MANAGE A COMPLAINT

-EMPATHY -CONFIDENCE -RECOGNITION -ENGAGEMENT

LISTEN ACTIVELY "I UNDERSTAND YOUR REACTION..."

ASK QUESTIONS THAT WILL HELP YOU BETTER UNDERSTAND THE SITUATION "WHAT MAKES YOU SAY THAT?" ... "COULD YOU TELL ME EXACTLY...?"

WAIT UNTIL "THE END OF THE WAVE" BEFORE APOLOGIZING, BUT NOT EXCESSIVELY

PARAPHRASE "IF I UNDERSTAND YOU WELL, YOU ARE SAYING THAT YOU HAVE..."

SUGGEST A SOLUTION "I SUGGEST, I INVITE YOU TO..."

DEMONSTRATE TO THE CUSTOMER THE BENEFITS THEY WILL RECEIVE FROM YOUR PROPOSAL "SO THAT YOU CAN..."

CONCLUDE THE CONVERSATION BY SUMMARIZING WHO DOES WHAT, WHEN, AND HOW

VARIOUS METHODS OF MANAGING OBJECTIONS -I SEE -YOU'RE RIGHT -I HEAR YOU -IT'S A GOOD THING YOU POINTED THAT TO ME

POSITIVE POSITIONING HOW TO SAY NO WITHOUT ACTUALLY SAYING IT