How to give great customer service: The L.A.S.T. method
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- čas přidán 19. 06. 2024
- Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give great customer service. You will learn many polite expressions you can use with your customers. I will explain the Listen, Apologize, Solve, and Thank (L.A.S.T) method, which will help your performance at any customer service job. I'll also give you my customer service tips for dealing with an angry customer. After this video, watch Rebecca's video about phone customer service: • Learn English for Call...
Take the quiz at www.engvid.com/how-to-give-gre...
TRANSCRIPT
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?
In my 25 years of customer service experience, I've found that when I have a customer that's a little upset, telling them to "calm down" is great a way of making them *VERY* upset.
True Danielsan B but I think she is referring to be able to deliver such expression or technique in a very positive, sincere and caring tone so that it works to your benefit, just saying "please calm down so I can help you" if not delivered perfectly will absolutely backfire....believe me after 30+ years on the phone I am still learning....
yeah when she mention that i was very like what because when you ask a costumer to calm down they gonna get more upset because anyone agree when they upset and the costumer has his right to be upset you know .
Danielsan B maybe you ‘re right so what you will do in this situation ?
Danielsan B I think the same thing.
Danielsan B
i would replace apologise with Acknowledge because you should not be sorry for something that isn't in your control. e.g ' Sorry for the long wait' to be replaced with 'thank you for waiting' it's always much more positive.
I see what you mean and this what I thought of also.
But In my opinion this is not always the best thing to do. Although before I keep on I will say that in life yes you should definitely do that I’m all for it.
But ok let me keep on
So I would say it’s not always good to say that is because in a lot of situations if you make the customer feel like they’re “better than you” or like they’re are” worth more” than you
That can easily calm them down very lokey cuz they feel highly respected and it can make the situation more positive obviously
But yes if in a subtle situation like they’re not mad at all and it won’t make the situation worse then yes definitely flip the the perspective and make it positive.
Anyways I’m done and hope you have an amazing rest of you day/night 😁
@@Lasrymusic So you mean when the customer is mad, we should say "sorry....". When the customs is not mad, we can say positively, like "thank you for waiting". But how to make customer feel they are "better than you" and feel resepcted? Can you give an example, please?
@@suwili5587 I can’t give an example but that is what I mean lol
@@suwili5587 u know here’s an example hopefully it’s good lol
So basically if a customer is mad about a price of an item like it might be way higher then they expected or let’s say there was a sale and it ended a day ago but the employees haven’t taken the signs off yet and the customer is like: “hey I thought there’s a sale and I don’t wanna pay that much”
So first of all there’s better way to solve that (like just actually giving them the discount)
But if u can’t do that and there’s other option
So u just say “sorry, ya *u are totally right * it’s so weird that we still have the signs up”
And u see I put those stars there it’s bcuz that’s the key phrase when they’re right and u let them know they’re right it can make them feel extremely better and a lot of times u are right and the customer is wrong but the customer is still very mad then usually that can help too
By just establishing that they’re RIGHT
And ya it can be something similar like that u can obviously change up the line according to the situation.
Ok I’m done let me know if u didn’t understand anything or if u would like to talk about this more I’m happy to talk about with u over Instagram dm if u want. Btw this just my experience and opinion I’m not an expert at customer service YET lol😁
@@suwili5587 why not do both? Apologise or Acknowledege dependes on the situation, if the customer is mad then apologise, if the customer is somehow steady calm talking to you then acknowledge his/ her concern.
Do not EVER tell a customer to calm down.
yeah they'll yell even more. especially women. omg some women are nasty bitches when they are your clients.
babe, you're hot!
It's TRUE! I told a customer once to calm down and it went all the way to Corp. So never use it again!!
I agree, smack them right there and then, skip the talking.
Also, they should not refer "Your" language as a concern, or else the customer will feel attacked. Also you should never refer a problem from a customer, but as a concern. The customer themselves thinks it is a problem because they don't know how the situation can be worked out. but if you implement steps on how you will help the concerned customer and TOUCH BASE. the customer will listen more attentively. Also let them know you understand where they may be coming from. and explain WHY you understand where they are coming from. They need the reissuance from us as employees to know that we know where they are coming from. They do not want to look as a nuisance when coming to our attention about a concern, if anything sometimes customers lash out as a form of nerves because they dont know how to handle the situation. Its not right for a customer to feel that burden of thinking they have to handle the situation, all because they've had bad experiences with customer service. It is our job as employees to not have a chip on our shoulder and really understand where the customer is coming from. I feel bad for customers and I used to do customer service. its not right at all that we all have this wall up with the employee and customer. I'm for the customer, and I know for a fact the customer is right. But the customer is right, when the employee is right, with the right mindset to give a mutual relationship with a customer.
L - Lie to them about how you’re going to fix the problem
A - Ask them to shut the hell up for a few seconds
S - Slap them across the forehead
T - Tell them to never come back
yo I am doing a test rn I am going to put that
XDD
🤣🤣🤣
Lmao I wish
😂😂
One thing that Target taught me (when I was working there) is call customers, *guests* . A customer sounds just like another number walking in the store whereas a *guest* sounds like its an honor to have them. Idk, it's just something I've always remembered.
It's helped with my current BestBuy Geek Squad job for sure.
Also, this video helps!! *Listen* to them, *Apologize* for the bad experience, *Solve* their problem to the best of your ability, and *Thank* them for coming in. Got it down ✊
Instead of "calm down", one should better say, "I am really aimed at helping you but I would appreciate you patience first. Let me check it out what's the matter. I am sure I will solve your problem"
In a subliminal way, this video is actually great because it's generated so much conflict of opinion, personal stories and ethics in these comments that one could simply piece together the whole customer service world and learn from it. How much you learn from it of course, depends on how dedicated you are to customer service and how willing you are to absorb constructive information.
Golden rule no. 1. Be the customer
Lovely session, just a feedback when you tell customers calm down, it is like when you poor fuel on the fire. This is base on my experience dealing with angry customers.
I agree! I would say something more along the lines of, "Please be assured that my goal is to assist you today."
I usually ignore them and get the manager, but I'm not afraid to stand my ground if their complaint is fucking stupid
I agree telling them to calm down is the worst thing you could do, it puts the customer on the defense and they feel they need to justify why their not “calm”.
Stev0 Hein and that's where my friend you can try to stand out from the crowd. I'm jus saying nothing to offend you. You should stay calm and try to empathise the customer because at some point you will be a customer and you definitely dont want the same expression from a customer service
Colton Moore A.S.E apology sympathy and empathy these are your great powers to calm down the customer.
Calm down is a killer word, never ever say that to the angry customer, you will be cooked!
😂😂
Lol
Thanks a load Emma you gave a concrete idea about the LAST approach to meet the customer's requirement. Your class is breathtaking thanks once again it really helps.
Thank you always for adding the subtitles, Emma. For some people with poor listening skills like me, this is so helpful. Thanks for the kindness.
yeah
Your video is excellent. I am a front desk clerk for a nice hotel, watching guest service tutorials and yours is on point. I really appreciate this free, informative video and thank you for your time. Have a great day!
Hi Emma! I like the way doyou express on how to talk at the office. English is my second lenguaje and I'm forcing my self to improve my English. Even though it's no easy for me, currently I'm studying Administrative Office and Process Information at the college, so when I saw your videos on CZcams I thought, wow! it's what I was looking for, you are such a good teacher. Please continue doing the videos because you give a really good tools on how to prepare for any type of office job. Thanks 👍🏻
I'm learning English right now and i'm applying on a job for customer service and my English is not perfect but I understood everything she wants me to learn. Thanks.
You trying to make your customer as confortable and happy as possible and you also trying to meet their needs or expectations in the best way u know how and solve any problem or situation that they might have.
Kindness: A thing we have been loosing over the time and its value has been getting smaller and smaller, but we do really love when we are treated with kindness. When someone asumes the identity of a kind person, even the voice, the face will reflect it. It is really hard to be rude to someone that is kind to you. So, to get the result of this L.A.S.T. approach, it is a good idea to master the arts of being kind. Thanks for reading.
You are absolutely correct!!! That's what I do always.. being genuinely nice and you are right it is hard for them to be rude to me no matter how upset they are...
Thanks Emma! You're a very kind person and your classes are amazing, I love it! Once again m, thank so much!
Good luck to you if you are going to say a black magic word *Calm down* she tell us on this video when you encounter a little frustrated customer on call. I wish you survived dude.
Thank you always for adding the subtitles.
Obrigado pela legenda, muito boa a Aula 💜
Thanks Emma! Your class are amazing, thank you so much 😍
one of the best tips I learned today. I'm A receptionist in a hotel and this is very helpful. Thanks a lot!
Great video Emma! Your L-A-S-T approach is a very useful technique for customer service. It's good to know that listening, apologizing, solving and thanking is a crucial step in making the customer happy. Your advice on handling angry customers is spot on - pretending to be a computer and staying polite, smiling and friendly is a great way to diffuse the situation. Thanks for sharing your valuable experience in customer service, it was really informative.
No where in the history of calming down has anyone actually calmed down after being told to calm down!
Lol
Lmao
Thanks AMMA your video has really helped me out,MAY God bless you
Thank you so MUCH Ms. Emma, you're a professional adviser/teacher (from the Philippines).
The relationship that lasts, relies on LAST. :)
Thanks for the great, unique way of discussing this informative message about building a lasting relationship. It's extremely easy to remember in times of my need. ;)
People in the comments should understand that there is no solid bullet-proof approach some of her points are indeed proven and tested. Some we may disagree with, so it's best to have your own personalized strategy! I'm practicing re-direction I let angry customers vent out because we humans are emotional beings it's natural and valid to be mad at times, but re-focus, re-direct the situation be persistent with it, if the customer keeps interrupting then explain it to them, a bit of cooperation and understanding will make it easier for both parties.
Thanks for your video. It was eye opening and useful. I have learned a few things from my many years experience as a hair dresser and deli clerk. I am not saying the approach used here is necessarily the wrong approach. I don't think it's a good idea to be too direct with an angry customer. It's probably not a good idea to tell someone to calm down or state that their language is keeping you from helping them, adding fuel to the fire. A customer with a huge problem may take offense to this.I do agree with the computer analogy. What I might do is smile and act like the computer. Skip use statements to "calm down and stop using harsh language" ECT. Instead jump right into apologizing. If one is unable to assist then get the manager. The manager should always be the last resort. I have learned that the smile and friendly greeting helps a lot in these situations. Also prior to having the customer approach you with their problem, be sure to acknowledge them verbally or non verbally. (If they are waiting in line) Angry people hate to wait and hate being ignored. Keep up the good work!
Great video presented by a great teacher I can't express in my own words.
Thanks for your help Emma.
Horrible advice!!! Obviously this is from a script not experiential.
1. Never allow language to prevent you from hearing a customer. The way to deescalate a highly concerned consumer is by allow them to vent as quickly as possible. If you maintain a calm, non threatening posture and tone they will ordinarily feel they need to calm down.
2. Never say CALM DOWN! With a person that is escalated the way I typed calm down is how they hear it. But the words they hear are You’re crazy sir/ma’am
3. In the case of a company mistake it is absolutely imperative to accept responsibility. When you say things like I’m sorry you feel that way it’s very likely they interpret that as you subtly implying that they’re again- crazy. If it’s not your fault as you realize you shift to statements such as; well let me see exactly what happened in this situation. What aisle did you say the price for that product was in? Or do you remember the representative that indicated what you described as our policy? Etc. You have to be subtle in pointing out the misunderstanding by exposing the truth not by contention.
4. The LAST acronym does not include enough of the thought processes involved in deescalating a highly concerned customer or even a mildly concerned customer for that matter. You should; (a) listen (b) repeat what you heard to agree on the language. Express your understanding of the matter after repeating the words you heard expressed verbally. This is also buying you time to deescalate and assuring the customer you intend to help. (c) critically think through a viable solution. If the dynamics of the situation are unfamiliar you may want to legitimize their concern by empathizing then asking if they can hold for one minute while you contact a senior employee or manager to assist in the resolution (d) resolve; either personally based on your base of knowledge or by proxy through the management.
4. Never say I’m here to help you. He customer knows you work for the company and it sounds condescending to chide with a concerned customer by pointing out your job in such a coy manner. It’s more effective to say something along the lines of; in understand this is upsetting and as a customer I may feel the same way, but I’m going to take as much time as is needed to help you resolve the concern.
This advice above is sure to escalate the customer and ultimately have you arguing with a customer, having to go get a manager when you may have been able to assist/resolve and losing you a customer through a bad customers experience twice; the original problem and the problem the customer then has with you. Not to mention it costs the company double for the manager to have to resolve issues customer service should be fully equipped to manage.
Devon Hynson 👍 Comments section hero
Leo Scarpoli why thank you Leo💪🏾🤣🤣🤣🤣
Sir I can never thank you enough for taking the time to share all this amazing advice and experience. :,)
You’re a life saver!!
She lost me when she started talking about 'don't take the blame, or blame anyone, just say you're sorry they had a bad experience.' That is absolutely horrible advice, unless it is company policy to do that, in which case that is a terrible policy.
You're awesome thank you
Thank so much because i just started to work in a call center and i needed some helps like that. It is quite helpful. I will put it in my speaking right away.
I hugely love you tone and clear tune voices. Such so nicely clear to hear.
This video is highly strategic and informative. Well researched information, good experience.
Thank You so much for this information
Excellent topic and very useful, thanks Emma .
Thank you so very much, Emma! This video is extremely useful for me.
so cool girl )) her behaviour and smile, and how she is talking, so confident. and she makes real good pauses during speaking.
awesome!
thank you very much for this video it was very handy
The best teacher of the world !!, love you Emma !!! ❤❤❤
Seeing this prompted me to do something similar in Spanish usign the word "Edad" (Escuchar, Disculparse, Arreglar, Dar Gracias). Thanks for the tips and inspiration
Starting a new job as a customer service agent next week and your voice is very helpful. Thanks so much.
Thank you for your lesson it is very important and very useful
Nice
Good lesson but "calm down" is a no-no
Right!! Haha ! My husband would get even more loud if someone said calm down. 🤣😭 No f you ! I don’t have to calm down. 💀💆🏽♀️
Agree.
My thoughts too!
Totally agreed.
1980-M
Your videos are helpful as usual. Much thanks my teacher
Thank you very much Emma. Your lessons are great!
Best video ever! Just loved it. So well prepared. Congrats, Emma. Your teaching is great.
She said if a person is yelling at you you should smile and act like a computer 😳
I really love the way you teach English, all your videos are very useful, thank you.
Thank you so much this video was so useful to me. Now I will have clear the LAST approach
Really good video. As a business skills trainer I was not expecting so much from an English teacher (apologies) but you manage to deliver a really good lesson on complaints handling whilst teaching some very useful English. Very impressive!
What?????
the best teacher on youtube!😍😍
i agree!! :) 😘
Fred Liad yea
Without black magic word of *Calm down* ? Oh yes, she's definitely good enough. LoL
Thanks Emma, I'm using this method for my interview tomorrow :)
Thank you so much for all lessons.You have very good sound!
Contrary to everyone’s comments, I did experience employees saying “Calm down” to the rude customers, but it did help calm a lot of people and situations
keep doing videos about this important topic please...
Thank Emma! This video is very useful. But i think after thank the customer we can mention to help them with the other like: "Is there anything else I can do for you?" It makes them to open and share the comments with us.
Hi there! Emma
Thanks for teaching us this kind of topics, the are useful.
Cheers from Mexico City.
My english is so weak.but i understand your speaking because your method is very well
thank you so much that kind of you I'm very happy thanks a lot
This was very helpful. An aunt of a graduated student went onto social media to complain about our school, that her niece wasn't recognized with an award (she was, with multiple awards at that) because of the situation (multiple former families speaking badly about the school) and they were getting out of hand, as school secretary I had to say something. I said I saw that she was upset, I apologized , and I said if there was anything I could do to remedy the situation...
unfortunately though these are people who were looking for something to complain about, but it was necessary to say SOMETHING.
I am lucky to have such excellent coach like you .
Me has ayudado mucho .saludos
Lmfao, I said, "Okay Google, Google customer service." And you showed up
😂
I'd like to thank you for your wonderful way of teaching (you are best of the best)
like the way that Explain to students ,so thank you so much
Thank you very much #Emma for providing these precious IELTS skills.
Sohaib urrehman
I can never hold me temper 😂
One of the best video that I have seen here .. Thank you Emma
Your teaching style with board works is very nice and attractive. I, as a learner, like it the most. Thank you very much.
Listen
Apologize
Solve
Thank
??
Lmao I’m gonna use that in my everyday life “act like a computer”
Great tips! This kinda guide help to organize our brain when we are in some stress situation to solve. Thank you!
I am so happy cause I could understand 90 percent of this video , I wish all americans could speak so clear with a good diction like you Emma. Gracias .
i think A should not be apologize because it wasnt your fault you for sure you have nothing to do with the client/customers concern or problem.. I think it should be ACKNOWLEDGE?
Most people don't know what customer service is. The customer is always right:
No matter how confused, angry, indecisive. They provide the custom. The retailer relies on their custom. Without the customer the retailer has no business. A lot of retailers are pigs & think that the customer owes them a living. Not at all. Customer service as mentioned above relies on repeat custom of the customer. So if the retailer treats the customer as if the retailer has a chip on their shoulder then the customer will go elsewhere. Quite simple really.
This is very helpful, thank you so much, Emma 👍😁
Thanks for the great ideas Emma. Always learning something new with you!
" i understand you are frustrated please calm down so i can help you- DOesnt really work, sorry
Saying 'so what you're saying is' and 'let me get this right' would be considered quite rude and snappy here in England, I mean I would never say that anyway, but then again English people are often classed as 'too polite'
that_retro_ vibe Exactly!! According to me we can use phrase"if i understand you correctly " but may be I'm wrong as well
Yes we are culturally different
So glad to see this, place I work literally has that line "So what I'm understanding is..." followed by a playback of what they've said. It's "meant" to show you've listened and display empathy, but to me, it'd piss me off.
I wish I could’ve seen this video before. I worked in customer service for almost 5 years and even though your expressions are useful, I do have to admit that they don’t always work in real life .
Thank you
Very useful thank you. Preparing myself for my first job trail
is there some body i can practice engish with?
with me
ok!
do u have acc on viber or skype?
me...
+YEIFRI RODRIGUEZ BETANCE u have viber?
Ahmed Yousry
I am from Saudi Arabia and I learned a lot from you. Thank you very much.
Perfect! Thank you.
I have resolved issues of many angry customers in the past, by saying THANK YOU for sharing your issue with us.. usually they love you if you can empathize them and they calm down super fast. Coz you play one team and they love being supported even before you provide them the real solution ❤ when we are professionals we are naturally trained to not let negativity in or sweap our emotions along with it. Being like a heartless computer would not really help. Thats pretty bad advice. 😊 thats why humans are needed in this field atleast until AI robots take over every job in the near future
I loved your clues. And...after reading some comments below I watched your video again. It is not saying "calm down" that infuriates the customer but not making a lovely introduction speech before that... Not what you say, but how you say it ...
Thank you Ms Emma for sharing useful information.
Great Job and thanks for sharing your experience...
Thank you for your helpful videos Emma.
Thank you Emma, I'M LOOKING FOR SOMEONE WANT TO PRACTICE SPEAKING SKILLS WITH ME ON IMO.
Wonderful lesson! Thanks Emma
Thank you for your valuable video....hopefully we will get more like this important video.....
Thank you for your enthusiastic exercise.
I wish I should take listening skill better than existing one.
this is gonna be very useful for me, thanks for doing this, somebody else here in this year
Thankyou very much emma. You teach something that we dont learn in school
Hey, teacher, I love you so much, thank you!!!!
She used to say that she didn't like cold climate. Now I understand why when I live in East America. Canada is freezing cold but when I was flying through Alaska that's was no word to describe !!!
it was a very good lesson.. thank you for giving this.. it will actually help me.
Thanks! I learnt alot! you made it clear and easy to understand..
no doubt she is extremely an amazing teacher
As always very useful video and it deserves a lot of likes. Thanks and God bless you.