ASPCA, National Shelter Outreach
WHEN TWO PEOPLE INTERACT, THE POTENTIAL FOR CONFLICT IS INEVITABLE.
CUSTOMERS NEED TO:
Customers need to feel they are communicating effectively.
Customers need to feel you are happy to see them and willing to take care of them.
Anything you can do to make a customer feel special is a step in the right direction.
Use their name, compliment them.
A place to wait, rest or talk. Also psychological comfort — not being judged.
- Listen carefully to the complaint.
- Repeat the complaint back and get acknowledgment you heard it correctly.
- Acknowledge the customer’s feelings (anger, frustration, disappointment).
- Explain what action you will take to correct the problem.
- Thank the customer for bringing the problem to your attention.
Treat the other person with respect.
An irate person wants to know that:
- Someone is listening
- They are understood
- They are important and appreciated
- They are going to be helped
- They are talking to the right person
You cannot win by being irate also. The one what stays calm has control.
- Don’t take things personally.
- Focus on the problem, not the person.
- If you must say NO:
- Give an explanation
- Express your feelings
- Provide an alternative — be helpful
© 2001 ASPCA
424 East 92nd Street
New York, NY 10128-6804