Good morning and welcome to CLWConsulting.
My name is Carl Williams, and I am the manager of the customer service department.
Today I will be orientating you all on the aspects of dealing with challenging problems and difficult customers. We are going to go over some of the challenging issue of the work place first, and then touch base on dealing with difficult customers.
This does not happen much in most companies; however, I will start with the most difficult challenge there could possibly be in any given company and that is; what is proper etiquette when faced with an instruction that does not seem correct or is strictly prohibited by company policy?
The answer is. When you find yourself in a position to were a supervisor or a senior employee has instructed you to do something that is strictly prohibited or morally challenging. You should respectfully decline and maintain a professional attitude in doing so.
Communicate effectively and bring awareness to the possible harm following the improper instruction would cause.
The second challenging problem that is very relevant in the work place is change.
Some people like a work environment that’s predictable and routine.
However, here at CLWConsulting, we believe in innovation, so there will be constant change both internally and externally to make what we do fresh and new in all areas of service.
Now, on to the second part of orientation. Dealing with difficult customers.
Dealing with customers in general takes very special tactics and/or a level of diplomacy.
However, dealing with difficult costumers requires experience and strong communication skills. Because dealing with extraordinary customer service issues has a degree of difficulty that not everyone can handle without getting frustrated.
Some of the things that might come up is the customer did not get what was ordered in a timely manner, and when they called costumer service they got the run a round never getting a resolution,
Someone was rude to the customer and now they want someone to pay.
Just simply follow up with diplomacy.
Be respectful, professional, empathetic, and willing to help resolve the matter. And most of all listen carefully to what it is the customer is stating as the issue and take proper notes as to the final outcome of the issue addressed.
Take ownership of the problem and work with the customer as a partner to fix whatever it is that’s wrong and show commitment. if needed take the matter to someone he can effectively address and give detailed remedies to close the the matter with positive results.