KEY ACTIONS
- Uses key principal – establishes good interpersonal relationships by helping people feel valued, appreciates, and included in discussions ( enhances self-esteem, empathizes, involves, discloses, supports ).
- Acknowledges for person – Greets customers promptly and courteously; gives customers full attention.
- Clarifies the current situation – Asks question to determines needs; listens carefully; provides appropriate information; summarizes to check understanding.
- Meets exceeds needs – Acts promptly in routine situations; agrees on a clear course of action in nonroutine situations; takes opportunities to exceeds expectations without making unreasonable commitments.
- Confirms satisfaction - Asks question to check for satisfaction; commits to follow-through, if appropriate; thanks customer.
- Takes the “heat” – Handles upset customers by hearing the customer out, empathizing, apologizing. And taking personal responsibility for resolving customer problems/issues. (Building Customer Loyalty)