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Customer Service Information |
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Mastering Challenging Service Situations
During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. How can you best handle challenging situations? I have developed and practiced a simple method for just such encounters. If you follow the steps listed below, you will greatly improve the likelihood of achieving positive resolutions to challenging situations. Make a Connection Shake hands and introduce yourself. An introduction will add a personal aspect to the situation that can alleviate some hostility or anger that might surround the interaction. Acknowledge concern and show understanding. Get engaged in solving the problem. Respond only in a positive manner to negative feedback. Ask for information Clarify the issue. Ask probing questions,gather information and clarify the issue. Show understanding of the problem. What can I do for you? Discover what the customer needs to be satisfied. Suggest Offer a solution not an excuse. Shift from the problem to the process for resolution. Offer a choice between several options. Involve the customer in determining the solution. Explain any limitations if there are any. Check for Agreement Offer the preferred option and ensure customer understanding and support of the agreement. Explain the next course of action. Take Action and Deliver Produce the agreed upon solution. Look for ways to provide a meaningful extra touch and turn a poor memory into a positive one. Evaluate How could this situation have been avoided? How could it have been handled better? What skills can be trained as a result of this interaction? Reconnect Follow up with the customer. Ensure that the customer is satisfied with the resolution. Solicit feedback for improving service. Offer a sincere "thank you" to your now satisfied customer. Superior customer service is one of the most difficult deliverables facing the business world today. Why? Because employees do not take service personally and your customers do! Shift your perspective about service and make it personal. Ask yourself and your staff, "How many customers can we afford to lose today?" I am confident that if you train and instill my simple steps to "mastering" challenging customer situations, you and your business will see tremendous results. Remember, service is more than just a word, it is a necessity! © Anthony Mullins Anthony Mullins is the President and Coach for The Elite Coaching Alliance. He specializes in leadership development, strategic planning, 1-on-1 coaching, facilitation and inspirational speaking. He is the author of the upcoming book "Leadership Links." Anthony can be reached by e-mail: anthony@elitecoachingalliance.com Visit his website http://www.elitecoachingalliance.com
MORE RESOURCES: How AI can enhance customer service The Keyword | Google Product and Technology News Dallas Restaurants Say Robots and AI Enhance Customer Service Dallas Observer How did customer service get so bad? Financial Times How Best Buy uses generative AI to improve customer support The Keyword | Google Product and Technology News They've got your back: Meet American's system customer service managers - American Airlines Newsroom They've got your back: Meet American's system customer service managers American Airlines Newsroom GenAI Can Help Companies Do More with Customer Feedback HBR.org Daily Bank of Ireland announces €34m customer service investment SiliconRepublic.com Opinion: If it's not dead already, customer service is certainly on life support • Asheville Watchdog Asheville Watchdog Frequently asked questions and customer service CSPI Newsroom Customer Service & Support Hillsborough County (.gov) T-Mobile Delivers Industry-Leading Customer, Service Revenue and Profitability Growth in Q1 2024, and Raises 2024 ... Yahoo Finance A Customer Service Adventure: Customer Service: It's Everybody's Business | Calendar City of Glendale, CA (.gov) Poll workers emphasize election confidence, customer service • Indiana Capital Chronicle Indiana Capital Chronicle T-Mobile implementing AI-powered tools for better customer service Android Headlines The Marriott Maze: Navigating Customer Service Over $11, When Does It Stop Being Worth It? View from the Wing Top AI Tools to Improve Your Customer Experience Spiceworks News and Insights The article discusses the use of chatbots in the self-storage industry, including how to implement the technology and ... Inside Self-Storage Oracle Leverages AI to Boost Sales Performance and Empower Service Agents Acceleration Economy Rebuilding the IRS Improves Customer Service and Reduces the Tax Gap Center For American Progress The correct airline customer service numbers to help avoid scams - The Washington Post The Washington Post What Your Business Can Learn From Southwest Airlines Business.com Gov't offices giving better customer service? BVI News Online Secrets of Great Customer Service News Channel Nebraska Citizen First Customer Service City of Lynchburg Welcome to Riverside Public Utilities City of Riverside (.gov) Andreas & Sons values customer service above all else WGN Radio - Chicago Customer Support GE Aerospace Social media customer service statistics to know in 2024 Sprout Social MTA opens spring customer service survey to hear from New Yorkers PIX11 New York News Contact SEA Customer Care portseattle.org AI is replacing customer service jobs across the globe The Washington Post Best Customer Service 2024 Forbes Recent Developments That Could Impact How Companies Offer AI-Based Customer Service Chatbots | Insights Skadden, Arps, Slate, Meagher & Flom LLP Customer Service Center - Recreation & Wellbeing University of California, Berkeley Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com Billing and Insurance WellSpan Health 2023 Tax Filing: IRS Improved Customer Service, but Could Further Improve Processing and Evaluate Expedited Hiring Government Accountability Office Excellent customer service in Austin, Texas, indicative of nationwide survey Transportation Security Administration Will AI customer service kill the call centre? Tech Monitor Lenovo recognized for continued commitment to customer support and sustainability in its supply chain Lenovo StoryHub Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom CFPB Issues Guidance to Halt Large Banks from Charging Illegal Junk Fees for Basic Customer Service Consumer Financial Protection Bureau What is the future of customer service in an automated world? Inside Retail Asia DPW Wants to Know the Material of Your Water Service Line Baltimore City Department of Public Works Spectrum Mobile Ranked #1 in Customer Service by J.D. Power | Charter Charter Communications Bell Signs Customer Service Facility Agreement with Abu Dhabi Aviation Textron Inc - Investors Klarna says its AI assistant does the work of 700 people after it laid off 700 people - Fast Company New customer service managers appointed to Vicksburg, Pearl, Greenville and Brookhaven areas Entergy Newsroom |
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