An example of a customer care scene…starting off by getting it wrong and then doing it right.
The course looks at The 5 Prime keys of good service; using the H.E.A.R.D principles, thus:
H – Hear what your customer has to say.
E – Empathize with their situation.
A – Ask questions to determine what can be done to create a solution.
R – Respond with a solution to the problem.
D – Deliver on the promise made to the customer.
It also addresses handling anger from others and adopting the correct overall attitude for effective customer care.