917 - Solve Those Problems and Elevate Your Customer Experience
Roz and Jed Buck, Principals, Roz and Jed Training & Consulting
We all try to provide an excellent customer service experience 100% of the time. Unfortunately, sometimes things don’t go as planned. At that crucial customer experience moment, we can either lose a customer forever or turn them into a raving fan by solving their problem with compassion and empathy. This session provides a specific, easy-to-remember strategy for you and your team to use every time you want to eliminate your customers’ frustrations, meet their needs, and ultimately exceed their expectations as you effectively solve their problems. You will learn the strategy, practice it, and take away a step-by-step cue card to help you implement it with your team.
- Recall the the importance of effectively solving customer problems.
- Use and explain the “solve those problems” (STP) strategy for addressing and resolving customer complaints.