The drive-thru at Arby’s featured a quick mnemonic to help employees deliver good customer service in the event of a problem:
B = Believe — Don’t question, Don’t argue, Always believe the guest.
L = Listen — Give your full attention. Let the guest speak uninterrupted.
A = Apologize — Be genuinely sorry. Show sympathy and ownership to change the situation.
S = Solve — Fix the problem and go above and beyond to exceed their expectations.
T = Thank — Make the guest feel as your #1 priority. Make sure the guest is happy.
I think their BLAST model is applicable beyond fast food and can help you address most situations where someone is upset with you. The next time you’re faced with a customer with anger blasting out of their ears, give it a try and see if you can’t blast their grievance away.
