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

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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!