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Need to know how to handle a customer service issue? Find out how to be respectful to all customers, the best way to resolve problems and more.
Good customer service begins with respect. DCCCD’s mission is “to equip students for successful living and responsible citizenship in a rapidly changing local, national and world community.” Whatever position you hold in DCCCD, you play an important role in fulfilling that mission. View every interaction with customers as a teaching/learning opportunity that will help equip them for successful living and responsible citizenship after they leave DCCCD. And remember, as a “teacher,” you must first give respect in order to get respect.
Some customers are easier to assist than others. Some may have made poor choices in the past that have contributed to their current problems. Others may have unrealistic expectations. Regardless of whether we agree with their choices or their point of view, we must treat customers with dignity and hear what they have to say.
Think of yourself as an advocate – by helping customers achieve their educational goals, you are making a positive difference in the world.
2. Empathize. Nod, show compassion and make eye contact.3. Acknowledge the customer’s feelings. E.g., “I am so sorry ____ happened. You must feel very frustrated.” (Note that this is different from accepting blame for a situation.) When appropriate, apologize (for the inconvenience, error, misunderstanding, etc.).
5. Notify. Is this something that can be avoided and/or averted in the future? Is there a process that needs to be improved? If yes, notify your supervisor and ask him/her to bring this situation to the attention of the process owner.
When customers are angry or upset, they’ve had expectations that were not met, and consequently they may feel:
Perhaps they were already angry about something else or are under severe stress. They might be very competitive and want to prove you wrong. Regardless of the underlying feeling or reason, say to yourself: This person is not angry at me; he/she is angry at the situation. I am a professional and this is my opportunity to turn an angry customer into a successful, satisfied customer.