Business and Management

Customer Service Expert Explains How to Handle Tough Customer Service Situations

Visit http://world wide web.Hyken.com to understand more about Shep Hyken, customer support speaker and expert.

Professional keynote and customer support speaker and New You are able to Occasions bestselling author, Shep Hyken discusses how you can concentrate in tough customer support situations. Here is the content which this video relies.

It isn’t when we is ever going to obtain a customer complaint. It’s when we’ll have that complaint. And, many are worse than the others.

Lately I attended an incredible speech delivered by Dr. Jason Selk. It took it’s origin from his concept he calls The Relentless Solution Focus or RSF. This can be a concept he teaches professional athletes and performing business owners. Sturdy getting the best mindset to psychologically turn an issue around.

Because he shared his ideas, I could not help but think how effective this idea works in very tough customer support situations. This is actually the background commentary on Dr. Selk’s concept:

First, there’s something Dr. Selk calls the Expectancy Theory, that is that what you concentrate on expands. For instance, whenever a baseball player strikes out. If all of the athlete considers may be the strike-out as she or he walks to the field, that negative thought can begin to grow and take in the mind. That negative thought could jeopardize the following play. It applies running a business too. If your customer is upset or angry, you cannot allow the negative energy affect you. Don’t go personally. Don’t let their anger lead you to come unglued.

Next would be to recognize you need to participate in RSF. This occurs when you notice a negative emotion. You may well ask yourself the RSF question that is, “What may be the one factor I’m able to do – or do differently – which will make this case better?” That one factor may solve the problem, or simply enable you to get one inch further. The bottom line is that any positive movement toward resolving the issue or complaint, however small, is exactly what you’re after.

Are you able to observe how this is applicable to just about any customer support situations? Sometimes customers is going to be upset to the stage that you simply feel there’s nothing that you can do to ensure they are happy. From experience, there’s always something that you can do. The bottom line is to begin with something small. The RSF “One Thing” real question is perfect. There needs to be something that can be done. The worst situation, it might be requesting some time to work things out. This provides the parties involved the chance to awesome off and calm lower. Simultaneously it provides the individual attempting to solve the customer’s problem some time to generate an answer that may result in the customer happy.

This really is such an easy process, but don’t let its simplicity cause you to think it isn’t effective. Write lower the RSF question and publish it somewhere you can observe it. Next time you’re inside a tough situation, in which you feel frustrated, upset or perhaps angry, think about that question. All you’re searching for is anything positive, it doesn’t matter how small, to maneuver you toward an answer.

To listen to more customer support tips, pay attention to interviews, read his blog and find out about the Amazement Revolution visit http://world wide web.hyken.com. Shep is really a customer support expert and also the Chief Amazement Officer (CAO) of Shepard Presentations. Like a professional speaker and author, Shep helps companies build loyal relationships using their customers and employees.

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Customer Service Expert Explains How To Handle Tough Customer Service Situations
Customer Service Expert Explains How To Handle Tough Customer Service Situations
Customer Service Expert Explains How To Handle Tough Customer Service Situations
Customer Service Expert Explains How To Handle Tough Customer Service Situations

Customer Service Expert Explains How To Handle Tough Customer Service Situations

Customer Service Expert Explains How To Handle Tough Customer Service Situations

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