1. Fix the problem and follow up on the solution:
- You show that you really care about them and create an awesome experience.
- Create an awesome experience.
2. Find a solution:
- Who will be involved in solution.
- How will a customer be notified about the solution.
- What is needed to make it happen.
3. Identifying a problem:
- Can you describe exactly the problem you’re having?
- Has the problem occurred before?
4. Understanding the customer’s point of view
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