Learning Stores Template 7June07.ppt Learning Stores Gold Training Customer Service December 2010 v9.0

1 CLEAR Steps to Handling Complaints The CLEAR steps will help you handle customer complaints effectively Stay Calm Listen Empathize Apologize Sincerely Resolve

2 The CLEAR Steps Stay CALM

3 The CLEAR steps LISTEN

4 The CLEAR steps EMPATHIZE

5 The CLEAR steps APOLOGIZE

6 The CLEAR steps RESOLVE

7 When customers have an issue, they don’t always just see you, they see the Company. When communicating with customers it is important to remember who your audience is and tailor your approach accordingly. In all cases, when communicating with a customer, vendor or a colleague, you should be: Our Voice - Polite and respectful - Professional but not “corporate” - Friendly and accessible - Honest and genuine - Firm when necessary

8 Loblaw Voice – Dos - Tell it as it is - Keep language simple, straightforward and relevant - Use clear and concise words and phrases - Be inclusive and conversational – use “we, our, you” - Use the active not passive voice - Do consider if it is appropriate to address someone by their first person’s first name. - When appropriate, validate your customer’s position. - Clearly indicate any actions taken or required - Take the time to think about what you are saying - Consider your communication from the customer’s perspective

9 Loblaw Voice - Don’ts - Don’t use abbreviations or acronyms - Avoid using internal jargon or industry terminology - Don’t use unnecessarily complicated or formal language - Avoid repetition - Don’t talk down to your audience - Watch choosing words that are too casual

10 Take 5 minutes to brainstorm a list of customer complaints

11 Customer Service Demonstration Role Play Calm Listen Empathize Apologize Resolve

12 CLEAR steps Role Play Break into 4 teams In each team: One person plays the complaining customer One person plays the Dept. Manager handling the complaint The remaining team members are observers The objective is to use the CLEAR steps

13 Providing Feedback on the Role Play For each of the CLEAR steps: 1.Provide feedback on what the Dept. Manager did well 2.Provide feedback on what you feel the Dept. Manager could have done better Calm Listen Empathize Apologize Resolve