How to give great customer service: The L.A.S.T. method สาธารณะ
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http://www.engvid.com/ Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give great customer service. You will learn many polite expressions you can use with your customers. I will explain the Listen, Apologize, Solve, and Thank (L.A.S.T) method, which will help your performance at any customer service job. Ill also give you my customer service tips for dealing with an angry customer. After this video, watch Rebeccas video about phone customer service: https://www.youtube.com/watch?v=KBSrZYXkkyE
Take the quiz at http://www.engvid.com/how-to-give-great-customer-service-the-last-method/
TRANSCRIPT
Hello. My name is Emma, and in todays video I am going to teach you a very, very important thing for customer service. I used to work in customer service, and this is actually one of the most important things I learned, and this is called the L-A-S-T or LAST approach.
So, to get started, lets talk a little bit about: What is customer service? So, customer service is when you have customers, of course, and youre trying to make your customers as comfortable and happy as possible. Youre also trying to meet their needs and expectations, and solve any problems or situations that they might have. So, customer service is a huge category. Theres many, many different jobs where you use customer service. If you work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you will be using customer service. If you work at a restaurant as a server, youll be using customer service, or as a hostess. If youre the manager of a store, youll be using customer service. If you work in a business or even in a hospital, youll be using customer service. So, pretty much any time youre dealing with people from the public and theyre customers and youre trying to help them, youre doing customer service.
So, there are many different problems that a customer might have. What are some examples of some problems? Can you think of anything, a problem a customer might have? Maybe somebody charged them too much for something, maybe theyre in a store and the lineups are too long, maybe a customer is at a hotel and theyre very unhappy because the Wi-Fi isnt working or their beds uncomfortable. So, theres so many different problems customers might have at different types of businesses.
In this video what Im going to teach you is: What do you do when a customer has a problem? Okay? So, a very easy thing to do when a customer has a problem is called the LAST approach. "LAST", what does it stand for? Well, if a customer has a problem, the first thing you should do is listen to their problem, the next thing you should do is apologize, solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank. Were going to look at expressions we use to show were listening, expressions to apologize, expressions that can help us solve problems, and expressions to thank customers.
Okay, so the first step when a customer has a problem is to listen. So, the first thing you should do is find out what the problem is. You can ask them: "What seems to be the problem?" or "How can I help you?" Okay? Once they start explaining what the problem is, very important that you look like youre actually listening and that you do listen. Okay? So, you shouldnt look at your watch: "Mm-hmm. Mm-hmm." Okay? Thats a bad idea. You shouldnt look at the sky: "Uh, when is this person going to stop talking?" Okay? You shouldnt roll your eyes. Okay? No, no, no. You need to show that you actually care about what the customer is saying.
So, showing youre listening is very important. You can repeat back to the customer what theyre saying to show that you understand and to make sure that you did understand. So: "So what youre saying is, you know, theres no hot water in this hotel.", "So what youre saying is the Wi-Fis not working and youre not happy with that." Okay? These are some examples. "So what youre saying is _________." You can also say: "Let me get this right..." "Let me get this right, what youre saying is that, you know, theres a problem at your table.", "What youre saying is that youve been waiting for your food for a really long time." So its important to show that you are listening and you acknowledge what they have said.
Okay. Now, sometimes with customer service you get a customer whos very angry, and maybe they start swearing, they start using very bad language. Okay? So if this happens, very important that you dont get upset. Okay? When this happened to me in the past, I would actually pretend to be a computer. I would not take anything personally. I would just smile and pretend to be a computer, and thats how I got through angry customers. So, if the person is rude... You know, its not right if somebody is saying something rude to you, if theyre swearing at you, or theyre making you feel uncomfortable. So, be polite. Okay?
Take the quiz at http://www.engvid.com/how-to-give-great-customer-service-the-last-method/
TRANSCRIPT
Hello. My name is Emma, and in todays video I am going to teach you a very, very important thing for customer service. I used to work in customer service, and this is actually one of the most important things I learned, and this is called the L-A-S-T or LAST approach.
So, to get started, lets talk a little bit about: What is customer service? So, customer service is when you have customers, of course, and youre trying to make your customers as comfortable and happy as possible. Youre also trying to meet their needs and expectations, and solve any problems or situations that they might have. So, customer service is a huge category. Theres many, many different jobs where you use customer service. If you work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you will be using customer service. If you work at a restaurant as a server, youll be using customer service, or as a hostess. If youre the manager of a store, youll be using customer service. If you work in a business or even in a hospital, youll be using customer service. So, pretty much any time youre dealing with people from the public and theyre customers and youre trying to help them, youre doing customer service.
So, there are many different problems that a customer might have. What are some examples of some problems? Can you think of anything, a problem a customer might have? Maybe somebody charged them too much for something, maybe theyre in a store and the lineups are too long, maybe a customer is at a hotel and theyre very unhappy because the Wi-Fi isnt working or their beds uncomfortable. So, theres so many different problems customers might have at different types of businesses.
In this video what Im going to teach you is: What do you do when a customer has a problem? Okay? So, a very easy thing to do when a customer has a problem is called the LAST approach. "LAST", what does it stand for? Well, if a customer has a problem, the first thing you should do is listen to their problem, the next thing you should do is apologize, solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank. Were going to look at expressions we use to show were listening, expressions to apologize, expressions that can help us solve problems, and expressions to thank customers.
Okay, so the first step when a customer has a problem is to listen. So, the first thing you should do is find out what the problem is. You can ask them: "What seems to be the problem?" or "How can I help you?" Okay? Once they start explaining what the problem is, very important that you look like youre actually listening and that you do listen. Okay? So, you shouldnt look at your watch: "Mm-hmm. Mm-hmm." Okay? Thats a bad idea. You shouldnt look at the sky: "Uh, when is this person going to stop talking?" Okay? You shouldnt roll your eyes. Okay? No, no, no. You need to show that you actually care about what the customer is saying.
So, showing youre listening is very important. You can repeat back to the customer what theyre saying to show that you understand and to make sure that you did understand. So: "So what youre saying is, you know, theres no hot water in this hotel.", "So what youre saying is the Wi-Fis not working and youre not happy with that." Okay? These are some examples. "So what youre saying is _________." You can also say: "Let me get this right..." "Let me get this right, what youre saying is that, you know, theres a problem at your table.", "What youre saying is that youve been waiting for your food for a really long time." So its important to show that you are listening and you acknowledge what they have said.
Okay. Now, sometimes with customer service you get a customer whos very angry, and maybe they start swearing, they start using very bad language. Okay? So if this happens, very important that you dont get upset. Okay? When this happened to me in the past, I would actually pretend to be a computer. I would not take anything personally. I would just smile and pretend to be a computer, and thats how I got through angry customers. So, if the person is rude... You know, its not right if somebody is saying something rude to you, if theyre swearing at you, or theyre making you feel uncomfortable. So, be polite. Okay?
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