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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