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.

  1. Acknowledge the problem or service failure. This conveys empathy and helps the customer feel valued.
  2. 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.