What do you do when a customer is not satisfied with the service you’ve provided? Do you agree with them? Do you ‘fight’ back and justify yourself?
Watch the video to discover the light-footed approach you should take so you’re both dancing to the same tune together.
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Below is an Autogenerated Transcript
Some of the employees feel that they are slaves especially when it comes to providing high standards of service to the customers. How should we deal with such situations?
(May I take your microphone? Come up with me. He’s the customer, I’m the service provider. Now what I want you to do is, pretend you’re going to throw a punch…don’t hit me. I’m very sure. You take this hand.. yeah and you go like this. You go… your staff is rude okay. Go ahead, your staff is very rude, so are you. It’s a face-off. We’re gonna have a fight. Try again!)
Actor 1: Your staff are so rude!
Actor 2: Which staff? We train our staff very well. I don’t think our staff are rude. You show me which one.
(He’s gonna hit me again. Okay, one more time)
Actor 1: Your staff are so rude!
Actor 2: Sir, you deserve courtesy and respect. Every time you come here to this organization, allow me to have the privilege of serving you personally.
Did I agree with him that our staff are rude? No! What did I agree? That he deserves courtesy and respect. But you notice, he didn’t say, I deserve courtesy and respect. He said, “your staff is rude”. What I made, what I agreed with him about is, what he values.
(Let’s do another one, which is true okay? I want you to do it again, but this time it’s “you people are so slow”. I can do better than that. Do you want to have it? “Sure go ahead. It’s about speed.)
Actor 1: “Your staff are so slow, it’s making me angry. Do you know that we process every transaction absolutely according to the documented standards? Up your service”
(Except he didn’t really mean service right there. Did he? I disagree. Okay, let’s try it again.)
Actor 1: “Your system is so slow, it makes me angry you know ?”
Actor 2: “Sir, I understand why you would say that, because speed counts in today’s world. Your time is very valuable. Let me do this for you as quickly as possible.”
You know I can’t answer back at that. That kind of solves the problem. We’re not fighting, are we? No, we’re on the same side because he mentioned the fact that I actually agree. It solves my problem, and it gives me confidence that he is the right man, who I can trust to solve my predicament and absorb my anger.
