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There's going to be times when you (or someone in your organization) will have to deal with a customer whose expectations aren't being met - for whatever reason. Stay away from making excuses, grilling the customer, or questioning what a co-worker has promised. Instead, stay positive and keep your focus on what you can do to solve the customer's problem. To do that, thank the customer for calling. Do everything in your power to fix the problem. Offer the customer something extra. And be sure to leave things on a positive note by renewing the relationship.
Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.
Does your organization recycle the same tired approaches to problems that never seem to go away? Equip your workforce with a proven problem-solving model to tackle poor quality, inefficiency, uneven performance and more. Individuals or teams can solve any problem once and for all when they learn to A.C.E. It!
Acknowledge the variety of tough situations that can arise in the workplace and introduce easy problem solving steps.
Asking questions to understand a problem
How to best evaluate solution-based options.
Introduces the concept that life is a series of presentations.
Review and reinforce the A.C.E. It!™ problem-solving model.
Create a true sense of purpose in leadership,service,learning and growth for those people who serve in the United States public sector.
How encouraging and reinforcing positive behavior will improve performance and build positive relationships.
How using positive redirection with a coworker improves relationships and performance.
How using positive redirection with a team member improves relationships and productivity.
How to provide service from the heart