This can assist them in determining if the problem is

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supervisor. This can assist them in determining if the problem is a common issue for customers that need possible changes to the operation to avoid future situation and /or if follow up is required with the customer. *In some circumstance you may not be able to resolve the customers concern. Record the details and forward them to your supervisor for follow-up. This will assure that all that can be done will be done Here are some further techniques for dealing with an upset customer: Technique 1: Keep It Impersonal and Professional
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It is important not to antagonize the customer by the way you speak to them. For example, if you have to inform them that they did not interpret the swim schedule correctly. Never say, “You didn’t read it correctly.” Instead say, “There are a few areas on the schedule that could be improved upon.” * Can you see the difference in the way the message could be sent and received? It’s as if the customer was not at fault. Technique 2: “I versus You” Imagine an upset customer trying to explain something to an employee that does not understand. The employee says, “You are confusing me.” This statement makes the customer feel more frustrated. Instead of saying, “Excuse me but I am confused” or “Let me see if I have this straight.” *Using “I” instead of “you” avoids angering the customer further, and will help, as opposed to hinder, the communications process . Technique 3: Avoid Saying, “But its _______Policy” Nothing frustrates a customer more than to hear the phrase “It’s our policy” To the customer this suggests that the organization comes first and the customer comes second. Think how some banks treat customers these days and you will visualize the frustration that your customers will experience with a statement like that. *Instead take the time to explain why such a decision has been made . Technique 4: Take Responsibility How many times have you experienced an employee say, “It’s not my job”, When you ask them a question, or you ask the clerk where a certain item is located in a store, and you are told where you can find it, instead of being escorted to it. *Always take the steps to ensure the customer’s needs are met. Technique 5: Keep the Customer Informed Sometimes when a problem arises that cannot be resolved immediately, you can tell them that you or your supervisor will get back to them by a certain time. Even if you don’t have that problem solved by that time, call the customer back to advise them that you are working on it. * The customer will respect you and the facility for keeping in touch . Technique 6: “You Have To…”
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A customer doesn’t have to do anything. The customer is doing us a favor, not the other way around. Instead of saying, “You have to do this” say, “Would you mind doing this so we may resolve the problem quickly”.
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