Greeting (stay positive and confident)
Start with Yes and the Customer’s Name: “Oh my gosh… that’s terrible. Who do I have the pleasure of speaking with? Mr./Mrs. ___________, you have done the right thing by calling to let us know our services have not been perfect. I am going to make it my top priority to take care of you today.”
Listen and Care: “Tell me more…” “Oh no, that’s terrible.”
Say Yes: I’m glad you called to let us know. We are going to fix this.
Ask: I want to get someone out there as soon as possible. How soon are you available?