How to give great customer service: The L.A.S.T. method

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Hello. My name is Emma, and in today's video I am going to teach you a very, very important

thing for customer service. I used to work in customer service, and this is actually

one of the most important things I learned, and this is called the L-A-S-T or LAST approach.

So, to get started, let's talk a little bit about: What is customer service?

So, customer service is when you have customers, of course, and you're trying to make your customers as

comfortable and happy as possible. You're also trying to meet their needs and expectations,

and solve any problems or situations that they might have. So, customer service is a

huge category. There's many, many different jobs where you use customer service. If you

work in a hotel, for example, as a clerk, you know, in the lobby, as a bellhop, you

will be using customer service. If you work at a restaurant as a server, you'll be using

customer service, or as a hostess. If you're the manager of a store, you'll be using customer

service. If you work in a business or even in a hospital, you'll be using customer service.

So, pretty much any time you're dealing with people from the public and they're customers

and you're trying to help them, you're doing customer service.

So, there are many different problems that a customer might have. What are some examples

of some problems? Can you think of anything, a problem a customer might have? Maybe somebody

charged them too much for something, maybe they're in a store and the lineups are too

long, maybe a customer is at a hotel and they're very unhappy because the Wi-Fi isn't working

or their bed's uncomfortable. So, there's so many different problems customers might

have at different types of businesses.

In this video what I'm going to teach you is: What do you do when a customer has a problem?