Lesson 3: Handling Tense Situations 1. What are you responsible for when dealing with customers?

2. What are the three techniques for managing personal stress?

3. What is the first thing you should say to an upset customer?

4. Why should you restate the customer’s problem?

5. How does listening carefully help the customer?

6. What will help you show empathy?

7. What will you likely have to do to identify the root cause of the issue?

8. If research will take some time, what should you do?

9. What should you communicate to the customer about their issue?

10. If you can’t give the customer what they want, what should you do?

11. Why should you show compassion when addressing a customer’s issue?

12. Why should you thank the customer after resolving an issue?

13. Why is following through on promises important?

Handling Tense Situations

1.What is the duty of a customer care?

          A core responsibility of customer service is answering any simple issues that a customer may have. Customer service provides reactive support and is the one to respond when an issue suddenly pops up. Customer service acts as the frontline of defense and takes care of as many issues as possible.

2.

Exercise

Relax Your Muscles

Deep Breathing

Eat Well

3.

      Dealing with an upset customer is not a pleasant experience no matter how long you’ve been in the business world. If you don’t handle the situation appropriately, you risk losing your customer. Although you’ll want to take a little time to understand the situation, it’s important to address complaints promptly to avoid alienating customers.

4.

      Restating also gives you the opportunity to make sure you accurately understand the customer's situation. Since getting even one detail wrong can jeopardize a sale, you need to make sure you get as much right as possible, and especially that you don't proceed based on erroneous information or assumptions.

5.

      It reduces tension and defensiveness on the part of customers who realize they aren't going to be pushed into making a purchase through force of words. Listening builds self-esteem for customers. It's flattering for a customer to know that a salesperson is listening intently to what's being said.

6.

Acknowledge their pain. Perhaps the best thing you can do is to acknowledge how the other person feels.

7.

In medicine, it's easy to understand the difference between treating the symptoms and curing the condition. A broken wrist, for example, really hurts! But painkillers will only take away the symptoms; you'll need a different treatment to help your bones heal properly. But what do you do when you have a problem at work? Do you jump straight in and treat the symptoms, or do you stop to consider whether there's actually a deeper problem that needs your attention? If you only fix the symptoms – what you see on the surface – the problem will almost certainly return, and need fixing over, and over again.

8.

As with writing, though, research skills are rarely taught very clearly — professors ... You will need time to get an overview of what material is out there, find out what's in ... By the time you get ready to write, though, you should have much better

9.

Having the right communication strategy is a great way to acquire and retain customers. ... Whether it is internal or external communication, you should be able to ... Effective communication with customers helps to learn the customer problem

10.

1. Explain the reason for the decision. Customers are generally happier with a difficult decision when they understand the reason behind it. ...

2. Provide some offsetting consideration for the customer's disappointment. It is far too easy to say “Those are the rules” or “That's just our policy” and leave it at that.

11.

Rather, it shows that you're focusing on the customer's emotional response. Instead of saying "I understand your issue and I am going to go

12.

Customer complaints are most companies' worst nightmares, but when they ... team to rectify the issue—you have to actually resolve the issue, not just ... that Adidas sent out after the Boston Marathon where it congratulated ... you're giving so much advice to us, I will never be so alive to thank you for all this!

13.

Fulfilling promises to yourself to do better or be better is just as important as following through on your promises to others. When you make a promise to yourself, you are taking the time to work towards improving your life. When we work on ourselves, it gives us the ability to better take care of others.

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