you know, I nodded in agreement and said "I understand." I let him vent without saying a word until he was finished. While he was complaining, I motioned to my server to get another steak for him immediately. Second, show empathy. When he finally ran out of steam, I calmly said, "I totally understand. "It's super frustrating for me when a restaurant makes a mistake on my order too." Third, solve the problem. I told him, "We're already preparing you a new one, "and I promise it'll be perfectly cooked "and at your table ASAP. "Can I buy you…
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