The LAST Method for Customer Service

By kennedy

Summary

When a guest is unhappy, use the LAST method. Listen: hear them out without interrupting.

Chapters

  1. When a guest is unhappy, use (0s)

Transcript

When a guest is unhappy, use the LAST method. Listen: hear them out without interrupting. Apologize: acknowledge the inconvenience. Solve: offer a replacement, refund, or solution. Thank them for bringing it to your attention. Never argue with a guest. Stay calm, don't take it personally, and call a supervisor for help. With LAST, everyone leaves satisfied.