The Last Method Magic - Customer Service

THE L.A.S.T METHOD MAGIC - CUSTOMER SERVICE:-

Magic Method's - I'm going to teach you a very, very important thing for customer service. I want to work in customer service, and this is often actually one of the foremost important things I learned, and this is named the L-A-S-T or LAST approach. 

Special Method -So, to get started, let's talk a little bit about: What is customer service? So, customer service is once you have customers, of course, and you're trying to form your customers as comfortable and happy as possible. You're also trying to satisfy their needs and expectations, and solve any problems or situations that they may need. 

So, Magical Customer Service is a huge category. There are many, many different jobs where you employ Magical Customer Service. If you're employed during a hotel, for instance, as a clerk, you know, within the lobby, as a bellhop, you'll be using Magic Customer Service. If you work at a restaurant as a server, you will be using customer service, or as a hostess. If you're the manager of a store, you will be using customer service. If you're employed during a business or maybe ina hospital, you will be using customer service. 

So, just about any time you're dealing with people from the general public and they are Special Customers and you're trying to assist them, you're doing customer service. So, there are many various problems that a customer may need. What are some examples of some problems? Can you consider anything, a problem a customer might have? Maybe somebody charged them an excessive amount of for something, maybe they're during a store and therefore the lineups are too long, maybe a customer is at a hotel and they're not satisfied as their wi-fi may not be working or their bed is uncomfortable, either of them both.

 So, there are many various problems customers may need at different types of companies. In this video what I'm getting to teach you are: What does one do when a customer features a problem? Okay? So, a really easy thing to try to when a customer has a drag is named the LAST approach. "last", what does it stand for? Well, if a customer features a problem, the primary thing you ought to do is hear their problem, the next thing you ought to do is apologize, solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank you. 

Okay, therefore the initiative when a customer has a problem is to concentrate. So, the first thing you should do is find out what the problem is. ask them "How can I help you?"Okay? Once they begin explaining what the matter is, vital that you simply appear as if you're listening to which you are doing listen. Okay? So, you should not check out your watch: "Mm-hmm.Mm-hmm." Okay? That's a bad idea. You shouldn't check out the sky: "Uh, when is that this person going to prevent talking?" Okay? You shouldn't roll your eyes. Okay? No, no, no. You need to show that you simply actually care about what the customer is saying. So, showing you're listening is extremely important. You can repeat back to the customer what they're saying to point out that you simply understand and to make sure that you did understand.

 These are some examples. "So what you're saying is important ."You also can say: "Let me get this right..." "Let me get this right, what you're saying is that, you know, there is a problem at your table.", "What you're saying is that you've been waiting for your food for a long time." So it's important to show that you are listening and you acknowledge what they have said. Okay. Now, sometimes with customer service, you get a very angry customer, and perhaps they begin swearing, they begin using very bad language. Okay? So if this happens, vital that you simply aren't getting upset. Okay? When this happened to me within the past, I might pretend to be a computer. I would not take anything personally. So, if the person is rude... You know, it isn't right if somebody is saying something rude to you, if they're swearing at you, or they're making you feel uncomfortable. So, be polite. Okay? And emphasize the very fact that you're there to assist them. Sometimes this does not work, sometimes the person might keep yelling, keep swearing, and there in case you are going to possess to urge your manager.

 But an honest thing to do before that happens is attempt to be nice to the customer and just remind them to use...To settle down and to use nice language so you can help them. Okay? So now let's look at subsequent steps of LAST.  It doesn't matter if you didn't do anything wrong. Even if the customer is simply totally crazy and there's no problem, you should still apologize. Now, there's a special way to apologize. You do not say it's your fault. Okay? What you say is: "I'm sorry you've had a bad experience." This does not put blame on anybody. 

You're not saying: "We made a mistake", no. You're just saying: "I'm sorry you had a bad experience." Okay? So, this is a very important thing to do. Don't take the blame. Just say: "I'm sorry you've had a nasty experience." then, solve. Solve the problem. Fix the problem, make things right. So, how do you do that? Well, if you know what to do...If you can solve the problem and you know it's an easy problem to solve, you can tell them what you're going

we are going to assist you in your problem  If it is a Wi-Fi problem, for example: "Here's what we're getting to do to assist you. I'm going to send IT over to your hotel room to help fix the Wi-Fi. Here's what we're going to do to help you." Okay? Now, sometimes there are some problems where the customer asks you, they tell you the matter, you do not know what to try to to. Okay? You have no idea how to fix their problem. A good thing to try to do is to urge your manager therein case or your supervisor. So, you'll be honest. Okay? If you don't know what to do, you can tell them: "I'm not sure how to resolve this situation.", "I'm not sure how to resolve this situation. Let me ask my manager.", "Let me ask my supervisor." 

Okay? So it's good if you do not know what to try to, get somebody who does. Finally-very very important you'd now listened, apologized, solved, the ultimate thing you would like to try to do is to thank the customer.Okay? "Thank you for letting us know about this situation. We appreciate it. Thanks for assisting Okay? So, vital to thank the customer and endways a positive, friendly, note because you would like the customer to come. So, what are the four steps, again, to good.

Tags: Customer Retention, Customer Satisfaction, Product Branding, Customer Smile, Hospitality Management,