LAARC

Listen, Acknowledge, Assess, Respond, Confirm

A framework used in customer service and communication to guide effective conversations with customers.

Here’s a breakdown of each step:

1. Listen: The first step is to listen actively and attentively to the customer. This involves paying attention to what they say, their tone of voice, and other nonverbal cues.
2. Acknowledge: Once the customer has finished speaking, the next step is acknowledging their concern or issue. This can involve paraphrasing what they said, empathizing with their situation, and letting them know that you understand their perspective.
3. Assess: After acknowledging the customer’s concern, the next step is to assess the situation. This can involve gathering additional information or context, asking clarifying questions, and determining the best action to resolve the issue.
4. Respond: Once the situation has been assessed, the next step is to respond to the customer. This can involve providing a solution, offering alternatives, or taking action to address the issue.
5. Confirm: The final step is to confirm that the customer’s concern has been addressed and resolved satisfactorily. This can involve asking the customer if they have any additional questions or concerns and thanking them for their feedback.

The LAARC framework is designed to help customer service representatives and other communication professionals effectively engage with customers, resolve issues, and build stronger relationships. By following this framework, businesses can improve customer satisfaction and loyalty and drive business growth.

• Abbreviation: LAARC