Today I Learn… I make a point of learning something new everyday. This is what I learn each day

1, May 4, 2012

Customer Service, Conflict Resolution, Part III

Filed under: Emotional Intelligence — admin @ 12:19 am

This is the third and final part of the training. Here are some quotes from the training.

(1) I don’t care how much you know until I know how much you care.
(2) “The customer you lost holds the information you need to succeed,” The Loyalty Effect by Frederick Reichheld.
(3) Service recovery is treating the customer well when something goes wrong.

Openly expressed disappointment can be a gift to an organization because research shows that the trust of a person is strengthened if the problem is handled properly.

Conflict resolution steps:
Take the HEAT
H
ear them out –If somebody yells at you, you tend to get defensive. If you interrupt someone, he tends to get louder and madder.
Empathize –put yourself in customer’s situation
Apologize — say I am sorry when you should
Take responsibility for action.

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