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Digg it UP - What Every Manager Should Know About How to Prevent Customer Service Conflicts
For many years I managed and handled sales and marketing for a computer training centre. As part of the training mix, we offered a two year vocational course to school leavers. These courses were reliant on huge capital expenditure in terms of Apple computers as well as the software that went with it. Then we wanted all the international accreditations and those cost a fortune. In the end the course itself had to be sold for a fair amount of money to cover this as well as make a profit for expansion purposes.During the enrollment process for a prospective student who was in the process of finishing his secondary school e
* Summarizing a conversation that is becoming too lengthy.
* Observing to see if the customer's body language matches the words spoken.
* Actively listening to what is being said by making eye contact.
* Reflecting on what you thought you heard.
* Indicating that you truly care about the customer and not his deed.
* Naming the misconduct to bring it out into the open.
* Going beyond the emotions to get to the facts.
Remember: When you maximize your potential; we all win. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify
Small businesses that do not want to deal with or do not have the resources to deal with payroll management and administration, seek professional payroll service providers. They are cost effective, more experienced, reliable, well trained and takes care of mundane chore such as paying employees, and filing taxes etc., saving valuable time that can be devoted to building and running the business successfully.It is a time consuming as well as exhaustive task to manage the payroll requirements of a business. Trained personnel are needed to be up to date, maintain employee work schedules, their leave calculation, be informed
A. Active Listening: Use this approach when you want to let the customer know that you’re truly paying attention. Do so by totally involving your eyes, ears, and body. Pay attention to his body language, move close, cup your hand over your ear, lean forward, etc. Be patient to let the customer fully explain himself. Avoid interrupting and asking questions in a rapid spitfire fashion. (Doing so might cause the customer to feel like a crime victim being interrogated by the Police.) If you do have to interrupt (sometimes this is necessary to take charge of a rambler), do so politely and professionally by asking permission first. Say, for example, "To better serve you, would you mind if I ask a question or two?"
B. Paraphrasing: Use this approach when you want to make sure you did not miss what was said. "So, if I understood you correctly, you said there were only 5 spaces." (This works extremely well with the next technique, but can be extremely effective if not overused.)
C. Summarizing: Use this approach when you want to break up lengthy complaints into smaller pieces that you can remember and understand. Rather than let the customer ramble on about what is wrong with the product or service he bought, take control by asking him to tell you about each portion/phase/section of the complaint before moving on the next.
D. You-Message: Use this approach when you want to reflect to your customer what you’re observing.
* Reflect the customer’s emotion. (Identify and name the emotion you are observing.) Say directly to the customer with a smile and pleasant tone of voice, "Mr./Ms Customer, you seem rather angry, mad, provoked, etc. about your situation." (This puts the customer at ease. It defuses his/her emotions from escalating into angry shouting matches or something worse. Be patient and wait for his response that might be an angry agreement with you: an A-HA Moment! You’ve connected!)
E. I-Message: As a last resort, use this approach to communicate with the customer when:
* your communication and that of the customer might become hostile;
* the communication might become a shouting match; or
* the words might turn to physical confrontation.
Now put you I-Message into action by following these sequences of steps:
1. Get his attention. (Address the customer in a positive, polite, and professional manner.)
2. Identify your emotion. (Identify and name the emotion you are feeling.) "I feel happy/am excited to serve you, etc. when you approach me . . ."
3. Name his misconduct. (Identify the behavior that is offensive.) "... however when you call me names, throw things at me, spit at me, etc."
4. State the consequence(s). (Identify the consequence that you wish him/her to change. And stop! Be extremely cautious not to ramble because by doing so you run the risk of throwing a spark on the cinders.) "... it makes me feel disrespected, etc."
Put it together and it should sound like this: "Mr./Ms, I feel happy/am excited to serve you, etc. when you approach me; however when you call me names, throw things at me, spit at me, etc., it makes me feel disrespected and incapable to serve you, etc." (Stop! Wait for a response!)
Research has shown that the response is 95-98% non-confrontational or non-aggressive. Remember: This approach lets the customer know that, although you disapprove of his (or her) conduct, you still care to help and serve him.
Now put the five techniques together by SOARING to the top of the Mountain by:
* Summarizing a conversation that is becoming too lengthy.
* Observing to see if the customer's body language matches the words spoken.
* Actively listening to what is being said by making eye contact.
* Reflecting on what you thought you heard.
* Indicating that you truly care about the customer and not his deed.
* Naming the misconduct to bring it out into the open.
* Going beyond the emotions to get to the facts.
Remember: When you maximize your potential; we all win. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify u
The ProblemAt one of the accounting forums I visit, quickbooksgroup.com, somebody wrote to explain a problem she was having in her QuickBooks file. After some posts back and forth with her, I saw that it boiled down to some changes her accountant made to the file - procedural changes which seemed unnecessary to me, and which happened without the file owner's permission or understanding. I told her:"Send the file back [to your accountant] and explain that her changes don't work for your way of doing things. Tell her to put things back the way you had them. Also tell her not to change your procedures witho
B. Paraphrasing: Use this approach when you want to make sure you did not miss what was said. "So, if I understood you correctly, you said there were only 5 spaces." (This works extremely well with the next technique, but can be extremely effective if not overused.)
C. Summarizing: Use this approach when you want to break up lengthy complaints into smaller pieces that you can remember and understand. Rather than let the customer ramble on about what is wrong with the product or service he bought, take control by asking him to tell you about each portion/phase/section of the complaint before moving on the next.
D. You-Message: Use this approach when you want to reflect to your customer what you’re observing.
* Reflect the customer’s emotion. (Identify and name the emotion you are observing.) Say directly to the customer with a smile and pleasant tone of voice, "Mr./Ms Customer, you seem rather angry, mad, provoked, etc. about your situation." (This puts the customer at ease. It defuses his/her emotions from escalating into angry shouting matches or something worse. Be patient and wait for his response that might be an angry agreement with you: an A-HA Moment! You’ve connected!)
E. I-Message: As a last resort, use this approach to communicate with the customer when:
* your communication and that of the customer might become hostile;
* the communication might become a shouting match; or
* the words might turn to physical confrontation.
Now put you I-Message into action by following these sequences of steps:
1. Get his attention. (Address the customer in a positive, polite, and professional manner.)
2. Identify your emotion. (Identify and name the emotion you are feeling.) "I feel happy/am excited to serve you, etc. when you approach me . . ."
3. Name his misconduct. (Identify the behavior that is offensive.) "... however when you call me names, throw things at me, spit at me, etc."
4. State the consequence(s). (Identify the consequence that you wish him/her to change. And stop! Be extremely cautious not to ramble because by doing so you run the risk of throwing a spark on the cinders.) "... it makes me feel disrespected, etc."
Put it together and it should sound like this: "Mr./Ms, I feel happy/am excited to serve you, etc. when you approach me; however when you call me names, throw things at me, spit at me, etc., it makes me feel disrespected and incapable to serve you, etc." (Stop! Wait for a response!)
Research has shown that the response is 95-98% non-confrontational or non-aggressive. Remember: This approach lets the customer know that, although you disapprove of his (or her) conduct, you still care to help and serve him.
Now put the five techniques together by SOARING to the top of the Mountain by:
* Summarizing a conversation that is becoming too lengthy.
* Observing to see if the customer's body language matches the words spoken.
* Actively listening to what is being said by making eye contact.
* Reflecting on what you thought you heard.
* Indicating that you truly care about the customer and not his deed.
* Naming the misconduct to bring it out into the open.
* Going beyond the emotions to get to the facts.
Remember: When you maximize your potential; we all win. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify
There are many different types of contractors. Each type has specific guidelines that they must follow.In the construction industry, the guidelines can be very strict. In today busy world, those who are in the market for a contractor do not want to take any chances of hiring someone that is not properly trained. They prefer to hire someone who has a degree in one of five different fields. These fields are building construction, construction science, construction management, architecture or engineering.Many construction estimators who work in the contractor-estimating field have extensive experience in construction
E. I-Message: As a last resort, use this approach to communicate with the customer when:
* your communication and that of the customer might become hostile;
* the communication might become a shouting match; or
* the words might turn to physical confrontation.
Now put you I-Message into action by following these sequences of steps:
1. Get his attention. (Address the customer in a positive, polite, and professional manner.)
2. Identify your emotion. (Identify and name the emotion you are feeling.) "I feel happy/am excited to serve you, etc. when you approach me . . ."
3. Name his misconduct. (Identify the behavior that is offensive.) "... however when you call me names, throw things at me, spit at me, etc."
4. State the consequence(s). (Identify the consequence that you wish him/her to change. And stop! Be extremely cautious not to ramble because by doing so you run the risk of throwing a spark on the cinders.) "... it makes me feel disrespected, etc."
Put it together and it should sound like this: "Mr./Ms, I feel happy/am excited to serve you, etc. when you approach me; however when you call me names, throw things at me, spit at me, etc., it makes me feel disrespected and incapable to serve you, etc." (Stop! Wait for a response!)
Research has shown that the response is 95-98% non-confrontational or non-aggressive. Remember: This approach lets the customer know that, although you disapprove of his (or her) conduct, you still care to help and serve him.
Now put the five techniques together by SOARING to the top of the Mountain by:
* Summarizing a conversation that is becoming too lengthy.
* Observing to see if the customer's body language matches the words spoken.
* Actively listening to what is being said by making eye contact.
* Reflecting on what you thought you heard.
* Indicating that you truly care about the customer and not his deed.
* Naming the misconduct to bring it out into the open.
* Going beyond the emotions to get to the facts.
Remember: When you maximize your potential; we all win. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify
Are you frustrated with your office space? Do you hunt for a pen every time you put one down? Is the search for documents a half-day event? Is your paper filed chronologically - working your way down the pile to 'one week ago' and unable to pull out 'four months ago' for fear of a paper flood catastrophe?Every office deals with an excess of paper and whether large or small, your business is suffering when you aren't operating in an organized space.So, how do you clear the clutter and gain control?SPACE IS ESSENTIALThe biggest problem with staying organized in an office is that people set up a system
4. State the consequence(s). (Identify the consequence that you wish him/her to change. And stop! Be extremely cautious not to ramble because by doing so you run the risk of throwing a spark on the cinders.) "... it makes me feel disrespected, etc."
Put it together and it should sound like this: "Mr./Ms, I feel happy/am excited to serve you, etc. when you approach me; however when you call me names, throw things at me, spit at me, etc., it makes me feel disrespected and incapable to serve you, etc." (Stop! Wait for a response!)
Research has shown that the response is 95-98% non-confrontational or non-aggressive. Remember: This approach lets the customer know that, although you disapprove of his (or her) conduct, you still care to help and serve him.
Now put the five techniques together by SOARING to the top of the Mountain by:
* Summarizing a conversation that is becoming too lengthy.
* Observing to see if the customer's body language matches the words spoken.
* Actively listening to what is being said by making eye contact.
* Reflecting on what you thought you heard.
* Indicating that you truly care about the customer and not his deed.
* Naming the misconduct to bring it out into the open.
* Going beyond the emotions to get to the facts.
Remember: When you maximize your potential; we all win. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify
Are you thinking of selling goods and/or services on the web? If so, you will probably considering getting a merchant account processing service to accept credit cards on your site.What is a merchant account processing?A merchant account processing service allows sellers to accept credit cards, debit cards or any other forms of payment cards as payment for products and services. This is a bank accounts used to process card transactions.What types of card credit processing solution are available?All most you can find a solution for any type of business you are in. Online credit card proc
* Summarizing a conversation that is becoming too lengthy.
* Observing to see if the customer's body language matches the words spoken.
* Actively listening to what is being said by making eye contact.
* Reflecting on what you thought you heard.
* Indicating that you truly care about the customer and not his deed.
* Naming the misconduct to bring it out into the open.
* Going beyond the emotions to get to the facts.
Remember: When you maximize your potential; we all win. When you don't, we all lose.
© Etienne A. Gibbs, MSW
PERMISSION TO REPUBLISH: This article may be republished in ezines, newsletters, and on web sites provided attribution is provided to the author, and it appears with the included copyright, resource box and live web site link. Although advance permission is not required, please notify us at execandgroup-consulting@yahoo.com when you use this article.
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