Posts Tagged ‘emotion’
The Battle Between Customer and Customer Service- How to Increase Your Chances for Resolution!
Have you ever been in a situation where you bought a product, and when you went to use it, it did not work? Or it was missing a part? Then when you tried to complain you found yourself on hold, or talking to a customer service representative who does not have the authority to resolve the issue? Or worse you never received a response at all? Customers are left feeling angry and helpless in these situations. So what can a customer do to get their complaint acknowledged and resolved?
Before you call or email the company, you must first remember to remain calm. You, as the client, are less likely to resolve your complaint if you begin yelling at the customer service representative or using all caps in an email. Regina Lewis from USA Today suggests, “Be business-like and think of yourself in the third person, almost like you are handling a matter on behalf of someone else.” By remaining business-like, you take the emotion out of the problem and address the issue at hand.
Another step suggested by Tom Barlow a contributor for Forbes is to “think through what outcome will make you happy: a refund? A replacement? An apology? An upgrade? And get your facts straight: Know your rights by reviewing warranties and the policies of the company in question”. Before filing a complaint, it is important to recognize what you can realistically achieve so that you can resolve it successfully. If you have unrealistic expectations then you are most likely not going to reach the results you want.
Once you call, what should you do if the customer service representative does not have the authority to provide a resolution? Tom Barlow advises, “ If you aren’t getting anywhere with the phone rep, escalate: Ask to talk to a supervisor, and keep on reaching up the chain until you’re put in touch with someone with the power to grant your request.” It is essential to speak with someone who has the decision- making authority to resolve the issue. Businesses do not want to risk losing you as a customer. One dissatisfied customer could share their negative experience with others, which could be harmful to the company. For this reason, resolution is best for all parties involved.
If you have escalated your issue to someone with authority and still are not receiving results, there are other options available to you. The Internet has become a great place to voice dissatisfaction, and if done properly, you can see results. Kimberly Palmer, a senior editor for U.S. News Money, explains “the general public can be a receptive audience, especially when you are complaining about a common cause.” To complain properly using online forums you must post something that will elicit a response from the company, this does not mean slandering the company. If you are posting negative comments, you are less likely to see your goals met. It could also backfire and make YOU appear immature or irrational.
There are additional outlets available for you and other customers filing complaints other than the Internet. One organization that was previously featured on The Texas Conflict Coach is the Council of Better Business Bureau. The BBB is a company that focuses on building an improved connection between companies and purchasers. Kimberly Palmer suggests the Consumer Financial Protection Bureau, which “makes complaints public in a database, so customers can easily search to see if other people have faced similar problems and how those problems were resolved”. These organizations act as supporters for the client who is not being heard and can assist in getting an issue fixed.
Finally, remember to say “thank you”, to anyone who assists you in getting your problem solved. As pointed out by Regina Lewis, a simple “thank you” is often overlooked, but could have an impact on getting your complaint resolved quickly.
Abigail Clark
Graduate Student, University of Baltimore –
Negotiation and Conflict Management Program
Conflict and Miscommunication Across Cultures – Practical Skills for Creating Better Understanding and Better Relationships
Nina has worked with many cultures in her decades of mediation work. She will share concepts such as the different ways of looking at fairness, how cultures respond to conflict and why they have dissimilar desires as to their goals and outcomes, how people express the same emotion in a variety of ways, and why it is a common mistake to “pretend to be in someone else’s shoes”. This very practical 30 minutes will help you understand some of the diversity across cultures that can create problems and explore positive steps in working through the conflict.
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Emotional Intelligence Skills for Today’s Workplace-Part 1
The topic of emotional intelligence in the workplace is a evolving area of professional interest for leaders and employees alike. How do we engage the vital skills of communicating through crisis, empathy, perspective taking and self awareness just to mention a few? In 2011, the workplace continues to hold higher and higher expectations for us all. The necessity to manage countless stressors while also producing, leading, collaborating and resolve conflicts have become the competencies of that rank up there with knowing how to turn on your computer. The many facets of emotional intelligence can take us on a journey of meaningful relationships, job satisfaction, exciting creativity and improve our organizational output. Join us as we explore the tools and techniques that can boost your EQ and cultivate your workplace experiences.
Join us as we talk with Sheri Callahan, the owner of Horizon Consulting Group, based in Columbia SC. Sheri has over 16 years in HR consulting, training, and keynote speaking specializing in employee development and group dynamics. Her education is Bachelor’s in Speech Communication and a Master’s in Human Behavior and Conflict Management. Sheri is also a certified workplace mediator, facilitator of various 360 assessments and past president of the SC State Chapter of the Association for Conflict Resolution. Lastly, Sheri services clients across industry lines in the US and abroad.
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