what does letting a customer vent mean course hero

Should you let your customers vent?

Letting customers vent is a subtle science. There is a fine line between actually letting them vent and just thinking you are letting them vent. A lot of customer service representatives (and their bosses) want to interrupt customers while they’re venting – this doesn’t work.

Do you interrupt a customer when they’re venting?

A lot of customer service representatives (and their bosses) want to interrupt customers while they’re venting – this doesn’t work. Part number two is just as important as letting the customer vent. Once they’ve finished venting, your job is to get to the bottom of the problem.

Are difficult customer situations the exception or the rule?

It is important to remember that difficult customer situations are the exception, not the rule. Nice work! You just studied 50 terms! Now up your study game with Learn mode.

What is part 2 of a vent?

Part number two is just as important as letting the customer vent. Once they’ve finished venting, your job is to get to the bottom of the problem. You need to figure out what their actual problem is and why it happened. You don’t want to make excuses, but instead want to work towards a resolution of some sort.

Can you let customers vent?

Letting customers vent is a subtle science. There is a fine line between actually letting them vent and just thinking you are letting them vent. A lot of customer service representatives (and their bosses) want to interrupt customers while they’re venting – this doesn’t work.