Customer Service? Use LEFT to Make Things RIGHT!
Our clients are our bread and butter, and we owe it to them to provide exceptional customer service and support. I learned about the acronym LEFT many years ago and it has stuck with me. LEFT is a handy mnemonic that can be practiced in customer service calls, written communication, and in person.
L – Listen Actively: Listening is the foundation of great customer service. It involves more than just hearing words; it means fully concentrating on what the customer is saying, understanding their needs, and acknowledging their concerns. Avoid interrupting the customer. Use active listening techniques like nodding, paraphrasing their concerns, and asking clarifying questions.
E – Empathize: Empathy is crucial for building rapport and trust. It involves recognizing and validating the customer’s feelings and perspectives, even if you don’t necessarily agree with them. You may use empathetic statements such as “I understand how frustrating that must be” or “I can see why you’re concerned”. Show genuine care and concern for their situation and reassure them that you are there to help. Make sure they feel heard and understood.
F - Find Solutions: After listening and empathizing, the next step is to focus on finding effective solutions to the customer's problem or request. It is important to address their issues promptly and efficiently. Offer actionable solutions, provide clear explanations of what can be done, and make sure to follow through on your promises. If you need to escalate the issue, do so promptly and keep the customer informed.
T – Thank: Thank the customer for their feedback, patience, or for bringing an issue to your attention. Expressing gratitude reinforces a positive experience and shows appreciation for the customer’s patience and business.A simple thank you can go a long way in building a positive relationship. Ending the interaction on a positive note is key to leaving a lasting good impression.
Applying LEFT can differ slightly if you are dealing with a customer over the phone, in writing, or in person, but the overall principle is the same.
During a call:
Listen actively to the customer’s issue.
Empathize with their concern or frustration.
Find solutions by offering practical steps or alternatives.
Thank them for their patience and for allowing you to assist.
In Written Communication:
Listen actively by thoroughly reading and understanding their message.
Empathize in your response by acknowledging their situation.
Find solutions and provide clear instructions or answers.
Thank them for their feedback or for reaching out.
In Person:
Listen actively to their concerns or requests.
Empathize with their emotions and validate their feelings.
Find solutions and take action to resolve their issues.
Thank them for their time and for bringing their concerns to you.
Use the LEFT acronym as your guide to help ensure that customer interactions are handled with care, empathy and efficiency. Do you want to build stronger and more positive relationships with your customers? Subscribe to Pet Business Network’s newsletter for more business tips and ideas.