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SSE_DECEMBER2015

COVER Article Lessons Learned From Irate Customers 4 rules of communication By Joe Curcillo Boss Deborah is sitting in her office reviewing monthly reports as she listens to routine bustling of her staff. Suddenly, she hears a single voice amidst the regular noise. It is Mary, her secretary, attempting to get a word in as she deals with a rather stubborn and authoritative customer. The call is placed on hold and is transferred into her office. Mary announces “Mr. Money is on the phone; he is angry and is demanding your help.” As Deborah reaches for her phone, she recognizes that how she handles the next few seconds will determine whether Mr. Money will raise or lower the bottom line on the next monthly report. In the time it takes to reach for the phone and say “Hello,” you must have the focus and knowledge necessary to take control and lead the caller back into your corner. Preparedness comes by having the structure in mind that will allow your persuasive and reassuring abilities to control the situation. Maybe it was your staff, your management team or a salesman, but the buck stops with you. As you listen to the complaint, pay attention to how the caller became disgruntled, and match their words to the organizational structure and discipline that you have in place. Many times the caller has reached your desk because someone in the chain of command failed to listen and address their concerns. Let’s begin with the approach; how you manage the window between the “ring” and the “answer” will define the experience as educational, confrontational or successful. In the seconds before answering the call or meeting, keep in mind that the best way to initiate control is to take the high ground. Not just the high road of virtue and doing the right thing, but the high ground as a vantage point to observe the situation as a whole. Prepare to remove yourself from the fray and look at the big picture. The best means of accomplishing this is to remember 4 rules. Sales and Service Excellence Essentials presented by HR.com |12.2015 Submit your Articles 5


SSE_DECEMBER2015
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