How Do You Deal With An Unsatisfied Customer? Use H.E.A.T.

Strategies to Deal with an Unsatisfied Customer

Customer service is the backbone to every business, right? So why do the majority of retail people lack customer service skills? I believe the root of the problem lies in the fact that many organizations do not teach their employees how to deal with customers who have a problem. Over the next week we will identify four strategies that will help you manage the situation when you find yourself face-to-face with an unsatisfied customer.

I will be discussing the HEAT approach to handling dissatisfied customers.

H - Hear the customer out

E - Empathize with the customer

A - Apologize to the customer

T - Take responsibility for action