Last but not least

I love acronyms (as you might have guessed from the title of both this blog and my business novel ;-)
Acronyms can be a powerful, but simple way of expressing something important or ‘complex’. Recently I found this little jewel on www.businessballs.com/acronyms

LAST
“Listen, Advise, Solve, Thank. A good aid for training customer service and complaints handling. (Ack Tumby).
Certain organizations continue to pursue less positive methods, notably the IFO technique (Ignore and Fob-Off) or the IPATTAP model (Interrupt, Patronise, Argue, Threaten, Terminate, Apply Penalties).”

I’m betting that workshops dedicated to customer service and complaints handling never tell you that in such a simple and precise way.