FIVE "A" Process - Solving Problems of Upset Customers

THE FIVE A PROCESS.

Since serving customers is a challenging effort, it is essential to have a process that could be followed while solving the problems. The Five Steps involved in this Five "A" Process are

Adopt an Agreeable Attitude -  This step involves , greeting Customers in an agreeable and courteous manner establishes a positive mpression which helps you to convey  the customers that you are on their side and you care to solve their problems.

Acknowledge the Problem - In  this step customers problem is recognized and confirmed. This step ensures the "Upset Customers" feelings and compliants validated. This validation communicates to the customer that your company values his or her patronage and it is not going to brush off or ignore the situation.  As a part of problem acknowledgement , it is important to get clarification if parts of the customers explanation is not clear . More questions are asked for getting clarification. Examples of such Clarifying questions to the customer

1. Can you tell me more about the situation ?
2. What do you think causing the problem ?
3. What solutions have you tried  ?
4. Do you  have any recommendations for how we might best satisfy your needs this time ?

Apologize for Inconvenience - This step helps communicate that  you and your company are truly regretful for the Inconvenience caused to the customer. This step has a significant Impact on your customer.  key things to be noted here are .

1.                       Dont  Over Apologise
2.                        Thank the customer for bringing the problem to attention

Act to fix the problem - This step requires the most time and effort. When fixing an upset customers problem include the customer in the process by informing him or her about what steps will be taken to address the problem. Customers appreciate being informed of the how their problems will be handled.

Being in loop instills customers a sense of control  and participation in solution.

Key things to be noted here is to - Provide realistic estimates for the Action Plan for solution - Custoimer will appreciate being straight forward and honest

Assess your performance - After serving upset customers it is important that you assess how well the situation is addressed by yourself . The quality of customer services skills is something you should strive to improve. One of the ways to evaluate customer service skills is to evaluate past interactions to determine What has been done well and What could be Improved.