Drug testing

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
Elite Coaching Alliance 2005

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

limousine chicago service
In The News:

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a... Read More

Dont Forget your Existing Clients

Quest for new clients shouldn't ignore those who pay the... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Can Three Words In Websters Dictionary Be The Key To Customer Loyalty?

Are you concerned about customer loyalty? Are your customers so... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

Customer Service Is Dying - and Im Not Feeling So Good Myself

Have you ever called a company and been greeted with... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love... Read More

Find Out Where Your Firm Stands in Today?s Customer

Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More

Get Customers to Stop Calling You--12 Easy Ways to Save Money with Online Customer Support

Despite rumors to the contrary, the Web is not dead.... Read More

Client Appreciation - It Means Everything!

Want to know the secret for keeping your clients forever?... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common... Read More

Stellar Customer Service in 10 Simple Steps

If you're like me, you've had plenty of experience with... Read More

Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

Writing The Book On Great Customer Service

Q: One of the big chain bookstores recently opened up... Read More

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... Read More

Caring for Your Customers

You probably think I am going to say something like,... Read More

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More

philips induction lighting led lights manufacturers Pete's produce ..