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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.
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