Acknowledge and refocus
Taking ownership is sometimes confused with being blamed, but it's really about accepting responsibility for solving a problem. A great way to take ownership (and diffuse any anger) is through the Acknowledge and Refocus technique.
- Acknowledge the problem or service failure. This conveys empathy and helps the customer feel valued.
- Refocus on a solution. Being solution-oriented prevents you from getting stuck on discussing blame and will give your customer the confidence that you are here to help.
