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)