Join Jeff Toister for an in-depth discussion in this video Conducting an after-action review, part of Working with Upset Customers.
- The first customer I ever served stormed off in a huff. … I was working in a clothing store when a man approached … and asked if we carry Dockers. … When I didn't give him the answer he was looking for, … he got angry, made a rude comment … and walked out of the store. … I've always been grateful for this customer … because he gave me the opportunity to learn from experience. … I'd like to share that lesson with you in this video, … it's a technique called the after-action review. … No matter how difficult a customer was to serve, … there may have been something … you could have done differently … that would have gotten a better result. … Now, I'm not saying that all angry customers are your fault, … but what I am saying is there's almost always something … we can do better. … A willingness to learn from experiences … is the mark of a true customer service professional. … Here's how to complete an after-action review. … Step one is to replay the scenario in your mind, … the key is to focus on yourself not the customer. …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words