Role sitxccs007.docx - Role play Customer have some complaints about the product but the product is not refundable but can be exchanged with another

Role sitxccs007.docx - Role play Customer have some...

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Role- play Customer have some complaints about the product but the product is not refundable but can be exchanged with another product. Before we start our role play we should consider following techniques. In any case, the best thing to remember when you have a customer negatively addressing you is one simple acronym: HEARD. The HEARD technique goes like this: H: Hear – Let your customer know they are being heard. Be patient, and don’t cut them off. E: Empathize – Having empathy in business pays off in all relationships—practice understanding and compassion when listening to your customer’s grievances. A: Apologize – Even if you were not at fault, after empathizing with the customer, you should be able to sincerely apologize. Nobody likes being inconvenienced; you should understand that. It’s like replying to a negative review IRL. (Pro tip: there are reputation management tools to help with angry customers online.) R: Resolve – Come to some sort of common ground with the customer. Ask how you can help. Find a way
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