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


#42

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.


#43

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.


#44

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.

#45

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.


#46

“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.”


#48

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.


#49

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.


#50
  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.