DDI® AnyTime
    Taking the HEAT
Quick Tips

Hear the customer out.
  • Allow him or her to speak without interruption.
  • Focus on the customer's words and the feelings behind them.
  • Show you are listening by maintaining eye contact and nodding.
  • Take notes, if necessary.
Empathize with the customer.
  • Acknowledge his or her feelings.
  • Acknowledge the facts of the situation that are causing the feelings.
  • Involve the customer in helping you identify the issues.
Apologize without taking blame.
  • Show concern for the customer's feelings.
  • Express regret that the situation occurred.
  • Keep the focus of your apology on the customer's feelings and the facts of the situation.
  • Uphold your organization's integrity and reputation.
Take responsibility for action.
  • Acknowledge your desire to make things right.
  • Meet or exceed the customer's needs.
  • If necessary, refer the person to someone who can take action and follow up.
  • Confirm satisfaction.
  • Look for ways to prevent the problem from recurring in the future.
 


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   DDI® AnyTime
    Taking the HEAT
Pitfalls

Assuming you know how the customer feels without asking.
If you don't ask questions, you might:
  • Waste time working to meet needs that the customer doesn't have.
  • Frustrate or anger the customer further.
  • Expend more energy than necessary to solve a problem.
Ignoring indirect signs of displeasure.
If you ignore clues that the customer is unhappy, you might:
  • Lose the customer without ever knowing why.
  • Miss an opportunity to display extraordinary customer service.
Suggesting a solution before you've heard the customer out.
Moving ahead with a solution prematurely might lead the customer to:
  • Think you don't care what he or she has to say.
  • Think you can't resolve the problem.
  • Stop the interaction before you address the issue.
Apologizing to the customer before listening and responding with empathy.
If you apologize too quickly, the customer might:
  • Think you're insincere.
  • Perceive you or your organization as incompetent.
Making suggestions without involving the customer.
Excluding the customer might lead him or her to:
  • Feel pressured to go along with your idea.
  • Believe you feel his or her needs are unimportant.
  • Remain dissatisfied.
  • Refuse to work with you further.
 


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    Taking the HEAT
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    Taking the HEAT
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    Taking the HEAT
About DDI AnyTime

Welcome and Purpose

"DDI® AnyTime" is a learning resource for people who have participated in a specific DDI course. It provides an easy way, using mobile devices or PCs, to refresh, expand, and apply the concepts and skills introduced in that course. Each course has a unique DDI® AnyTime site powered by OPAL®, DDI's online performance support system.

Tips for Using

For easy, on-the-go access, save this web address using your browser's "Bookmark" or "Favorites" feature. Depending on your device and its software, you also may be able to print and/or save content and play video, where available. For specific instructions on these options, please contact your technical support people. Considering the rapid changes in technology, DDI cannot guarantee that DDI® AnyTime will perform flawlessly or consistently on your device.

Authorized Uses and Copyright

Only those who legally participate in this course as purchased from DDI or one of its affiliates are authorized to access and use the information on this site. As such, you are permitted to access this site repeatedly and use or reproduce its content solely for your personal use. Any other use or reproduction of any portion of the content or images on this site in any medium or for any purpose is forbidden and unlawful without prior written agreement from DDI. Thank you for your cooperation and fairness in this regard.

DDI and marks designated with ® are trademarks of Development Dimensions International, Inc., and are registered in the United States and several international jurisdictions.

© Development Dimensions International, Inc., 2012-2019. Pittsburgh, Pennsylvania, U.S.A. All rights reserved. This site and all of its contents are the property of DDI and are part of DDI's global Interaction Management® system for developing exceptional leaders and individual contributors, including IM: EX®, IM: ExPSM, and IM: ExLSM and DDI's Business Impact Leadership® (BIL).



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