The LEARN model is a common framework for handling customer complaints, designed to provide employees with clear steps when addressing customer dissatisfaction. The model consists of five key steps:
1. L (Listen)
Listening is the first and most important step in handling a complaint.
- Stay calm and patient: Even if the customer is emotional, always maintain professionalism.
- Allow the customer to fully express their issue: Do not interrupt; give the customer space to voice all their concerns.
2. E (Empathize)
Show empathy to build a connection with the customer.
- Express understanding: Use appropriate language and tone to convey that you understand the customer’s feelings.
- Restate the problem: Summarize the customer’s complaint in your own words to ensure there is no misunderstanding.
- Clarify details: Ask about specific aspects such as the time, place, and the product or service involved to get a full picture of the problem.
3. A (Apologize)
Even if the issue is not entirely the company’s fault, offering a sincere apology can help defuse the situation.
- Apologize sincerely: Apologize for the customer’s unpleasant experience, rather than focusing on assigning blame.
- Avoid blaming or defending: Focus on resolving the issue, not on explaining or excusing what happened.
4. R (Resolve)
Provide a practical solution to address the issue quickly.
- Offer feasible solutions: Based on the situation, immediately suggest appropriate remedies or solutions.
- Ask about the customer’s expectations: Find out what the customer hopes for and whether it is reasonable to fulfill.
- Collaborate internally: Quickly involve relevant departments, such as sales or product teams, to come up with a consensus on the solution.
- Take action immediately: If possible, resolve the issue on the spot, whether by replacing a product, issuing a refund, or offering additional services.
5. N (Notify)
Keep the customer informed throughout the resolution process.
- Provide regular updates: If the issue requires time to resolve, clearly communicate the timeline and keep the customer informed of progress.
- Confirm resolution: Reach out to the customer to confirm their satisfaction with the outcome.
- Document and improve: Record the details of the complaint to help analyze and improve processes in the future.