Customer service is a vital aspect of any business. It is about making customers feel comfortable, meeting their needs, and solving any problems they may have. Whether you are working in a hotel, restaurant, retail store, or any other business, you are providing customer service.
When a customer has a problem, it is important to handle it effectively. The LAST approach can help you in these situations. LAST stands for Listen, Apologize, Solve, and Thank.
Listen to the Customer
The first step in the LAST approach is to listen attentively to the customer. Ask them what the problem is and show genuine interest in their concerns. Avoid distractions and make the customer feel heard. You can also repeat back to the customer what they have said to ensure understanding.
Even if the problem is not your fault, it is essential to apologize to the customer. Express empathy by saying, “I’m sorry you’ve had a bad experience.” This demonstrates that you understand their frustration and are committed to finding a resolution.
Solve the Problem
After apologizing, focus on finding a solution to the customer’s problem. If you know how to solve it, explain to the customer what you will do to help them. For more complex issues, it is acceptable to involve your manager or supervisor. Being honest about not knowing the solution and seeking assistance shows a commitment to resolving the problem effectively.
Thank the Customer
Once the issue has been resolved, thank the customer for bringing it to your attention. This shows appreciation for their feedback and encourages a positive relationship. A simple “Thank you for letting us know about this situation” or “Thank you for bringing this to our attention” goes a long way in leaving a positive impression on the customer.
Remember, providing exceptional customer service is crucial for building trust and loyalty. By following the LAST approach, you can handle customer problems with professionalism and ensure their satisfaction.
To learn more about customer service techniques, visit the Banking Blog and take the quiz on Listen, Apologize, Solve, and Thank. Improve your English skills while practicing essential customer service strategies.
Until next time, take care and keep providing remarkable customer service!