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Your Attitude as Customer Service Representative
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Figure 1-9.—An angry customer and an angry PN will produce  a  bigger  problem
Figure  1-7.—Beware  of  your  attitude—the  customer  knows  what  you  are  feeling. State of Mind Regardless  of  the  nature  or  seriousness  of  the customer’s  problem,  certain  negative  factors  may serve to complicate it. The customer may exhibit the following behaviors: . Be angry, worried, or frustrated . Lack confidence in your abilities . Be unwilling to accept anything less than the desired  solution  to  a  problem However, if you can recognize these factors and make appropriate allowances for them, you may avoid further  complicating  the  customer’s  problem. The customer who is emotionally upset (angry, worried, or frustrated) may have difficulty in stating a problem  accurately  or  completely.  Significant information   may   be   omitted;   opinions   may   be confused with facts; or there may be a feeling that the information   you   are   requesting   is   too   personal. Usually, it will help if you can first determine the cause and target of the customer’s emotional upset. What caused the anger? To whom is it directed? You may be able to sort out this information by letting the customer “unload,”  as  depicted  in  figure  1-8.  Leading  questions should fill any blank spots. The old adage, “The customer is always right,” is not true in all situations. Personal abuse is not a “right” of the customer. But, the customer who is allowed to “blow  off  steam”  (within  reason)  may  then  become apologetic  and  ready  to  accept  your  help. When  you  are  faced  with  an  upset  customer, remember that your purpose is to serve that customer’s needs. Any other response on your part that may cause the   customer   to   become   more   irritated   is   not appropriate. Try to calm the customer and maintain your   self-composure. If  you  start  shouting  back Figure  1-8.—Dealing  with  an  angry  customer. 1-13

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