Providing Quality Customer Service
Providing Quality Customer Service |
Tips for Handling Difficult Situations
- See complaints as opportunities to correct problems.
- Don't take complaints personally.
- Be courteous and helpful.
- Concentrate on solving the problem.
- Make sure the student receives an explanation, apology, or both.
- Be patient and tactful.
- Thank the student for bringing the problem to your attention.
Four Methods for Defusing a Difficult Situation
SMILE: give the student a warm, sincere hello with a smile.
ANTICIPATE the student's complaint and head it off with a sincere, concerned comment. (Take the offensive with kindness.)
APOLOGIZE AND ASSUME RESPONSIBILITY: take the blame for the student's situation and empathize with them for their problem on behalf of the College.
ACTION: solve the problems promptly.
Six Keys to Handling Complaints
LISTEN carefully and with interest.
EMPATHIZE: put yourself in the student's place.
Use positive strokes that are:
- Genuine
- Specific
- Timely
- Sincere
ASK QUESTIONS and listen carefully to the answers.
REPEAT back to the student your understanding of the problem, then suggest one or more alternatives to answer his or her concern.
APOLOGIZE: without blaming
ASK for an action step: to help the student make a decision that resolves the problem.
Positive Strokes
Practice positive communication that is:
- Genuine (real)
- Specific (definite and precise)
- Timely (give immediate feedback)
- Sincere (without deceit or pretense)
Negative Strokes
Avoid negative communication that is perceived as:
- Zero (indifferent)
- Crooked (positive communication followed by a negative remark)
- Plastic (comments given as ritual)
- Hostile (aggressive, threatening communication style)
Quality Service
Provide quality service by:
- Feeling good about yourself.
- Practicing habits of courtesy
- Speaking (verbal and non-verbal commuincation)
- Listening (anticipating, reading between the lines, asking questions, getting involved, caring about your customer and their needs)
- Performing (proving quality work that is prompt and accurate)
- Learning (job growth through knowing more about the students, school and programs)
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