Handling Objection problems Rami.k L.V
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This document discusses how to handle objections and complaints from customers. It recommends using the LAST approach: Listen attentively, Apologize and empathize, Solve the issue, and Thank the guest. When dealing with complaints, representatives should stay positive, respond quickly, offer personalized service, take ownership without blaming others, and follow up. The document also notes that most complaints are due to issues like merchandise, price, or other contacts rather than personal beliefs or attitudes. The goal in solving complaints should be a win-win where both the guest and the organization are satisfied.
Handling Objection problems Rami.k L.V
- 4. It’s a Fear
- 5. Indevendince
- 7. Motivation
- 8. Excuse
- 9. LAST Approach to handling complaints L Listen Attentively A Apologize & Empathize S Solve the issue on hand (Solution provided) T Thank the Guest
- 10. Aware Of Versed Organization POLICIES
- 12. Dealing with complaints Stay positive Respond quickly Offer personalis ed service Take ownership without blaming others or the organisati on Follow up
- 13. Different concept from LV believes better to exclude…? Personal Attitude Price Other Contacts Move away Die 1% 3% 5% Merchandise 9% 14 % 68 %
- 14. Solving complaints Win - Win our guests are happy and so is Us
- 15. Always Remember… If we don’t take care of our customers someone else will.