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Taking Ownership

原文:

Customers expect that an employee will take ownership of a situation. Taking ownership means that the employee takes responsibility for the situation and reassures the customer that the employee will take action. The employee should follow through and follow up afterwards to make sure the situation was resolved to the customer’s satisfaction. The employee should also promise to keep the customer informed as to what is happening along the way. An employee who is truly taking ownership of a situation is in regular contact with the customer, is continually trying to resolve the problem, and strives to keep the customer in the information loop.

翻譯:

客戶期望員工將擁有情況的所有權。擁有所有權意味著員工對情況負責，並向客戶保證員工將採取行動。員工應跟進並隨後跟進，以確保情況得到解決，以使客戶滿意。員工還應承諾使客戶了解沿途情況。真正掌握情況所有權的員工與客戶保持定期聯繫，正在不斷嘗試解決問題，並努力使客戶保持信息循環。

Listening skills << Previous Next >> Apologizing When Appropriate