I. Listen actively – This is the best thing that you can do and this has also been discussed in the “Customer Relationship Management” training (if it has been conducted before this), as well under handling difficult customers, Give the other person as much time as possible till they cannot think of anything else to say. In the mean time, make notes. After they have finished, repeat what they have said. Offer solutions and also most importantly give them a time line.
II. Acknowledge the person – Keep in mind that in any conflict situation, the most important thing to do is give as much importance as possible to the person complaining. If you know the name of the person, use it as many times as possible in the conversation. Apologize as many times for the inconvenience caused. Empathize with the person. Make the person feel special by offering options. All of these above solutions must be done without you getting frustrated as this is what can happen over the phone. The situation is not face to face.
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SLIDE 14 AND 15: 20 GOLDEN RULES TELEPHONE RULES
Slide 14
I. Listen actively – This is the best thing that you can do and this has also been discussed in the “Customer Relationship Management” training (if it has been conducted before this), as well under handling difficult customers, Give the other person as much time as possible till they cannot think of anything else to say. In the mean time, make notes. After they have finished, repeat what they have said. Offer solutions and also most importantly give them a time line.
II. Acknowledge the person – Keep in mind that in any conflict situation, the most important thing to do is give as much importance as possible to the person complaining. If you know the name of the person, use it as many times as possible in the conversation. Apologize as many times for the inconvenience caused. Empathize with the person. Make the person feel special by offering options. All of these above solutions must be done without you getting frustrated as this is what can happen over the phone. The situation is not face to face.
_____________________________________________________________________
SLIDE 14 AND 15: 20 GOLDEN RULES TELEPHONE RULES
Slide 14
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