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I am sure that you have had this request
a few times. There are a number of
responses that I would like you to
consider.
You could fetch the manager – sometime
this will defuse the situation. In fact
if you dressed up the janitor in a
manger’s uniform and produced them, the
fact that the customer feels they have
been listened to by someone more senior
can take the steam out of the situation.
Tell the customer that the manager is
not available but reiterate that you
wish to help them and
immediately repeat how you can solve the
situation and what the next step is.
If you are the most senior person, then
convey this to the customer, re-clarify
the situation offering options if
possible, e.g. “I can assure you that I
will relay your request to ‘X’ and if
you wish to take this issue further you
can contact/write letter etc.
Ask the customer if they could speak
to a manger what would the say/expect to
achieve. (Very often their request will
be similar to what they are asking of
you). At this point you can attempt
to do what you can to solve the
situation.
When you vary your behaviour you will
get different results, the more
approaches that you try the more you
will learn.
Contact us
to find out how blue concept training can
support the people in your
organisation. When staff feel in
control, safe and calm they can provide the very best in
customer service. Conflict
management training will reduce costly
staff absenteeism, exposure to risk and
poor work practices.
Speak to
a member of our team who will be happy
to discuss how our employee
support
training can help your organisation.
Contact blue concept training
today.
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