This resulted in the client accepting the outcome and apologizing for his behaviour. The primary difficulty I experienced was dealing with a customer who was both irate and verbally abusive. To overcome this quickly I analyzed and evaluated the situation, by assessing all the risks and then I communicated with the customer with integrity and respect, ensuring I remained calm and professional. 1.2 Describe when you have encouraged a person to view an issue more positively. At college, whilst studying I was a group leader for a team project with a deadline to meet.
Assignment 2: Joe Salatino, President of Great Northern American Case Study Strayer University Leadership and Organizational Behavior BUS 520 1. Discuss why Joe’s employees need to understand the importance of how people form perceptions and make attributions. Knowing how people form perceptions is critical to anyone in a sales role, especially those in a telemarketing environment like Great Northern American (GNA). Salesmen at GNA don’t get the benefit (positive or negative) of a visual first impression with a client. Their first impression comes in the form of a voice and a message.
Putting a call on hold will allow you leave your work space to perhaps collect documents, ask colleagues some questions or find another colleague to deal with the call. Another function of the telephone is transferring calls, if a customer calls and asks for a colleague then you can transfer the call using the extension number. This is a fast an effective strategy as it allows you to transfer the call straight away, with no interruptions. Furthermore, another function of the telephone is the ability to ignore a call. Ignoring a phone call isn’t professional but sometimes it may occur, a blocked number may call and then you have the choice to either ignore it or answer.
8) You disagree with the way your supervisor says to handle a problem. What would you do? 9) Who would you talk to if you discovered that a co-worker was disclosing confidential information that should not be divulged? 10) When would it be appropriate to bring in your supervisor while dealing with an angry customer? 11) How would you attempt to make changes in the process if you
Consider the consequences and imagine the worst possible scenarios. Reflect and see if you need seeking advice from your other colleagues. Their counseling might be helpful, before you eventually choose to go higher up and talk to your boss, but remember, it is your complaint and you need to choose the right person in order to be able to complain effectively. Second, select the appropriate time to complain. See whether your boss, or the supervisor, or the person of your choice is available.
Explain how an organisation monitors customer service against the standards set (16 marks) Monitoring customer service against the agreed standards is important to ensure the customers’ needs are being met and problems arising are being dealt with so they do not arise again. Many organisations monitor customer service via feedback. This feedback can take the form of after sales or service questionnaires or can be more informal such a phone call after a customer has bought a product or used a service to check they are happy and there is nothing the organisation can do to help further. Calling customers or speaking with them in person can be a useful method for collecting qualitative data on how and organisation is seen by their customers. Organisations collect a wealth of data on their customers during there day to day interactions.
I always make sure that I am alert and making eye contact. If the interviewer notices me slouching in my chair looking lazy and uninterested I am less likely to get the position because they will think that I am a lazy employee. Having confidence shows in my body language that I am interested in what they are saying to me and that I respect the company I am about to work for. Coping with disappointment I have learned that by having confidence it has helped me with the disappointment of getting that phone call for the position I applied for the lady who
Encourage your staff members to excel and reward them appropriately. Support one another in times of personal crisis. Concerning clients, develop an open, trusting relationship that can last through the ups and downs of business. Do not go along with giving mediocre service. If a client makes a demand that is unfair simply say no.
Please remember, “Respect is not imposed, but earned.” I once experienced this: while I was having my report about something he assigned me to discuss, what he did was chat with my colleagues. I was thinking, “Hey! How are you going to give me those grades if all you do is blab?” I consider his actions as a rude one, thinking he is our mentor. He wants us to do our report even if he is not around. How is he going to give us those grades we need to earn if he was unable to hear, and listen to what the reports of my colleagues were about?
2. Be Your Own Customer. One of the most obvious but underused ways to find out what your customers experience when they use your service is to be a customer yourself. You can do this by walking the customer journey one step at a time and seeing things through your customer's eyes. You can even act as one of a special group of customers - such as a person in a wheelchair, or someone whose first language is not English - and see how you're treated.