- An Empathetic Response
Remember that empathy and sympathy are NOT the same thing. “I’m sorry” is sympathy and has no place here. The cashier did not DO anything wrong and therefore has no reason to say, “I’m sorry.” An example of showing empathy would be, “I certainly regret that you have had to wait. I know that can be frustrating, especially at this time of day.” But here is where the customer wants more in response to an institutional complaint.
- Evidence That Concern Will Be Passed On to Management
“Our goal is complete customer satisfaction. I will be sure to pass your concern and suggestion for more registers to my manager. I know they will appreciate your input.” The customer has expressed this concern in a hope that you will do something to improve the way in which you do business. Offering to open another register at this point would not help the customer. Knowing input is valued is key. Here is where the real moment of truth comes to the forefront. Make sure you have a formal means of passing institutional customer complaints and concerns up the ladder to someone who CAN do something about them.