dancing lion closed for Christmas and New Year. As we approach 2014, time to take stock but also think about what we want to create…
Resolving a complaint quickly can be key to turning around a dissatisfied customer to a loyal advocate. Steve Shellabear of dancing lion joins a panel of experts at Call Centre Helper to comment on best practice. For more information find link below:
Some of the great people from the Holistic Competency Development & Profiling Masterclass on 24 & 25 October 2013 in Hong Kong. 14 participants attended this international event from Banks, Tobacco, Pharmacuticals, and Oil and Gas companies from as far afield as China, Vietnam, Indonesia and South Africa.Topics included: Constructing a competency framework, evaluation of existing frameworks, getting support and commitment internally and stakeholder management, recruitment using competencies, appraisal using competencies, performance management, training needs analysis, handling disciplinary issues and succession planning.
The course was facilitated by Steve Shellabear of dancing lion for Unistrategic.
Dealing with upset and angry customers can be difficult in any language or culture. When I first heard this I wondered if the customer had mental health problems – certainly anger management counselling would help them. Interestingly from a training perspective, when a CSR listens to a customer who is upset or angry it is so easy for the untrained agent to get drawn into reacting to the customers’ emotional pain rather than hearing their complaint or issue. Of course, when the CSR is trapped in their own negative reaction they can’t help them.
How do you think this technical agent managed the situation? If the customer is sharing their experience truthfully, what does it tell you about what the company could do to improve their service? Click here.