1 Understand the problem

The first step to offering options is to understand the problem from the customer's perspective. Listen actively and empathetically , and avoid interrupting or making assumptions. Ask open-ended questions to clarify the issue and the customer's expectations. Repeat back what you heard and confirm that you understood correctly. This shows that you care and respect the customer, and that you are willing to work with them to find a solution.

2 Explain the standards

Once you have a clear picture of the problem, you need to explain the standards and policies that apply to the situation. Be polite and professional, and use positive language. Avoid blaming or criticizing the customer, or using words like "can't", "won't", or "don't". Instead, focus on what you can do, and why the standards are important for the quality, safety, or fairness of your service. For example, you can say "We have a 30-day return policy to ensure that our products are in good condition and meet your needs" instead of "You can't return this item because it's past the 30-day deadline".

3 Offer options

After explaining the standards, you can offer options that are within your authority and discretion, and that address the customer's needs and preferences. You can present the options as alternatives, suggestions, or recommendations, depending on the tone and context of the conversation. For example, you can say "Would you like to exchange this item for another one of the same value, or get a store credit for your next purchase?" or "I suggest that you contact our technical support team, who can help you troubleshoot the issue and provide a warranty service if needed". Be clear and specific about the benefits and consequences of each option, and let the customer choose what works best for them.

4 Confirm the agreement

Once the customer has selected an option, you need to confirm the agreement and follow up with the necessary actions. Summarize the option and the steps that you and the customer will take to implement it. Thank the customer for their cooperation and patience, and apologize for any inconvenience or frustration they experienced. Provide them with a confirmation number, a receipt, a contact information, or any other relevant information that they may need. If possible, follow up with them later to check if they are satisfied with the outcome and if they need any further assistance.

5 Learn from feedback

The final step to offering options is to learn from feedback and improve your skills and processes. You can ask the customer for their feedback on how you handled the situation, and what they liked or disliked about the options you offered. You can also reflect on your own performance, and identify what you did well and what you can improve. You can use this feedback to adjust your approach, communicate better with your customers, and offer more effective and appropriate options in the future.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?