CUST105: Unit 2 Short Writing Exercise: The Customer Service Workplace

As a Manager of a Customer Service Department I would have to say some qualities that I look for in a Call Center Representative is their ability to de-escalate and stabilize their customer, ability to provide effective/supportive listening, empathize, and also their phone etiquette.

Focusing on nonverbal communication would be a great technique to use as the Chapter indicated, “It’s not so much in what we say, but in how we say it.” Having the appropriate phone etiquette (tone, pace) goes a long way with escalated callers and prevent the intervention of Management. As Management staff we look to staff as Leads who can de-escalate and stabilize their caller on their own without additional supports from the Management team.

Overall with knowing the description of the job along with the expectations in terms of Quality of Service, I believe you can develop these new hires to reach their full potential.

My new employers will deal with different types of customers of different cultures. The first thing they must have is to keep smile and listen to your customers even if they are rude to you. Stay calm and never shout or speak loud but speak slowly and clearly.Apologize and empathize with them. Take the problem as your own and try to find good solutions to it. Share these solutions with your customers and make them your partners.Follow -up them and make sure that they are satisfied with these solutions. Offer them better services for the future.

Situations and Tactics New Employees Should Be Prepared For.

Be prepared for pretty much anything when you are dealing with the public.  Whether it is face-to-face or over the telephone, you need to be able to handle any given situation at any given moment.   Be prepared for a customer who is very irate because the product or service he received either was not working properly or the outcome was not what the customer expected.  When a customer is angry before they even speak with a customer service rep, they will most likely take out their anger on that rep because they are the only one who is there for them to vent to.  Be prepared to handle this situation calmly and without taking it personally.  Almost any negative situation can be defused and turned around if given enough patience and thought.

Know how to handle the ‘impossible’ customer, as I like to call them.  It does not matter what you say or do, they will not be happy.  These customers are few and far between, but they are out there.  It seems their entire purpose is to make others as miserable as they seem to be.  These customers will vent and blame and be just plain mean and nothing you can do will change this.  For these customers, you need to keep calm and remember, it’s not personal.  Try to empathize the best you can and get this customer taken care of as quickly as possible.  Do not allow this to get to you.  It will happen a time or two.  Just breathe and think of this as a challenge to teach your patience and strength.

Realize that the world is full of a variety of people and as a customer service represented, it is their job to treat every customer, regardless of sex, nationality, religion, etc., the same. It is not a pick and choose business.  Whether you have personal issues with anyone or anything, when it comes to customer service, those issues must be left at home.  If you are not able to give the same type of customer support to everyone who contacts you, then you do not need to be in this business.  

There are many tools of the trade when it comes to adapting to any given situation in customer service, but I feel the most important tool is empathy.  We have all had to deal with customer service at some point in our adult lives and we all know what we expect from the experience. Remember, if you would not want to be treated a certain way, don’t expect a customer of yours to want that either.

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.

“Welcome to new employee orientation as you begin the work of becoming more and more skilled at handling customer service issues. We are going to discuss some very basic principles that will prove to be very beneficial, but before I share with you about these guidelines, I want you to have a few things etched in your memory to never forget. First of all, you not be able to satisfy every customer, no matter how hard you try. We understand this, but your job is to try as best you can by implementing good customer service skills, Secondly, never forget that you are never alone in this work. There is always a way to escalate the problem if you cannot find a workable salutation, so don’t feel alone. Lastly, always, always, always stay calm! No matter how difficult the customer is, no matter how angry they become, don’t return fire with fire. It never helps anything. If you can remember these things, it will take you along way. The customer will always remember your attitude in trying to help them more than anything about their encounter. It is very important to have an empathetic attitude. Sometimes truly listening to complaints is all it takes to make them happier. Everyone wants to feel listened to and their complaints validated. Try to put yourself in their shoes. Don’t make excuses, don’t get defensive, apologize for the inconvenience, and then try to find a workable salutation. Keep a smile on your face, and a smile in your heart, and you will be on the road to success as a customer service worker. And don’t forget, I’m here to help if you need anything at all.”

Hello and welcome to the start of your customer service career! As you go through the training process, we will cover basic situations of angry customers so you will be better prepared. The basic rule I like my customer service workers to follow is the P/S/A paradigm. This stands for: be faced with a problem, frame the problem, pose a solution to the problem, and then finally take action to fix the problem. To help implement these tools, we will walk through a basic scenario of an angry customer interaction.
Our company is a manufacturing company. Every day we shipped hundreds of parts out our doors to our customers. Our customers expect on time delivery with the right part in the box. Let’s say that you are in the middle of the work day when the phone rings. You answer the phone appropriately. That means naming our company and having a polite tone. The customer right off the bat is accusing you of shipping the wrong part. This is the part where you are faced with the problem.
Next step is to frame the problem. The customer keeps going on and on about how this is messed up and that he will not being doing business with us any longer. As you are listening intently, apologize on behalf of the company. Use this phrase, “I’m sorry the company did not meet your needs how they were expected.” Never take sole ownership of the problem. That is an easy way for the customer to blame you and only you. After apologizing, try your best to understand what the problem is. Let the customer know you are problem solving ways to fix the shipping for them.
The next step is to pose a solution to the problem. You have the customer calmed down some, so now you can discuss ways to fix their problem. Make the customer feel included in this process. Using the phrase, “Let’s problem solve and find a solution to your problem.” Let them know the steps you’re doing to solve the problem. “I am looking into your order and finding your correct parts right now.” After explaining that, the customer will feel like you’re truly working hard to fix this problem with them. Discuss the process and getting the new part to them.
The last step is to take action to fix the problem. Find their missing part and contact the appropriate people to get it handled. Inform the customer that you have found the part and that it will be delivered to them correctly this time. Apologize on the companies’ behalf again. Then go through the return process with them. Before hanging up, be sure to ask them if there is anything else you can help them with. By following these steps, dealing with the angry customer can be fixed.

Welcome to the team!

Undoubtedly in your work you will encounter some difficult situations. Here are some tactics for when these occur: stay calm and don’t join in their anger; don’t take anything they say personally or argue or defend themselves; let them vent, then empathize and apologize sincerely as many times as necessary. Let them vent, but never interrupt or tell them to calm down or respond angrily. Speak slowly and gently. Then take charge. If they are in a hurry, ask for a short amount of time to begin with.

If the problem is especially difficult don’t be afraid to get help - but don’t ask too soon (even if they are demanding it) or you may be seen as incompetent. If you see someone else struggling with a difficult customer and you can help them (for example, confirm what your coworker said).

Remember, situations tend to escalate gradually, so try to catch them early and adjust your approach to nip it in the bud (stop it before it gets big) by adjusting your communication (verbal and nonverbal) and attitude, as well as efficiently resolving the problem and setting clear expectations. This may require multitasking, and keeping explanations short if they’re in a hurry.

(As far as the company allows) fulfill and exceed their expectations. For example, replace an incorrect product with the right one for free and throw in a coupon and some free goodies. If they’ve already been to your team and had a bad experience or failed to have their problem properly resolved, don’t charge them for coming again and report the bad experience.

Above all of that, stay calm and remember the principles and steps of good service.

  1. Endurance level
    Customers can be annoying , can be irritating , can push you to your edge , but if you’re going to work with me , you must learn the act of enduring , enduring side insults , looks , action , thought provoking comments , you should be able to suppress every form of anger , irritation that might result from such events

  2. Politeness
    Customer service foundation is built on being politeness and courteous to consumers and clients , so when dealing with angry or rude customers , your sole aim is for you to be polite in every manner , not anger them , but be in a situation that reminds that you’re there to serve them .

  3. Understanding
    This is key , you must understand your customer , see beyond the anger and the outrage , understand why they’re in that situation , be reasonable , be their mother/father at that moment , know why , by doing this , you’re bringing then to understand you too , understanding your customer is key .

  4. The “one” customer treatment
    The customer might be the one customer that will bring a huge business development to the firm , so , every customer deserve the special “one” treatment , in their anger , when given the special treatment , you diffuse the anger and at the same time, retain then and who knows , make them go out and bring business clients for the betterment of the organization.

When dealing with angry customers , you should be able to be calm , courteous and polite with a smiling yet serious face , what I mean is , inasmuch you want to calm the customer down you should have it in mind that some customers feel your smiling means you’re not taking them serious so have it in mind to mix both smiles and seriousness together , so when dealing with aggressive customers , first you listen to them with Keen attention , let them feel you’re giving them time and attention , and also after listening, tell them how much you appreciate their effort a and apologize before attending to them , as you’re working on their issues , take them along and always apologize if there’s too much silence , always use sir to address them or ma as it makes them feel special and also offer them a glass of cold juice or water to calm them down as you work on their complaints and also involve them in discussions that matters to them , as you do so you make them forget their worries a little and actually make them feel at home and also as you’re on your job be sure to take them along like a partner and not as a customer , involve them in every area of the transaction and when you’re done with them you apologise again and thank them for coming , if its a customer that doesn’t speak the national language , what you will do is try to demonstrate or put them in a position where you can actually be of help , as customers varies so as language varies , and when you see that they are high on their voices , allow them vent and after venting you apologise because some customers when they don’t vent or not allowed to vent the outburst is usually not nice , so allow them say their mind and after that you can now attend to them very well

I would start off by welcoming all the new employees. I would tell the new employees about all of the duties that they would have to do at work. But I would also inform them of the different type of customers that they would have to deal with on a daily basis such as the nice and patient type or the angry and unbearable type. Most of the customers will be handled over the phone, but there will be some that will have to be helped via internet or approved by a supervisor. Please make sure that the supervisor is our last option.

Some customers might be too frustrated to go on the internet to look up a solution for there problem so this is where all the new employees will come in. Make the customers feel welcomed and that you will be able to help find a solution to there problem. Make sure that you never tell an angry customer to calm down, or that you don’t have to help with their problem. Working for this company as a customer service agent automatically makes it your job to help find a solution.

For example, when a customer calls angry to verify an item that they have ordered item for an event and it has not yet arrived. It is 100% guaranteed that they will get upset with you. Your job will be to insure the customer that you are locating their item and trying to find out why it has not yet been delivered.

Sometimes it will be only answering the phone, but other days it will be dealing with customers who will come to the corporate offices to speak only to a supervisor because they feel that you are not smart enough to deal with there issues. It is your job to use your supervisor as your last option.

When hiring new employees, the first thing I would explain to them is that dealing with the dissatisfied customers is one of our highest priorities. Learning how to effectively communicate under pressure is key, and that at no time should they take the insults seriously, barring things like death threats of course. When dealing with an irate customer the first goal is to find a solution to the problem, and modify it from there based on the customers needs/wants vs what you can offer through the company. Often times they’ll vent the entire frustration of having faulty service or bad products at you since you’re the ear they’ve gotten to speak to first. Remain calm, relax, and try and do your best to remain invested in finding the solution. If at anytime it becomes too much, do not blow up at the customer, but involve a manager. Never return insults, never lose your temper, don’t show them that you are phased in a negative manner. Try your best to remain empathic, and remember what you’d feel in their position. Most of the time, by the time a solution is reached and their allowed to vent, the situation will resolve, and you most likely have earned a repeat customer for helping them through this time of frustration. I’d remind them that we all have bad days, and customers are no different.

I’d also set up a visual aid for all employees on how to handle the situations when they arise, that way, when the problem does pop-up, they’ll be prepared to handle it in the best manner possible. We can all be taken aback by hostility, but at no time can the representatives allow that to throw them off of their mission to find an agreeable solution to the situation.

When hiring new employees, the first thing I would explain to them is that many of the situations that a customer service worker would handle will pose a certain degree of difficulty and providing satisfaction to a dissatisfied customer is of utmost priority. Effective communication and maintaining a positive mindset and attitude despite the insults and attitude of the customer is key. Also, a sincere apology can help alleviate a customer’s agitation and resolution to a customer’s problem should equal or exceed the customer’s loss. The golden model of customer service which is listen, empathize and take charge should be adhere to.
Moreso, the new employee should be comfortable interacting with people from a wide range of cultural and demographic backgrounds and as professionals they should set aside preconceived notions of “correct” behavior while respecting the cultural or demographic differences of the customers they serve.

Welcome to the team, newly hired customer service representatives! It is important to me that you are all well-equipped on how to provide the best customer service to all our customers. However, not all our customers are the same, so as a customer service representative you must be able to recognize how to cater to our different types of customers and implement your techniques accordingly.

Many customers may be in a good or neutral mood and they will be easy to handle, if your match their attitude and energy. If a customer approaches you with an issue or is visibly upset, you need to know how to handle the situation appropriately as to not escalate the situation further. Use your best judgement when calling a manager to assist you with a situation. You should make your best effort to deescalate a situation yourself before reaching out to a manager. This shows that you are willing to take matters into your own hands, and this will better your chance for the customer to have confidence in you and our company with resolving the problem.

You also need to be prepared for customers who are extremely upset and need an opportunity to vent. As a customer service representative, you need to stay composed and let the customer express their emotions without interrupting or taking anything, they say personally. Let them know that you understand their frustrations and want to do all you can to find the best solution for them. They want to be reassured that someone else is on their team. You are the experts, and you will be able come up with a solution if you stay calm, and work with the customer.

The tactics that I would brief the new recruits on handling challenging problems and difficult customers are;

  1. Show empathy for customers problem.
  2. Encourage extremely agitated customer to vent before initiating steps to resolve
  3. Not to take customer’s insults and anger personally.
  4. Remain objective and calm.
  5. Involve the customer.
  6. Provide clear options and steps to a resolution.
  7. Exceed customer’s expectations.
  8. Assure the customer that you will advice the management of the problem to prevent a similar situation in the future.

If am a manager,my employees would certainly know the companies policy on products and services,protect themselves with proper mindset and attitude.they are days situation may arise a customer may vent their frustration for an order that wasn’t delivered on time,probably our company sent a wrong part,a customer was mistreated by a team member,a false assurance or promises was offered to a customer that must now be rectified.he or she can’t control how a customer react to a given problem,but they can control how they respond by remaining focused,alert,understanding,caring,unemotional and must of all patient.if such challenging problems are not well handle to achieve speedy resolution and satisfaction,this may cost the company considerably more in bad public relations,with customer ratings available on many online sources,blogs,social media,each bad comment can reach vast numbers of current and potential customers.An unsatisfied and angry customers will be sharing their unhappy experiences with their colleagues,friends and family some cases a customer will be calm and reasonable while in other cases a customer will be difficult,demanding,angry,rude and potentially violent.The best tactful tips to handle difficult customers and challenging problems is to apply the golden model of customer service:listen,empathize and take charge.they must have good communication skills and effective listening,always be calm,try not to get angry and seek the help of your supervisor or team member for assistance.

Hello everybody, first of all I want to congratulate you for being here. As a new Customer Success agent you will find many challenges in your way. Please remember that you can count on me for it, the first 3 months you will have many questions and I suggest you to write them down and sent them to me, I will try to answer your emails as soon as possible.

You have a very valuable Knowledge Center, please try to find an answer there and, if you cannot find it, just let me know it.

The most important thing you have to keep it mind is: You must help any customer the best way possible by:

  1. Being empathic
  2. Be clear on all the possible solutions
  3. Tell them the best path for resolution (in your opinion). and,
  4. Explain them why you think that is the best potential solution.
  5. Be sure they understood what you said, rephrase it if necessary, but let the message be clear.

If a customer is not calling from the phone number we have on the system, PLEASE be sure to validate you are talking with the person by asking their address, DOB and details about their last transaction. We cannot give information to any other person other than our customer, this is for our customer’s safety.

Sometimes you won’t have a good connection with a customer, then you can ask another agent to take the call, don’t worry, this can happen from time to time.

Feel free to reach me whenever you need. I will do my best to help you guys. Thank you for being here.

First is to welcome the newly hired customer service workers into the organization.
In aspect of dealing with difficult customers and challenging issues, the csw will get to know that there are different kinds of individuals and they are not to be treated in same manners.

In handling difficult customers, you must be polite at all cost, don’t take their insults personal, speak slowly, try to see situations as they do, and always smile even if its on a telephone calls. use short sentences and always use the golden model of service.

In place of dealing with extraordinary and challenging problems, it can be taken to a higher level, offer apologies always and try to return them to a reasonable mood, do not interrupt while customers are explaining their problem, give them listening ears, and be sure to use words of affirmations to ensure them that you are on the same track with them.

As a means of proper notifications, they should also note that their core goal is to maintain and retain customers at all cost and the three golden mod of service should be applied at all cost.

First things first. I would make sure my new employees get first hand information /knowledge about the company. Know about our products & services , company policies, rules and guidelines.
After an intense company knowledge, then the training. Teaching them how to deal with difficult clients, improve their body language when dealing with a client, and most importantly customer satisfaction.

A customer service representative needs to be ready to face challenging sight and event upset or unsatisfied customers. New employees need to stay calm and show empathy to the customer. First of all they need to listen what the problem is and focus on the possible is necessary not to take it personally - the person is not upset at you. Try to put yourself in the customers shoes to understand how they really feel.then it’s important to try to find a solution - also by working with the customer.

Clearly I am going to start with welcoming our hire. The first day of a new job can be just as nerve-wracking as it is exciting. I would love to provide training that will be helpful and makes adaptation easy.

Most important advise that I could give is to engage sense of hearing. You’ll need to listen carefully to customers.

Always have a patience, which is defined as the ability to deal with delay and complications without problem.

Be prepare that you will be dealing with frustrated people on a regular basis, so you need to be able to keep your cool, whether it’s first call in the morning or the last one of a very long, exhausting day. Don’t forget that communication is not just speaking clearly to a customer, but also being clear about the information you are giving the customer. It’s true that there will be a lot of customers and they understand that they are not the only clients you have, but customers love it when they are made to feel as if they are.

The hardest part of being polite to a customer is when you are rejecting their request. Consider to rely on comments like “I understand”. Say things like :I am truly sorry that I can’t accommodate your request, but I can do…” Diplomacy is a must have skill for customer service worker. And it stand for being honest about issues in a manner that does not upset a customer, even if you are giving a customer bad news.