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SAFETY TOPIC 9
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Ask questions, listen up
Opener
If a customer comes to you with an issue, it’s important to slow down, ask questions, and listen.
Key points
Q: What could happen if we don’t ask the right questions to get the information we need?
A: Waste time | Make assumptions | Wrong solution | Takes longer | Frustration | Costs money
Q: How can you stay focused when the customer is speaking?
A: Wait to speak | Don’t be distracted | Repeat it back to make sure you understand | Take your time
Q: What extra steps can you take to make it an even better experience?
A: Apologize for the issue | Remain calm | Thank the customer for coming to you | Come back with an update
Wrap up
The first step in solving a problem is getting as much information about it as possible. Ask the right questions so that we can make the right decisions!