 Now, we are going to discuss how you can turn around weak customer services, which means if you have a kind of weak customer services, how you can actually improve it. So, let me explain you this with the help of a diagram, which is actually elaborative in terms of step-by-step process. First of all, let me go through with you quickly which steps are important. However, there is a weak customer services, you have to consider this thing into mind that first of all, you have to change this situation, you have to change this situation, you have to improve this situation. So, let's consider in this situation that you are a customer service representative and a customer has come to you with a complaint or a problem. Now, we will understand this process by keeping this situation in mind. Let me repeat this scenario again, the scenario is that you are a customer service representative and you have a customer who has come to you with a complaint or a problem that has been faced by the store or by a product, he has come to you with that. So, the first thing you have to do, the first step is that you have to focus on customer concerns. So, the first point is that you have to focus on the customer's concerns, which means, as soon as the customer has come to you, you have to focus on that complaint, you have to focus on that customer first. After focusing on that customer, the concerns that you have to focus on, that actually what is the problem that the product has come to complain about, what is the thing that is complaining about, there are two good examples of it. The way a customer went to Walmart, he went to Walmart International, very good example of it. He went to Walmart and he was actually a drunk customer. He went there, he did a lot of show and shalaba and then he went to actually return his tie to the Walmart. Resultantly, Walmart's customer service representative had a proper focus and a proper attention with his words. And considering that the customer's condition is not like that, because actually he was not in his senses, he took that tie back to the customer and returned it to the customer for $100, which the customer demanded that he return my $100 and you can take back this tie. So, then he took that tie back to the customer and returned it to the customer for $100. After some time, after some time, after some time, when he was back in his senses, he realized that actually I didn't buy this tie from Walmart, he came back to the customer service representative at a Walmart store. To ask this, when I didn't buy the tie from you, then why did you return that tie to me and return it to me for $100? So, the customer service representative explained and elaborated that actually Walmart's success is one of the pillars. Yes, sir, actually you were not in your senses and still you came at the Walmart. So, if you are not in your senses, Walmart is coming to complain. This means that when you will be in senses, for sure you are in love with Walmart. So, we really like and love our customers. So, we never want to disappoint you. This will happen only when you can focus on the customer's concerns. Let's go to the next step. The next step is Empower Frontline Employees. Let's say you have gone to a complaint as a customer on a detailed store and the staff you are dealing with is actually called a frontline employee. It is called a frontline staff. So, the frontline staff says that, sir, your complaint, actually I can't sort out myself. The manager can help in sorting out this complaint. This means that your frontline staff who are dealing with customers, they are not empowered. So, how you can turn around the situation that you have to empower your frontline employees. When you empower them, the weak customer services will turn around. They will become a strength for you and become your strong customer services. Let's go to the third step. The third step is Show That You Are Listing. It is an important point. You have to tell the customer that you are listening to the customer. It is very important because in most of the cases, if the customer is complaining and the customer feels that you are not listening to him. With proper attention, then the customer will be annoyed, will be angry, will be disappointed. One is the product, the complaint. On the other hand, it is the thing that you have to listen to him properly. Or you are not listening. You are not paying proper attention to that customer. So, how you can turn around the situation you have to properly listen to your customer. In most of the cases, the organization gives proper listening training to their frontline employees. So that they listen more and they speak less. So that the customer feels that they are listening to him properly. So that if you listen to him or the complaint, then you can provide him with an appropriate solution. Let's go to the fourth step. Express sincere understanding. This part. What you have to do? Express the customer sincere understanding. The thing, the complaint, the concern, you have the proper understanding of it. You have understood it in the same way. The way the customer wants to explain the complaint, the problem, the product, the issue, the concern. If you can express properly with your expression, with your body language, then the customer will feel good about it. Whether the problem is solved or not, the problem is partially solved. Still, with this, you can turn around the V customer services going to a kind of strong customer services. Let's go to the next point. Let's come to the next stage. Apologize and rectify the solution. So we have two parts of this. In this stage, first of all, you need to apologize to the customer. It is your mistake as a retailer. It is your mistake as a representative. Or it is a customer mistake. It is a mistake of anyone. You have to apologize. Because customer is the king. This customer is the one for whom we are all working. For whom you are working, I am working. For whom the retailer is working. For whom the employer is working, who also gets the salary because of being a customer. So what do you have to do? You have to accept, apologize. And then you have to offer him. You have to rectify the solution. You have to sort out the problem. How do you have to do that? So the organization has two layout plans. Where you can give really a solution to the customer. Immediately. For example, the customer came to you and he told you that he has bought you this meat and I can smell it from the meat. He has bought you fish and I can smell it from it. It is not fresh. I have taken it home. I have checked. The product is not fresh. What do you have to do? Understand your concerns. With proper focus. You are empowered to take your decision. When you listen to the problem, apologize to the customer. You can easily sort out. You can easily turn the table. You can give good customer services to the customer. It will happen only then. And this weak customer services will be overcome. It will happen only then. When you will focus all these five steps, you will follow it religiously. Practice it. And then you will become a part of the routine. That is the only way that you can really turn around your weak customer services. So we have discussed five major steps in this topic. Which is focusing on customer concerns. Empowering the front-line employees. Showing that you are listening. Express sincere understanding with the customer. And then apologize and rectify the problem or rectify the situation. You have to correct the corrective actions. That is the way. That is the solution of turning around weak customer services.