Page 63 - Sales & Service Excellence 2019

The best recourse of action with any upset customer— whether on the telephone or in person in a store--is to establish and maintain an appropriate, professional and calm tone for the conversation. Show your professionalism
and commitment to helping him/her by continuing to be empathetic, repeatedly saying such things as,
“I am so sorry that you had this experience, and I can totally understand your frustration.”
Or
“Oh, my goodness, I am so sorry that this happened. I can understand why you are upset and I will do all I can to fix this situation for you.”
Generally, as soon as the customer feels totally “heard” and that you understand why and how upset they are, they will calm down and perhaps even apologize for their original outburst, to which you could reply,
“Thank you and I’m just happy that we were able to find a solution.”
If, despite your best efforts, a customer remains displeased with your attempts to rectify his/her complaint, you should turn that customer over to a manager to ensure that he/ she does not hang up or leave the store while still upset for some reason with Lancôme.
“I am sorry that you do not seem to be pleased with my service. If you don’t mind, I would like for you to have an opportunity to speak to my manager, who may be better able assist.”
SALES & SERVICE EXCELLENCE 61