Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
3.1 Uses Key Principles——Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions (enhances self-esteem, empathizes, involves, discloses, supports).
3.2 Acknowledges the person——Greets customers promptly and courteously; gives customers full attention.
3.3 Clarifies the current situation——Asks questions to determine needs; listens carefully; provides appropriate information; summarizes to check understanding.
"3.4 Meets or exceeds needs——Acts promptly in routine situations; agrees on a clear course of action in non-routine situations; takes opportunities to exceed expectations without making unreasonable commitments.
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3.5 Confirms satisfaction——Asks questions to check for satisfaction; commits to follow-through, if appropriate; thanks customer.
"3.6 Takes the ""HEAT""——Handles upset customers by hearing the customer out, empathizing, apologizing, and taking personal responsibility for resolving customer problems/issues.
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