Vivências e convivências

Vivências e convivências

sexta-feira, 23 de outubro de 2015

Handle complaints with class


> Let the person talk. Don´t interrupt!

> Listen empathetically with full attention.

> If you can, be of help personally.

> If you cannot be of help personally, transfer the call to the person most likely to be able to help.

> Never be defensive or rude.

> Never become emotional.

> Never tell the caller what you cannot do.

> Take notes and repeat the person´s words back.

> Tell the caller what you can do, then do it promptly.



(written by Valerie Sokolosky, in The Little Instruction Book of Business Etiquette)


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