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.
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...