How to give great customer service: The L.A.S.T. method

Summary

In this educational video, Emma introduces the LAST approach to effective customer service. She explains that listening, apologizing, solving the issue, and thanking the customer are the key steps to handle customer problems. Emma emphasizes the importance of showing empathy, not taking blame, and seeking help from a manager if needed. The video aims to equip viewers with the skills to make customers feel valued and satisfied.

Takeaways

• 😀 Customer service is about making customers comfortable, happy, and meeting their needs and expectations.
• 🏢 Customer service is a broad category applicable in various jobs such as in hotels, restaurants, retail, and healthcare.
• 🤔 Common customer problems can range from overcharging to long wait times or service issues like Wi-Fi not working.
• 👂 The LAST approach stands for Listen, Apologize, Solve, and Thank, which is a structured way to handle customer issues.
• 👁️‍🗨️ Listening to the customer involves actively showing that you are paying attention and understanding their problem.
• 🙇‍♀️ Apologizing does not mean admitting fault; it's about expressing regret for the customer's negative experience.
• 🛠️ Solving the problem requires taking action to resolve the issue or escalating to a manager if necessary.
• 🙏 Thanking the customer is crucial for ending the interaction on a positive note and encouraging repeat business.
• 😡 When dealing with angry customers, remain calm and polite, and if needed, involve a manager to help de-escalate the situation.
• 💡 If unsure how to solve a problem, be honest and seek guidance from a supervisor or manager to ensure customer satisfaction.

Q & A

What is the main topic of Emma's video?

The main topic of Emma's video is teaching the LAST approach in customer service, which stands for Listen, Apologize, Solve, and Thank.

What does Emma define as customer service?

Emma defines customer service as the process of making customers comfortable and happy, meeting their needs and expectations, and solving any problems or situations they might have.

Why is the LAST approach important in customer service?

The LAST approach is important because it provides a structured way to handle customer problems effectively, ensuring that customers feel heard, acknowledged, and valued.

What should you do first when a customer has a problem according to the LAST approach?

According to the LAST approach, the first step when a customer has a problem is to listen to their issue attentively.

How should you show that you are listening to a customer's problem?

You should show that you are listening by maintaining eye contact, not looking away or displaying impatience, and by repeating back or summarizing what the customer has said to confirm understanding.

What is Emma's advice for dealing with an angry customer who uses bad language?

Emma advises to remain calm, not take anything personally, and to politely ask the customer to calm down and use nicer language so that you can help them.

How should you apologize to a customer in the LAST approach?

In the LAST approach, you should apologize by saying 'I'm sorry you've had a bad experience' without taking blame or admitting fault.

What should you do if you can't solve the customer's problem immediately?

If you can't solve the problem immediately, you should be honest and tell the customer you're not sure how to resolve the situation, and then involve your manager or supervisor for assistance.

Why is it important to thank the customer after resolving their issue?

Thanking the customer is important to end the interaction on a positive note, to show appreciation for their patience and feedback, and to encourage them to return.

What is the purpose of the quiz mentioned at the end of the video?

The purpose of the quiz is to allow viewers to practice their English and reinforce the concepts of the LAST approach in customer service.

How can the LAST approach help in various customer service roles?

The LAST approach can help in various customer service roles by providing a universal method to handle customer complaints and issues, ensuring consistent and effective service across different industries.