Quantcast Figure 1-9.—An angry customer and an angry PN will produce  a  bigger  problem

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Page Title: Figure 1-9.—An angry customer and an angry PN will produce a bigger problem
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Pifalls to Avoid in Customer Service
Figure 1-9.—An angry customer and an angry PN will produce  a  bigger  problem. because the customer has upset you, as shown in figure 1-9, you will not be able to provide the service that the customer  needs.  If  you  feel  that  the  customer  has crossed the boundaries and is being verbally abusive to you, excuse yourself and bring the problem to the attention of your supervisor. Your supervisor has more experience  in  dealing  with  angry  or  irritated  customers and will take whatever action is necessary to resolve the  customer’s  problem. A calm, confident manner, as shown by the PN in figure 1-10, is the best approach. When you do not respond  with  anger  or  rudeness  to  a  customer’s emotional  outburst,  you  have  taken  the  first  step toward solving the customer’s problem, whatever its nature. The Specific Problem Frequently, a customer’s problem will be stated in terms of the result desired. It is then up to you to identify the nature or cause of the problem and provide a satisfactory solution. It is obvious that you do not have to know all the answers. However, you must be familiar with all areas of the PN rating in order to identify  specific  problems  and  know  where  to  find specific  answers.  You  should  always  display  genuine concern and professional competence as you analyze the  customer’s  problem. Complicated  Problems Most of the customers will have rather routine, easily  identifiable  problems.  These  problems  will  not present  any  great  difficulty.  However,  there  are exceptions. To resolve a complicated problem, both the customer and you, the PN, must have a mutual desire to achieve results and take whatever appropriate action is necessary to solve the problem. The problems you encounter that are beyond your control because of your  lack  of  experience  must  be  brought  to  the attention of a more knowledgeable individual, such as your  supervisor. Figure 1-10.—The results of a calm, confident attitude. 1-14

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