The LATTE method, originally implemented and popularized at Starbucks, is a tool used for handling customer complaints and works across many different types of customer service roles.
Here’s how it works:
When a customer presents an issue to you, use the acronym LATTE to assist them.
Listen
Listen to understand the issue being presented to you
Acknowledge
Show the customer that you understand their grievance by verbally confirming it
Thank
Thank them for letting you know about the issue
Take Action
Do what you can to resolve this issue. Take this as an opportunity to turn a customer’s bad experiencing into a positive one
Encourage to come again
End on a high note and build loyalty by encouraging the customer to come back
Next time an issue is presented to you, try adapting this method.
For more customer service tools, check out our Effective Customer Service in the Public Sector course on May 12.
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