Issue Date: Service Advisor Jun 1, 2006, Posted On: 6/1/2006
Have you ever had a customer walk in while you were waiting on another customer, clearly upset about something? You can see it in their stare, their folded arms or the scowl on their face. You know there is a problem, but you're in the middle of another customer.
What can you do?
Acknowledge the customer immediately. You can't just ignore the situation and let the customer stand there stewing in their anger that is sure to grow to a critical level.
"Good morning, sir, I'll be right with you. Would you like to get some coffee in the lounge area while I finish helping this customer?"
A better choice would be to see if another staff member could intervene and assist the customer right away. But for some reason, I know that many advisors will not come running when they see an angry customer. Or maybe you do not feel comfortable sending a hot torpedo in their direction. But remember, the worst course of action is inaction.