Ateneo Professor on Entrepreneurship
From Dale Carnegie on outstanding customer service
The customer service resolution is based on one of the teachings of Dale Carnegie:
l. Be genuinely interested in other person;
2. Do not criticize, complain, or condemn,;
3. Show honest and sincere appreciation.
There are 8 steps:
l. Greet;
2. Listen
3. Question
4. Empathize
5. Address the issue
6 . Test question
7. Offer additional help
8. Follow through
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Customer complaints is a common problem of any form of business and should be handled in a professional manner. If not, it can be a cause of a much more problem.
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