Solving problems - acronym

MORPH3US

Hello

A while back I was speaking with my manager and she had an acronym of what to do when someone comes to you with a problem (i.e. unhappy customer)

I can't remember the word it spelled out or what they stood for, but I remember it had Listen as one and Sympathise as another part of it.

Am I talking crap or has someone else heard of this and can tell me what it is?

Cheers

M

Savvy_Sue

I can't, but I do remember when I did CS training many moons ago being told "Always apologise, never make excuses". I was working for the Cleansing Department of a large city council at the time, so the example was that if someone phoned up to complain about their bins not being emptied, you would apologise profusely and say you'd get the Inspector onto it, you wouldn't say that it was because half the bin-men were off with flu.

Because, TBH, the irate phone caller doesn't care WHY their bins haven't been emptied, they just want them emptied ...