Customer service is the backbone of any successful business. It not only resolves issues and addresses concerns but also creates memorable experiences that keep customers coming back. Exceptional customer service can set you apart from your competitors.
Great Customer Service Starts with LEAST
An important aspect of providing customer service is the ability to deal with challenges when they arise. To solve these customer service challenges, remember this acronym: L.E.A.S.T. – Listen, Empathize, Apologize, Solve and Thank.
- Listen: To show that you’re actively listening to your customer, repeat their concern: “I understand that we appear to be out of the item you’re looking for.”
- Empathize: Show genuine concern while putting yourself in the customer’s shoes.
- Apologize: A sincere “I’m sorry” goes a long way. “I’m sorry this happened. I’m happy to help fix it.”
- Solve: Find a solution as best you can. You may not be able to completely solve the customer’s problem right that minute, but moving toward a solution is often enough. “It looks like we do not have any of that item in stock at the moment. Can I offer you an alternative that’s equally popular?”
- Thank: Thank customers for bringing the problem to your attention and for simply being a customer. “Thank you for letting us know so we can get this corrected. Please come back again to try our fresh donuts!”
Empower Employees to be Problem Solvers
Empower your employees to respond properly to any kind of customer service request. To be successful, they’ll need training on the LEAST technique and the autonomy to make good decisions. You’ll need to support them, even if they make mistakes from time to time. In those cases, it’s wise to discuss the matter privately, never in front of customers. A good way to start: “What could we have done differently to prevent the situation from occurring?”
Employees who can solve problems and know they have the backing of management will provide great service. Employees should be able to take care of most customer service issues. Equally as important, make sure your customer service training teaches employees to recognize situations that truly require management involvement.
Online Training for LEAST Problem Solving
As part of our comprehensive Convenience Store Training suite, our Problem Solving Techniques module ensures your employees are properly trained in handling customer complaints and solving problems with the LEAST technique – all delivered through our trainingGrid® learning management system. This flexible system comes with a variety of robust features customizable to fit your needs in addition to built-in reporting and certification tools to help maintain compliance.
