If you are facing a customer that is angry, upset, irate, or any other form of dissatisfaction, you can effectively handle the situation by taking the L-E-A-P. Just four easy to follow steps that can make a huge difference in your customer service skills. Remember these simple steps and add them to your service toolbox.

1. Customer Contact Centres
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98103 03105
Converting Angry Customers to
Lifetime Loyal Supporters
OR
The L-E-A-P Approach
SV Mobile Teleshoppe Private Limited
RT-401, Third floor, Rajendra Mahaveera Tower
Opp. Aurobindo College, Malviya Nagar, New Delhi 110017
+91 . 11 . 26692261 / 62 / 63 / 64 | www.teleshoppe.com | SMS “MT” to 53456

2. Customer Contact Centres
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98103 03105
Many times in our careers we have been exposed to an irate or upset customer. Today, a simple
and effective system exists to help deal with them. There are other variations of this system, but
the most effective and usable is what we call the service L-E-A-P.
If you are facing a customer that is angry, upset, irate, or any other form of dissatisfaction, you
can effectively handle the situation by taking the L-E-A-P. Just four easy to follow steps that can
make a huge difference in your customer service skills. Remember these simple steps and add
them to your service toolbox.
Step number one: LISTEN
Listen to the customer, let them vent, let them get it out of their system; allow them to say
everything they want to say without interrupting them. As you actively listen to the customer you
can often learn all you need to know. You may hear some details about the situation that can give
you a clue to the best way to enact step number four.
By listening and letting the customer say all they want to say, you are not only learning about what
has upset the customer, but you are also helping the customer to deal with their emotions on the
subject. Once they have worked through their initial emotions then they are more open to a
resolution.
For the most part, the customer simply wants somebody to listen to them, to feel that their
concerns are important. Just as any of us, the customer needs to feel like they really matter. You
can accomplish this by just listening to them.
Step number two: EMPATHIZE
Empathize with the customer. Let them know you understand why they are upset about the
situation. Share your understanding and that if you were in their place you too would be feeling
the same way. Nobody wants to feel like hey are all alone, and if you let the customer know that
you understand their feelings in this situation, they know that they are not alone. You become an
advocate of theirs and they will now look to you to set things right.
Make sure you are sincere about your empathy. People can tell if you are sincere or if you are just
trying to fake it. If the customer feels you are faking it, they will only become more upset. In
these tense situations you really don't want to add fuel to the fire.

3. Customer Contact Centres
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98103 03105
Step number three: APOLOGIZE
This is a crucial part of the L-E-A-P. It is important to apologize to the customer. Keep in mind that
you are not saying that you are at fault for what the customer experienced. You are simply telling
the customer that you are sorry the situation even occurred in the first place.
Do not place blame. It does no good to place blame for the problem on somebody else. For one
thing the customer really does not care who is at fault, they just want the problem to be fixed. By
blaming somebody you also demonstrate that your business does not know what's going on and all
you have working with you are people who can't perform their jobs.
As a customer service professional you should be sorry that any customer does not receive the best
service experience each and every time they deal with your company. When the experience is not
perfect, regardless of who is at fault, you should apologize to your customer. This lets them know
you care about them, that you care about their business.
Step number four: PROBLEM-SOLVE
This is the most important part of the L-E-A-P. It can also be the most fun part too. Solve the
problem; find a way to fix the situation. You have listened to the customer, you know what the
problem is, you have expressed empathy to show you understand the customer's point of view, you
apologized that the customer experienced the problem. Now, make things right for the customer.
Come up with two suggestions that could solve the problem and explain the two options to the
customer. Let them choose which solution would work best for them. Tell the customer how you
are going to implement the solution they chose and actually do what you said you will do.
Communicate with the customer; let them know what steps you have taken and when they can
expect the final resolution to take place. Be sure they are happy with the process and that the
problem was completely solved.
There you have it. The service L-E-A-P, four simple steps that can make the biggest impression on
your upset customer. If you can save a customer by fixing the problem right away, you have a loyal
customer for life. Memorize the L-E-A-P and try it the next time you are faced with an irate
customer. You may be surprised how easy it works.

4. Customer Contact Centres
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98103 03105
About Teleshoppe:
Teleshoppe runs Contact Centres for India's leading companies. A Contact Centre (CC) increases
sales by 35%-50% by efficiently responding to ALL your customer queries coming in any way:
1. Toll free numbers
2. SMS Short code
3. Email – inbound mails
4. Your website – enquiry form
5. Agent’s mobile numbers
6. Events and exhibitions: walk-in visitors
7. Project specific enquiries
Recruitment, infrastructure, CMS software, communication, database and training is provided by
us. Your customer gets a reply within 24 hours GUARANTEED and your sales get completed.
Our partial client list:
Baksons
Western Union
DHL India Limited
P T Education
AHA
Xerox India
Pentair Water
Telebrands
HelpAge India
VLCC Healthcare
Women’s Era
Competition Success
Agrawal Packers
FairDeal Packers
Goel Packers
Hero MindMine
Clinic Dermatech
Ricoh India Limited
Asia Cryo-Cell
LifeCell India
Jaypee Group
Bethel Church
Delhi Public School
Central Cargo
Anupam Sinks
M-Tech Developers
IndiaRace.com
Career Launcher
PeopleHealth.in
Amrapali Developers
Mangal Keshav
Bharti Cellular
Vodafone Essar
Gr8savers India
Brand One Global
The Mobile Store