Why choose us

HEART

• Hear: We listen to what the customer is saying, and do not interrupt. If they are extremely frustrated, interjecting or correcting them will only exacerbate the problem. You can’t fix the problem if you don’t pay attention to the details.

• Empathize: We put ourselves in the customer’s shoes and let them know you understand how frustrating the situation is for them. Is it something you’ve been through too?

• Apologize: A sincere apology can go a long way toward soothing someone’s feelings of anger or frustration.

• Respond: Now is the time to solve the problem. If it can’t be solved right away, let them know that you are starting the process immediately. Set expectations. If it’s something you need to look into, let them know when you will get back to them with an answer.

• Thank: Thank the customer for bringing the problem to your attention and for using your product or service. After all, they could have chosen to simply leave a negative review and never use your business again. They took the time to give you a chance to fix the issue and change their customer experience for the better.