How to give great customer service: The L.A.S.T. method
English with Emma · engVid・2 minutes read
Customer service involves meeting customer needs and solving problems in various settings like hotels, restaurants, stores, and hospitals. The LAST approach, standing for Listen, Apologize, Solve, and Thank, is crucial in addressing customer issues effectively.
Insights
- The LAST approach in customer service, which stands for Listen, Apologize, Solve, and Thank, provides a structured framework for effectively addressing customer problems with genuine care and professionalism.
- Active listening, genuine interest, and maintaining a calm demeanor are essential components when dealing with customer issues, emphasizing the importance of empathy, problem-solving, and gratitude in creating positive interactions.
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Recent questions
What is the LAST approach in customer service?
The LAST approach in customer service stands for Listen, Apologize, Solve, and Thank.
How should you handle an angry customer?
Remain calm, polite, and offer assistance.
What are common customer service problems?
Overcharging, long lineups, Wi-Fi issues, uncomfortable accommodations.
How can you show genuine interest when listening to a customer?
Avoid distractions, repeat back for understanding.
Why is it important to follow the LAST approach in customer service?
To effectively address customer problems and maintain positive relationships.
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Summary
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Effective Customer Service: Listen, Apologize, Solve, Thank
- Customer service involves making customers comfortable, meeting their needs, and solving any problems they may have in various job settings like hotels, restaurants, stores, and hospitals.
- Examples of customer problems include overcharging, long lineups, Wi-Fi issues, and uncomfortable accommodations.
- The LAST approach stands for Listen, Apologize, Solve, and Thank when dealing with customer problems.
- When listening to a customer's problem, it's crucial to show genuine interest, avoid distractions, and repeat back to ensure understanding.
- When faced with an angry customer, remain calm, polite, and emphasize your willingness to help, even if they are using inappropriate language.
- After listening, the next steps in the LAST approach are to apologize by expressing regret for the customer's experience, solve the problem by taking appropriate action, and thank the customer for bringing the issue to your attention.
