Marine Fabricator March/April 2024 - 45

conversation, such as " I understand "
and " Mr. Smith, I appreciate you
bringing this to my attention. "
Asking clarifying questions will help
you gain a better understanding of
their point of view, but be careful not to
interrupt or cut them off. Determining
the root cause of their anger and
frustration will allow you to better
analyze the situation and respond in a
thoughtful and meaningful manner.
Apologize and empathize
Showing empathy, or putting yourself
in your customer's shoes, will help
to set a more productive tone to the
conversation. Begin by apologizing,
even if you are not at fault. Phrases
such as " I'm sorry to hear about
this " or " I can see how that would
be frustrating " will help to keep
the conversation from escalating
further. Repeat their concerns back
to them to ensure that you are clear
about their issue and the details.
Avoid making excuses or placing
blame, as that will only add fuel
to their fire. If the error is on your
end, admit to it. A little honesty and
humility will go a long way toward
maintaining your reputation and
earning your customer's respect.
Seek a solution
Once you have listened, clarified
the issue and offered an apology,
you can then propose a realistic and
reasonable solution. Often, simply
asking customers what they need
or want can help to get straight to a
" Avoid making
excuses or placing
blame, as that
will only add fuel
to their fire. If the
error is on your

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Marine Fabricator March/April 2024

Table of Contents for the Digital Edition of Marine Fabricator March/April 2024

Marine Fabricator March/April 2024 - Cover1
Marine Fabricator March/April 2024 - Cover2
Marine Fabricator March/April 2024 - 1
Marine Fabricator March/April 2024 - 2
Marine Fabricator March/April 2024 - 3
Marine Fabricator March/April 2024 - 4
Marine Fabricator March/April 2024 - 5
Marine Fabricator March/April 2024 - 6
Marine Fabricator March/April 2024 - 7
Marine Fabricator March/April 2024 - 8
Marine Fabricator March/April 2024 - 9
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Marine Fabricator March/April 2024 - 11
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Marine Fabricator March/April 2024 - 13
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Marine Fabricator March/April 2024 - 15
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Marine Fabricator March/April 2024 - 17
Marine Fabricator March/April 2024 - 18
Marine Fabricator March/April 2024 - 19
Marine Fabricator March/April 2024 - 20
Marine Fabricator March/April 2024 - 21
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Marine Fabricator March/April 2024 - 46
Marine Fabricator March/April 2024 - 47
Marine Fabricator March/April 2024 - 48
Marine Fabricator March/April 2024 - Cover3
Marine Fabricator March/April 2024 - Cover4
Marine Fabricator March/April 2024 - MFSupp1
Marine Fabricator March/April 2024 - MFSupp2
Marine Fabricator March/April 2024 - MFSupp3
Marine Fabricator March/April 2024 - MFSupp4
Marine Fabricator March/April 2024 - MFSupp5
Marine Fabricator March/April 2024 - MFSupp6
Marine Fabricator March/April 2024 - MFSupp7
Marine Fabricator March/April 2024 - MFSupp8
Marine Fabricator March/April 2024 - MFSupp9
Marine Fabricator March/April 2024 - MFSupp10
Marine Fabricator March/April 2024 - MFSupp11
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Marine Fabricator March/April 2024 - MFSupp13
Marine Fabricator March/April 2024 - MFSupp14
Marine Fabricator March/April 2024 - MFSupp15
Marine Fabricator March/April 2024 - MFSupp16
Marine Fabricator March/April 2024 - MFSupp17
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Marine Fabricator March/April 2024 - MFSupp19
Marine Fabricator March/April 2024 - MFSupp20
Marine Fabricator March/April 2024 - MFSupp21
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Marine Fabricator March/April 2024 - MFSupp27
Marine Fabricator March/April 2024 - MFSupp28
Marine Fabricator March/April 2024 - MFSupp29
Marine Fabricator March/April 2024 - MFSupp30
Marine Fabricator March/April 2024 - MFSupp31
Marine Fabricator March/April 2024 - MFSupp32
Marine Fabricator March/April 2024 - MFSupp33
Marine Fabricator March/April 2024 - MFSupp34
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