Bài đọc · ~134 từ
AWhen a client calls while angry about a late delivery or a mistake in an order, the first few seconds of the conversation often decide whether the call gets worse or starts to calm down.
BExperienced staff say the most useful first step is simply to let the client finish speaking completely, without interrupting to explain or defend the company, even if the client's version of events is not fully accurate.
CAfter listening, repeating the problem back in simple words, such as "So your order arrived three days late and the wrong size was sent," shows the client they were actually heard, not just tolerated.
DOnly after this should staff offer a solution. Clients who feel rushed toward a fix before feeling heard often stay angry even if the solution itself is perfectly reasonable.