Handling Challenging Situations with a Customer-Focused Mindset

| Total Words: 837

Most Customer Service Professionals deal with many challenging customer situations. These situations may include:

A customer who is upset about the quality or delivery of our product/service.

A product return or a cancellation of services.

Incorrect information given to the customer.

A customer who is negative toward your company due to past experiences.

Confrontational issues and conflict.

Angry customers.

Explaining a company policy or procedure.

Fielding a request to escalate a call to management.

The ultimate goal in these challenging situations is to provide a win-win solution. We want our customer to leave the interaction feeling listened to, well taken care of, and valued. A customer-focused mindset will have a tremendous impact on accomplishing these goals. Along with customer focus, an invaluable tool for dealing with challenging situations is the Five-Step Process.

The Five-Step Process

Have you ever been an upset customer, calling your product or service provider with a serious problem? If you receive a satisfactory resolution AND you feel listened to, well taken care of, and...

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