This form should be used any time you’re unable to resolve a customer’s concern. Remember; a second set of eyes and a different perspective on a situation can be a powerful and helpful tool. We’ll solve more issues together than we will on our own.
When hearing from a customer remember to:
- Listen to them, let them talk
- Take notes
- Stay calm, kind, relaxed and professional
- Don’t take it personally
- Empathize
- Assure the customer that we are here to help
At the end of the interaction, review your notes to make sure they know you have all the details. Let them know of this concern resolution process – that managers will be reviewing their issue and that we work as a team. Establish a clear expectation for follow up.