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Digg it UP - Handling Challenging Situations with a Customer-Focused Mindset
A large number of individuals dream of owning their own business. A number of those individuals are able to make that dream come true. If you are one of those individuals, there may come a point in time when you have too much business. Too much business often means a large amount of money. Instead of complaining about too much business, there are many business owners who take action. This action often involves outside assistance, such as an answering service.An answering service is designed to provide your customers with a real voice instead of an automated answering machine, when you are unavailable to answer their calls. Answering services operate all around the world. Their goals are the same
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I s
Over the last few days we’ve learned that you can’t just go out and work hard to get rich. You need to work smart too. You do this by putting effort into projects that will earn you passive-leveraged income.The downside is that this kind of money is tricky to make because you’ll put in a lot of work up front before you ever make a dime. Hopefully, you’ve been thinking “What can I do today to start building passive income so I can get rich?”As I alluded to, there are a lot of good opportunities out there. I’m going to list a few to hopefully get your mind thinking:Internet Businesses – This is single best place where you can start building a passive income stream. You can start looking online right no
• A customer who is upset about the quality or delivery of our product/service.
• A product return or a cancellation of services.
• Incorrect information given to the customer.
• A customer who is negative toward your company due to past experiences.
• Confrontational issues and conflict.
• Angry customers.
• Explaining a company policy or procedure.
• Fielding a request to escalate a call to management.
The ultimate goal in these challenging situations is to provide a win-win solution. We want our customer to leave the interaction feeling listened to, well taken care of, and valued. A customer-focused mindset will have a tremendous impact on accomplishing these goals. Along with customer focus, an invaluable tool for dealing with challenging situations is the Five-Step Process.
The Five-Step Process
Have you ever been an upset customer, calling your product or service provider with a serious problem? If you receive a satisfactory resolution AND you feel listened to, well taken care of, and valued during your interaction, aren’t you likely to consider doing business with this company again? The Five-Step Process will help us to provide our customers with this positive experience. Aside from reaching a win-win solution, the goal of the Five-Step Process is to leave our customers feeling listened to, well taken care of, and valued. Let’s examine the specific steps of the Five-Step Process.
Step 1 – Strategize
How do you develop a strategy?
• Develop your goal for the interaction. What do you want as the end result? (i.e., save the customer, resolve an issue, etc…)
• Identify your parameters: what can you do or provide the customer independently or with your supervisor’s approval? What CAN’T you do because of policy or business reasons?
• Prepare by identifying common problems and win-win solutions.
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I se
If you are on the lookout for laser cutting companies, the Internet is a good place to start. There are various business establishments that you can choose from offering various kinds of services.There are companies that offer reliable service when it comes to laser cutting. Also, they provide superior quality alternatives to in-house resources and give a high level of practical knowledge and experience along with confidentiality.These laser cutting companies have expertise and equipment that is valuable both for medical devices and high-tech clients. They have an impressive list of both traditional and novel laser cutting materials.They are experts on laser cutting of acrylic, textiles, fabric, plastic,
• Fielding a request to escalate a call to management.
The ultimate goal in these challenging situations is to provide a win-win solution. We want our customer to leave the interaction feeling listened to, well taken care of, and valued. A customer-focused mindset will have a tremendous impact on accomplishing these goals. Along with customer focus, an invaluable tool for dealing with challenging situations is the Five-Step Process.
The Five-Step Process
Have you ever been an upset customer, calling your product or service provider with a serious problem? If you receive a satisfactory resolution AND you feel listened to, well taken care of, and valued during your interaction, aren’t you likely to consider doing business with this company again? The Five-Step Process will help us to provide our customers with this positive experience. Aside from reaching a win-win solution, the goal of the Five-Step Process is to leave our customers feeling listened to, well taken care of, and valued. Let’s examine the specific steps of the Five-Step Process.
Step 1 – Strategize
How do you develop a strategy?
• Develop your goal for the interaction. What do you want as the end result? (i.e., save the customer, resolve an issue, etc…)
• Identify your parameters: what can you do or provide the customer independently or with your supervisor’s approval? What CAN’T you do because of policy or business reasons?
• Prepare by identifying common problems and win-win solutions.
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I s
When I became a coach six years ago, I had a dream that took me a while to admit to—even to myself. What I really wanted to do was to combine the two great passions of my life—coaching and working with horses—but I had no idea what that might look like. As I bravely shared my fledgling dream with others, people began to point me to other people who had the same dream. I started exploring and discovered that the field of Equine Guided Education is a lively and growing one, where there’s plenty of space for the coaching process to be incorporated.You might be surprised to learn that coaching with horses provides a depth and immediacy that brings new information, even about business development. Synchronicity happens in t
Step 1 – Strategize
How do you develop a strategy?
• Develop your goal for the interaction. What do you want as the end result? (i.e., save the customer, resolve an issue, etc…)
• Identify your parameters: what can you do or provide the customer independently or with your supervisor’s approval? What CAN’T you do because of policy or business reasons?
• Prepare by identifying common problems and win-win solutions.
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I s
Many business owners opt to incorporate their business to protect themselves and the business from unanticipated losses and liabilities. Both small as well as large businesses can be incorporated. It is possible to incorporate businesses in any state in the United States, regardless of where the business is operated. Many business owners choose to incorporate their businesses in Delaware or Nevada, as they are very corporate-friendly. Nevada has highly favorable corporate laws. Many new business owners and small business owners lack adequate knowledge about the corporate laws prevailing in Nevada. The most frequently asked questions about Nevada corporations, include what are the different types of corporation entities, the
Step 1 – Strategize
How do you develop a strategy?
• Develop your goal for the interaction. What do you want as the end result? (i.e., save the customer, resolve an issue, etc…)
• Identify your parameters: what can you do or provide the customer independently or with your supervisor’s approval? What CAN’T you do because of policy or business reasons?
• Prepare by identifying common problems and win-win solutions.
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I s
Make-You-Happy Action Teams (MAT) plays a critical role in managing employee retention. This is Z-Theory management. To briefly sate, Z-Theory management means everyone that is effected by a decision for the company gets a “say” or a “vote” in the decision (tons more on Z-Theory Management in another article).This means employees are directly involved in decision making that affects them. When they make decisions that directly affect them, they stay around longer! Pretty simple.You’re going to want to form a MAT in a number of instances:* Whenever you’re working on one of those big issues that will get a better answer when you get the group of stakeholders involved.* When you have an issue that i
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can see how you might feel that way” so that customers feel that they have been heard and that we respect them. It clears the way for us to move forward by helping diffuse the emotion and placing us on the side of the customer.
Step 3 – Clarify
Sometimes we mistakenly proceed to resolve a problem based on what we THINK the customer was saying. This third step of the process allows us to clarify and draw out information to make sure that we understand the customer’s true concern. Examples of clarifying might include:
• “What I hear you saying is……is that right?”
• “Can you tell me more about…..?”
• “How may I help you….?”
• “What were you hoping would happen…?”
Clarifying leads us to the appropriate solution in a more efficient manner.
Step 4 – Present Resolution
The fourth step is to present a resolution. Presenting a resolution is not a challenge if we’ve done the first three steps properly. As we present the resolution, we want to state specifically what we are going to do for the customer. We may also offer alternatives. Note: As we discussed in Step 1: Strategize, it is critical to understand your parameters – what you CAN do for the customer and what you CAN’T do.
Step 5 – Checkback
The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
Examples of checkbacks include:
• “How does that sound?”
• “What do you think about x?”
• “Are you with me?”
• “Does that make sense?”
• “Will that meet your needs?”
• “Would that be satisfactory?”
Applying the Five-Step Process
The following example illustrates a customer-focused approach, using the Five-Step Process.
Step 1: Strategize: Our strategy is to retain the customer whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs. We don’t want to simpl
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