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  • Hello. My name is Emma, and in today's video I am going to teach you a very, very important

  • thing for customer service. I used to work in customer service, and this is actually

  • one of the most important things I learned, and this is called the L-A-S-T or LAST approach.

  • So, to get started, let's talk a little bit about: What is customer service?

  • So, customer service is when you have customers, of course, and you're trying to make your customers as

  • comfortable and happy as possible. You're also trying to meet their needs and expectations,

  • and solve any problems or situations that they might have. So, customer service is a

  • huge category. There's many, many different jobs where you use customer service. If you

  • work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you

  • will be using customer service. If you work at a restaurant as a server, you'll be using

  • customer service, or as a hostess. If you're the manager of a store, you'll be using customer

  • service. If you work in a business or even in a hospital, you'll be using customer service.

  • So, pretty much any time you're dealing with people from the public and they're customers

  • and you're trying to help them, you're doing customer service.

  • So, there are many different problems that a customer might have. What are some examples

  • of some problems? Can you think of anything, a problem a customer might have? Maybe somebody

  • charged them too much for something, maybe they're in a store and the lineups are too

  • long, maybe a customer is at a hotel and they're very unhappy because the Wi-Fi isn't working

  • or their bed's uncomfortable. So, there's so many different problems customers might

  • have at different types of businesses.

  • In this video what I'm going to teach you is: What do you do when a customer has a problem?

  • Okay? So, a very easy thing to do when a customer has a problem is called the LAST approach.

  • "LAST", what does it stand for? Well, if a customer has a problem, the first thing you

  • should do is listen to their problem, the next thing you should do is apologize,

  • solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank. We're going to

  • look at expressions we use to show we're listening, expressions to apologize, expressions that

  • can help us solve problems, and expressions to thank customers.

  • Okay, so the first step when a customer has a problem is to listen. So, the first thing

  • you should do is find out what the problem is. You can ask them:

  • "What seems to be the problem?" or "How can I help you?" Okay? Once they start explaining what the problem is,

  • very important that you look like you're actually listening and that you do listen. Okay? So,

  • you shouldn't look at your watch: "Mm-hmm. Mm-hmm." Okay? That's a bad idea. You shouldn't

  • look at the sky: "Uh, when is this person going to stop talking?" Okay? You shouldn't

  • roll your eyes. Okay? No, no, no. You need to show that you actually care about what

  • the customer is saying.

  • So, showing you're listening is very important. You can repeat back to the customer what they're

  • saying to show that you understand and to make sure that you did understand. So:

  • "So what you're saying is, you know, there's no hot water in this hotel.",

  • "So what you're saying is the Wi-Fi's not working and you're not happy with that." Okay? These are some

  • examples. "So what you're saying is _________." You can also say: "Let me get this right..."

  • "Let me get this right, what you're saying is that, you know, there's a problem at your

  • table.", "What you're saying is that you've been waiting for your food for a really long

  • time." So it's important to show that you are listening and you acknowledge what they

  • have said.

  • Okay. Now, sometimes with customer service you get a customer who's very angry, and maybe

  • they start swearing, they start using very bad language. Okay? So if this happens, very

  • important that you don't get upset. Okay? When this happened to me in the past, I would

  • actually pretend to be a computer. I would not take anything personally. I would just

  • smile and pretend to be a computer, and that's how I got through angry customers. So, if

  • the person is rude... You know, it's not right if somebody is saying something rude to you,

  • if they're swearing at you, or they're making you feel uncomfortable. So, be polite. Okay?

  • Smile or be friendly, and say:

  • "I really want to help you, but your language is getting in the way.

  • I understand you're frustrated. Please calm down so I can help you." Okay?

  • And really emphasize the fact that you're there to help them. Sometimes this doesn't

  • work, sometimes the person might keep yelling, keep swearing, and in that case you're going

  • to have to get your manager. But a good thing to do before that happens is try to be nice

  • to the customer and just remind them to use... To calm down and to use nice language so you

  • can help them. Okay? So now let's look at the next steps of LAST.

  • Okay, so after you have listened to the customer's problem, the next thing you do is apologize.

  • It does not matter if you didn't do anything wrong. Even if the customer is just totally

  • crazy and there is no problem, you should still apologize. Now, there's a special way

  • to apologize. You do not say it's your fault. Okay? What you say is:

  • "I'm sorry you've had a bad experience."

  • This does not put blame on anybody. You're not saying:

  • "We made a mistake", no. You're just saying:

  • "I'm sorry you had a bad experience."

  • Okay? So, this is a very important thing to do.

  • Don't take the blame. Just say: "I'm sorry you've had a bad experience."

  • After that, solve. Solve the problem. Fix the problem, make things right. So, how do

  • you do that? Well, if you know what to do... If you can solve the problem and you know

  • it's an easy problem to solve, you can tell them what you're going to do.

  • "Here's what we're going to do to help you." Okay? If it's a Wi-Fi problem, for example:

  • "Here's what we're going to do to help you. I'm going to send IT over to your hotel room to help fix

  • the Wi-Fi. Here's what we're going to do to help you." Okay? Now, sometimes there are

  • some problems where the customer asks you, they tell you the problem, you don't know

  • what to do. Okay? You have no idea how to fix their problem. A good thing to do is to

  • get your manager in that case or your supervisor. So, you can be honest. Okay? If you don't

  • know what to do, you can tell them: "I'm not sure how to resolve this situation.",

  • "I'm not sure how to resolve this situation. Let me check with my manager.",

  • "Let me check with my supervisor." Okay? So it's good if you don't know what to do, get somebody who does.

  • Finally-very, very important-you've now listened, apologized, solved, the final thing you need

  • to do is thank the customer. Okay?

  • "Thank you for letting us know about this situation.

  • We appreciate it. Thank you for helping..." Or: "Thank you for bringing this to our attention."

  • Okay? So, very important to thank the customer and end on a positive, friendly, note because

  • you want the customer to come back.

  • So, what are the four steps, again, to good customer service when a customer has a problem?

  • First you listen, next you apologize, then you solve, and last you thank the person.

  • Okay? LAST or: Listen, Apologize, Solve, and Thank will help you for most customer service

  • problems. It's a very good way to organize yourself and to help customers, and make them

  • feel comfortable and happy.

  • So, I hope you come visit us at www.engvid.com. There, you will find a quiz all about

  • Listen, Apologize, Solve, and Thank. You can practice your English using this quiz.

  • Until next time, take care.

Hello. My name is Emma, and in today's video I am going to teach you a very, very important

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素晴らしい接客をする方法。L.A.S.T.メソッド (How to give great customer service: The L.A.S.T. method)

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    aab1959honda に公開 2021 年 01 月 14 日
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