Customer Service eLearning & Onsite Training

How to Acknowledge Customer Concern- and Why You Must

I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said:

“Ms. Golden, this is a system error. You’re checked in all the way through to Tulsa. I don’t want you to worry at all. Your flight is confirmed, and you’re checked in. You have a few options for getting your boarding pass (she gave me three easy options), but I want you to know it’s all good. You’re confirmed and checked in.”

“I don’t want you to worry at all” was precisely the right thing to say to me. The employee zeroed in on my concern that my flight wasn’t confirmed, and she entirely used the right words to acknowledge my fear and to put me at ease. By recognizing my concern, she made me feel like she understood me. This feeling of understanding gave me a sense of rapport with her.

In my all-new Telephone Skills e-learning course, I teach your employees how to put customers at ease and build rapport over the phone by acknowledging their customer’s concern, just like the lady at American did for me.

Share 4-minutes of my Telephone Skills eLearning with your employees using my video, “How to Acknowledge Customer Concern,” and then sign your team up for the full training suite.

Telephone Skills eLearning to Help Your Employees Speak with Friendliness and Empathy, and to Handle Difficult Customers with More Ease –  with Progress Reports, Quizzes and SCORM option. 

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