Monday, November 2, 2009

Handling Customer Complaints – the LAST-C technique.

The LAST technique for handling customer complaints has been around for some time and you can Google to find several versions.

I have had great success with what I call the LAST-C process.
Bottom Line: not only will you decrease customer complaints, you will gain more business as a result of using this process.

Acronym defined:

L- Listen

A-Apologize

S-Suggest a Solution

T- Thank

C- Communicate

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1 comment:

Zepharia Andres said...

The future rewards those who press on. I don't have time to feel sorry for myself. I don't have time to complain. I'm going to press on. See the link below for more info.

#complain
www.ufgop.org