新世纪高职高专综合英语 4 unit 8.pptVIP

Unit 8 Complaints and Arbitration Related Information The PAIR Strategy to Handle Complaints There are a number of processes that have been developed over the years to help deal with complaints, one of which is the PAIR standing for placate, attend, investigate and resolve. Placate: Listen, empathize, respond with concern, get the customer to a point where you can discuss the matter. The PAIR Strategy to Handle Complaints Attend: Listen to the complaint. Show that you are interested in resolving the complaint and that it is important. Take down the information that the customer gives you. Ask