Register now or log in to join your professional community.
- Prioritize and identify the problems
- Analysis required time to solve each.
- Multi-task or share some of them for an equal skills supervisor or senior employee.
I would follow the best practice in customer solutions which goes like this:
1. Apologies to the customer for the inconvenience. Remember, the customer is a human being and needs to be calmed down to proceed with probable solutions. A simple statement of apology helps customer calm down.
2. Put yourself in customers shoes. This will help you with a completely different view of the problem.
3. Do whatever is possible to help the customer while staying under the confines of organizational policies and limitations. Also, do let the customer about the policies and limitations that are bound in the scenario. This helps the customer to understand that you've given your best shot to help him/her.
Set priorities and delegate.
Treating with un satisfied customers with7 steps :
1- Adjust my mind set .
Listen Actively2- listen actively .
3- Repeat Their concerns .
4-Be Empathic and Apologize .
5- present asolution .
6- take action and follow - up .
7- use the feedback .
Step One: Adjust Your MindsetOnce you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset.
This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism.
All that matters is that you realize that your customer or client is upset, and that it's up to you to solve the problem. Adjust your mindset so that you're giving100 percent of your focus to your client, and to the current situation.
Step Two: Listen ActivelyThe most important step in the whole of this process is listening actively to what your client or customer is saying - he wants to be heard, and to air his grievances.
Start the dialogue with a neutral statement, such as, "Let's go over what happened," or "Please tell me why you're upset." This subtly creates a partnership between you and your client, and lets him know that you're ready to listen.
Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you his story. As he's talking, don't plan out what you're going to say when he's done - this isn't active listening!
Also, don't allow anything to interrupt this conversation. Give your client all of your attention.
- See more at: http://www.mindtools.com/pages/article/unhappy-customers.htm#sthash.Bs6ftXBa.dpuf Step One: Adjust Your MindsetOnce you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset.
This means that you set aside any feelings you might have that the situation isn't your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism.
All that matters is that you realize that your customer or client is upset, and that it's up to you to solve the problem. Adjust your mindset so that you're giving100 percent of your focus to your client, and to the current situation.
Step Two: Listen ActivelyThe most important step in the whole of this process is listening actively to what your client or customer is saying - he wants to be heard, and to air his grievances.
Start the dialogue with a neutral statement, such as, "Let's go over what happened," or "Please tell me why you're upset." This subtly creates a partnership between you and your client, and lets him know that you're ready to listen.
Resist the temptation to try to solve the situation right away, or to jump to conclusions about what happened. Instead, let your client tell you his story. As he's talking, don't plan out what you're going to say when he's done - this isn't active listening!
Also, don't allow anything to interrupt this conversation. Give your client all of your attention.
- See more at: http://www.mindtools.com/pages/article/unhappy-customers.htm#sthash.Bs6ftXBa.dpuf Adjust Your Mindset Adjust Your Mindset
I think first come first out is best policy.Beside that if you think one problem will consume more than other problem which takes less time then you can switch.otherwise simple policy is best.
Do you need help in adding the right keywords to your CV? Let our CV writing experts help you.