Listening to the customer (Customer Service)
Don’t blame me, mate. You bought it.
 
When dealing with a complaint, listen and empathise, don’t sympathise. Allow the customer to talk - don’t get defensive, and summarise your understanding before offering solutions.

• Listen and empathise
• Don’t get defensive
 
Trainer Tools
Personal Action Plan
When Things Go Wrong Workshop Guide
 Documents
CSE-ESS When Things Go Wrong Infographic
Customer Service Essentials Summary Infographic