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 Grade School Field Trip to Slaughterhouse? |
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 How many banks are actually owned by the FDIC? |
Do these banks stay governmentally controlled or after a few years are they sold off?
Additional Details
Again another idiot... Money Market accounts upto 100k are usually insured.. did ... |
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| I am IRATE. Please help me find the email address for customer service. Their website http://www.charter.com just sends you in circles when you click the link to email them, ALMOST as though they ... |
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You know I'm always confused and mixed up
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Ann | How do you communicate to an employee that they're rude to customers, or coach them to be kinder? |
I am a corporate skills-coach for customer service, so I don't have the authority to "fire" people; and recommending letting people go is not something the supervisors over different offices will be readily open to. I mainly just want to do my job and help to correct the problem. Any ideas on how to confront this rep directly about sounding harsh/rude to customers, in a way that's effective vs. damaging?
Additional Details
Everyone is getting coached, and everyone gets reviews. On first review I threw in a couple of neutral/nice things then said "The only thing of significance here was a note-to-self to remind reps about keeping things in perspective when asking for ID's and phone numbers - comes off harsh sometimes." |
 |
 
SonoranAngel
|
The best way is to start with something positive about the person. For example say"Your drive and ambition is to be admired, however, sometimes you come on a little strong and harsh at times. Being you are a valued asset to this company I thought I would bring the subject up and hope we can work together on softening the atmosphere a little bit." Say it nicely and gently and with a smile. If it continues to be a problem you may have to be a little firmer. Good luck!!! |
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Gem
 |
Is this a "face to face" situation or over the phone?
The only way to confront them is to be blunt. Take them aside (praise in public-criticize in private) and tell them that you (the company) have had a few customers complain about the harsh/rude behavior.
Tell the employee that you don't think they were intentionally being rude, but that that is the way the customers are taking him.
Recommend smiling more (you can "hear" a smile), taking deep breaths if they start to feel angry/emotional and to remember that in this economy, we all have to strive harder to give our customers a great experience.
Good luck. The chronically rude are either raised badly or clueless. |
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JenS
|
One tip would be to approach them and let them think that everyone will be coached on their customer service. People respond better to 'negative' feedback when they don't feel they are being singled out. |
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neiceywalker
|
Have a meeting with all the reps, bring up points about rudeness, customer care and anything else you think is relevant.
This way the individual is not being picked on, everyone is aware of how they are expected to conduct themselves, and if that person persists in acting rude and unhelpful then it'll have to be made formal, as it shows the company in a bad light, and by word of mouth you could be losing customers through their behavior. |
|
M G
 |
In a cordial tone, explain the new
way of handling customers.
"John for example, it's important
to use a friendlier tone."
It's not always easy to handle a
customer problem, but it's a part
of during business. This is the
time to show patience, understanding.
It's extremely important to listen.
"What if they get irate?" You
asked.
Let a customer vent.
Face it, in this economic
down-turn, he or she can
take their business
elsewhere.
Don't allow yourself to get
into a word battle. You're
there to resolve the
customer's problem, and
have he/she spread nice
comments about you,
your business.
It's called free advertising.
Let customers say
what they have to.
Don't give excuses.
Apologize. Be professional.
Start working on the problem,
immediately.
Explain what the customer
can expect. If necessary,
pull in someone else to help |
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Mo Fayed
|
Ask him if it is maybe a cultural thing where he comes from. Check if he is on some sort of early release program too. You probably won't be able to check the records yourself, but you can see if he will tell you. |
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