A great process I heard today from Charles Duhigg (New York Times reporter and author of “The Power of Habit”) about how to deal with angry customers. Starbucks trains their staff to use the “LATTE” method.
- L isten (to their complaint)
- A cknowledge (their complaint)
- T hank the customer (for complaining)
- T ake action (doing what they asked)
- E xplain why the problem occurred (and why it won’t happen again)
Customer satisfaction skyrocketed when they implemented this method.