We'll now look at a few scenarios in efforts to answer this question. Scenario One The Loud One the lines are long at your bank and people are getting impatient. Who is close to the back of the line has begun to generate some discord and with support from those around him, he speaks louder, throwing remarks at your staff who are attending to customers at this normal piece. As the supervisor looking on, what would your first option in handling this situation be? I hope you chose E goal. Speak to him or engage him quietly. Hopefully you chose this as your first option. Often personalities like these talk loudly and aggressively to gain attention. When they engage them quietly or when we engage them quietly, they usually respond quietly. Too many of them can listen, and speaking to them quietly gives them the opportunity to do so. It should be a good option too, though ignoring them could prolong the behavior and incite aggression. Scenario Two The Threatening Customer as manager of your retail store, you hear loud talking on the floor, but ignore it for a while. Then someone comes to call you. A customer needs to speak to you. He or she is threatening to post a negative reaction with one of your staff on social media if you do not get your employee to give him or her a face to face apology. How do you handle this? I hope you chose B. Invite the customer and the staff accused into your office. That's an opportunity to get boat to calm down and to hear them both out quietly. It is also the opportunity to remove the distraction from the floor where it would have been causing distraction to your customers or your employees serving those customers. Scenario Three Difficult Meeting Member You are the chairman of a meeting. Your agenda is set and you also have a time limit for the meeting. At your meeting is someone you all know as Miss Nitpick. She picks the finest detail out of every issue. Her suggestions are always the best. In her view, she had missed the last meeting and so today her nitpicking is even worse. She's stopping the meeting, asking explanations on almost every point. You lose your call and ask her. Here are the options. Whichever answer you chose, it reflects your personality and how you would handle a difficult member in your meeting. But remember, whatever you do, you would be set in a precedent which others would expect you to follow. The next time something similar happens with either the same person or another team member. Let's look at another video dealing with the I read customer now take a few minutes to watch this video on YouTube. I do not own the rights to this video. It is on YouTube and I want to suggest that it can be very helpful and will provide you with helpful information to dealing with difficult customers. After you've watched the video, I have some questions for you. Now that you've watched the video, let's evaluate some of the behavior we saw to see what we can learn about how the customer service reps handled the situation. There were actually three scenarios built into this video. First, an angry woman who came in about her trees being cut, angry man who was unable to watch his premium channels. Or thirdly, a customer who paid to use a field for two days and only got to use it once. We also saw the pay advisor. Here's the question. Question One why do you think the customers behaved as the data? One of the following may not be a correct answer. Which answer did you choose and why? In my view, the answer would be C or should be C. I chose this answer because they do not necessarily have to be difficult customers. They could have been too busy to read the fine details of their contract or they were unaware of company policies. Question Two Of all the advice given by the narrator and the colleague advisor tick the ones which are most useful to you. Why would you say those you ticked were most helpful to you? As we move away from the customer experience scenarios, let me leave you with this acronym from the Florida Caribbean Cruise Association. The FCCA The Florida Caribbean Cruise Association developed a principle which all of its employees should use to handle any difficult situation with a customer. Since I came across this principle several years ago, I have adopted it and teach it also meaningless. Listen to the customer a meaning apologize. Not necessarily that your company or one of your colleagues did something wrong, but apologize that the customer feels that way or that this happened to them. Father, be prepared to find a solution for the problem. If you can't find a solution, then perhaps your supervisor or your manager could find a solution. T for Tank thank the customer for bringing this to your attention. They could have just gotten angry and walked away. Thank them for the patience or anything else you can think of. The acronym is easy to remember lest the last principle and every employee or every person who has a business should commit this to memory and use it when necessary. Conflicts in the workplace don't always come from outside from customers. A lot of it could be generated by our colleagues and by issues. Workmates may or may not see eye to eye on in the work environment. In your view, there are some things that can cause conflicts in your workplace. We work with different personalities and therefore occasionally disagreements colorize between our work environments between colleagues. Before we can begin to fix the situation, it would be difficult to understand what caused the disagreement in the first place. Then we would be in a better position to ask the right questions. What are some possible causes of disagreement in the work environment? Make your list based on your unique work environment. Here's my list lack of communication someone wanting things their way. Bullying adults to bully one another to an extent or rather some adults too. Pet jealousies or petty jealousies lack of trust personality clashes threats to status as in status on the job, religious differences racial discrimination political differences in discipline. Impatience with lack of opportunities on even work distribution. And there are even more I'm sure you can think of others which you may have experienced either at your present place of employment or previous attempting to get a Win Win Conclusion In any conflict situation often requires much communication and conflict management skills. This could be very time consuming and could take place over time as we try to get one or both employees to concede or both parties to concede ground, to compromise, to forgive and to be prepared to move forward. Communication and conflict management skills must be effectively used to settle all difficult interpersonal relations.
Discussion Board

Leave a Reply