Handling Difficult Customers Essay Example for Free

Handling Difficult Customers Essay Listed are some of the easons why customers become difficult when communicating technical problems. 1. Wanting a live operator but ending up in an automated telephone loop. Excessive waiting times to be connected to an operator. 2. Representatives rushing callers or even faking a disconnection. 3. Incompetent Representatives, incapable of processing requests effectively. 4. Representative not actively listening to the complaint. 5. Departments not communicating with one another. 6. Condescending Representative using technical Jargon they dont understand. 7. Representatives who sounds bored and disinterested. 8. I will address the complaints: 1) Wanting a live operator but ending up in an automated telephone loop, 2) Incompetent Representatives, incapable of processing requests. 3) Representative not actively listening to the complaint. The support specialist should follow the customer problem resolution and recovery procedures to address the significance of each of concept and overcome challenges that may arise Consumer emotions The first thing that a customer hears is a message saying, miour call is valuable to us. Please hold the line for the next available Representative. Then. they wait, and ait and wait. Finally after what seems like hours to them, they are connected with you. They are already angry with their situation and are faulting the company, now they are really angry about the wait time to get to speak with a live person. They feel that if they were really a valued customer, the wait time would be minimal. Resist the temptation to label the customer as a problem and cut out the negative thoughts. Start the recovery process with an apology after you let them vent. Smile and speak with sincerity, and dont fall into the trap that youre angry or difficult customer is aiting you with. If you feed into the anger, you will only escalate the problem. Your words, tone, and attitude are should be empathetic. This will deflects and diffuses an angry customer. You want to make sure the customer know you are listening and taking their situation seriously. Now the customer is upset that the Representative couldnt or didnt answer their questions and wasted their time. Their expected all the rep to know the particulars about their product without having to put them on hold or transfer the call to someone else. If you do need to work with other departments, please inform the ustomer that you will personally take the matter into your own hands and will need to investigate on the issues. Reassure the customer that you are coordinating the best possible resolution, and if you need to get the assistance achieve it. A great rep always sounds friendly. Customer doesnt like someone who sounds bored and disinterested at their problem. They want to feel that you are about their issue and are interested in resolving their issue. When you answer a customers call, please smile. Keep a positive attitude and be upbeat, they will be able to hear it in our voice. Ownership When upset or angry about a situation, a two minute wait time can feel like nothing at all, or can feel like forever. A company must learn how to influence the customer feelings about the waiting time. Representative must approach these customers with the mind set of the customer has a right to be angry, even before you know the details. Let them vent their feelings, without passing Judgment, and only interject when they start to becomes directly abusive towards you. If the customer senses that they are communicating with someone who is ncapable, it will create another reason to be frustrated or angry. If you dont have the power to solve the issue or answer the question, tell the customer that you own the problem. Let them know that you will apply your personal effort to find a solution, Sounding bored or disinterest is absolutely preventable! Have your environment arranged in a way so that the telephone conversations are customer oriented, convenient, and efficient. Reduce distractions by tuning out office noise, have paper and pencil handy to take notes when necessary. Be prepared to answer the elephone by having it within easy reach, no more than an arms length away. Customer callers do not hear the first two words of the conversation so when answering the phone use buffer words. You can say something like, Thank you for calling , or Good (morning or afternoon) this is.. Dont Just say hello and then wait for customers to answer. Self-control When you respond with hostility, or lose your self-control, you are contributing to the escalation of the situation. You have a snide response, and then the customer is even more fired up and ups the abuse. Instead calmly interject with some empathy. Say l understand your frustration with the situation; I want us to move past this so we can fix the problem that you are calling abo ut. Please allow me to help you. Sometimes the technical problem is in need of more attention because it may impact other customers. You dont want to seem like you dont know what you are doing, so acknowledge the individual customer emotion first. Then resolve the technical issue that you can handle and address bigger issues as a more multi- department activity. Let your customers know that you are listening and you want to help. Write down notes during the conversation. When the customer is done venting, reiterate the priorities from the customer perspective. Address the emotional and technical aspects of the customer concerns. This will put you in focus on the appropriate issues and reassure the customer that you are concentrating on their priorities. Adaptation Our Country is made up of an increasing number of immigrants and transitional residents. These same immigrants were the founding Fathers of our Country. Maybe the caller is new to the English language and was put on hold for so long, or didnt know to press a certain number for a Representative. Companies can take these complaints and adjust the systems to address the needs and accommodate multiple languages. Some companies have taken customer service to the next level and are hiring multilingual customer service providers. Having these systems set can prevent many of the listed complaints from being uttered again. Mistaken customers customers. Their wait time was less than a minute, but they wanted a live operator to pick up the call. To deal with these types of customers, we must learn coping and problem-solving skills to deal with our own personal feelings. Reiterate your empathy nd continue to acknowledge the customer right to be angry. Takes deep breaths, smile and wait patiently for your turn to speak. Problem customers Problem customers do exist and everyone has to deal with them. They can be high maintenance, scammers, litigious, abusive, criminal or Just plain bizarre. When you have one of these on the phone, the best thing to do is ignore the language and behavior and continue to follow the same procedures as with an angry customer. When they have crossed the boundary set by standards, then it is best to let the customer know that your manager or the law department would be best to handle heir situation. In the end, if there has to be compromise from one side of the conversation; let it be from the company. Great service can make customers more comfortable with a company because they do things better for them. Everyone involved wants a fair and fast solution that can be settled simultaneously. If compromising means that you are able to retain customers, then that equals to: business survival. Reference Swartzlander, A. (2004). Chapter 3, 4, 5 in Pearson Education, Inc (Ed. ), Serving Internal and External Customers (pp. 56-75). Prentice Hall.

The tragical history of Doctor Faustus Essay -- English Literature

The tragical history of Doctor Faustus, which followed in the wake of Tamburlaine, is acclaimed by all as Marlowe's best play in which the leaven of fertile poetry and fearless imagination works wonders. Introduction: The tragical history of 'Doctor Faustus', which followed in the wake of 'Tamburlaine', is acclaimed by all as Marlowe's best play in which the leaven of fertile poetry and fearless imagination works wonders. The idea of a passionate struggle to reach beyond the grasp of ordinary mortals as its theme Marlowe takes this old story of the medieval magician who sells his soul to the Devil for twenty four years of pleasure and the gift of all knowledge and gives it a significance as in to that of such world old myths as Eve's eating the apple and Prometheus' defiance of Gods. Hence, making the Faustus legend a symbol of humanity's splendid struggle to reach the stars, as well as a tragedy of infinite aspiration ending in agony and remorse. Inspite of the critics and scholars being one in their opinion to recognize Christopher Marlowe's 'Doctor Faustus' as one of the masterpieces of British drama there cannot be any denying the fact that the most glaring weakness of 'Doctor Faustus' lies in the lack of a well knit or an organic plot. Aristotle's definition of Tragedy: According to Aristotle 'Tragedy' in the real sense is an imitation of an action that is complete, and whole, and of a certain magnitude; The beginning, called by modern critics the incentive moment, must start the cause-and-effect chain but not be dependent on anything outside the compass of the play meaning that its causes are downplayed but its effects are stressed. The middle, or climax, must be caused by earlier incid... ...d are laid bare. Conclusion: Hence the fact remains that 'Doctor Faustus' is unquestionably a masterpiece by Christopher Marlowe and one of the greatest and the most powerful tragedy to be written before Shakespeare inspite of its flaws and limitations. But at the same time it is also clear that though the beginning of the play just like the end has been perfectly executed but the middle portion is weak and does not serve its purpose. As Levin puts it: "The structural weakness of the plot however corresponds to the anti-climax of the parable; it lays bare the gaps between the bright hopes of the initial scene and the abysmal consequences of the last". Therefore, the statement that Doctor Faustus has a beginning and an end but no middle can be accepted to some extent as the middle portion though existing is not relevant to the development of the play.

Ethics in Noble Truth and Eightfold Path Essay

In this paper I will be discussing the concept of the four noble truths and eightfold path within the Buddhist religion. The four noble truths do not give concrete answers to metaphysical questions, unlike other religions. Buddhism teaches human existence is imperfect and the four noble truths are a guide to help steer away from suffering. The four noble truths are important to Buddhist ethics in that they are the way to nirvana and enlightenment. The first noble truth is life is suffering. To live means to suffer and since it is human nature, no one is perfect in any shape or form. While we develop, we inevitably have to endure physical and psychological suffering sooner or later. Each of us, no matter how rich or poor, is going to get sick, grow old, and die. Nothing is permanent, nothing can permanently satisfy us. â€Å" Any aspect of life, no matter how seemingly pleasant, already has the seeds of the suffering that is a common denominator of all human experience† (Young) This is because things change and pass away; everything and everyone we love will someday pass away. The Buddha also taught the reason behind the suffering that individuals experience. The second noble truth is suffering is caused by craving. â€Å"We suffer because our craving leads us to become attached to things or people and deluded as to the real nature of our situation in life (Young). † As long as we are unable to detach of moral pleasures, we will experience suffering. One must learn to overcome these greed, aversion, hatred, jealousy, etc. These conditions are always in hand with society, family, and within one’s self. Recognizing and understanding the second noble truth gives way to the freedom from suffering. The third noble truth is cessation of suffering. It is the complete fading-away and extinction of this craving, its forsaking and abandonment, liberation from it, detachment from it†(welsh). This may be the most significant of all the noble truths, as it reassures us that true happiness is possible. When individuals give up useless cravings and learn to live each day to the fullest, enjoying what each day brings with no expectations, they are able to live a free life. Nirvana arises when an individual becomes free of all sufferings, and eliminates cravings. When an individual is able to attain nirvana, they are able to move on to the next noble truth. The forth noble truth is the means to liberation. This noble truth teaches how to remove all suffering from your life, and explains the various levels of achieving such. So, first of all, in order to gain the good qualities, we need to work on creating all the different conditions that will make those qualities emerge. To develop the various insights of meditation and real wisdom, we need to develop great faith and confidence in the validity and usefulness of that wisdom. Buddhist needs to change their habits so that they have the ability to do all the necessities to make insight and wisdom emerge. Therefore, there are many factors and conditions we must generate within our life that will bring about our happiness. The guide to peace and the end suffering is the eightfold path. The eightfold path is a guideline to ethical teachings and growth of an individual. The goal is to free believers from attachments and ultimately leads to understanding. â€Å" â€Å"Everyone should attempt to live by the eightfold path, and (theoretically) enlightenment is open to anyone, regardless of caste, gender, or whether lay or ordained. † Young. The Eightfold Path consists of three components: wisdom (prajna ): (1) right views and (2) right intention; morality (sila ): (3) right speech, (4) right conduct, and(5) right livelihood; and concentration (samadhi ): (6) right effort, (7) right mindfulness, and (8) right concentration. (Deal). The eightfold path is the way to avoid self-denial and self-indulgence considered the middle way. The first step in the eightfold path is the right view, which falls under the category of wisdom. The right view means understanding the four noble truths and grasping the nature of objects and ideas. Right view is attained, sustained, and enhanced through all capacities of mind. It begins with the insight that all beings are subject to suffering and it ends with complete understanding of the true nature of all things. The second step, which also falls under the component of wisdom, is correct intention. This refers to abandoning one’s own thoughts and desires. This is the step of the eightfold path that one must give up selfish attitudes that lead to more suffering and replace them with the opposite. â€Å"The point is not to nattached from oneself to a particular person but with a caring attitude, but to practice a â€Å"universal goodwill† young† The third step is correct speech. This means to tell the truth, to speak friendly and to talk only when necessary. †Man’s speech must be the truth, his conversation must be edifying and he must not engage in scandal gossip. One should take control with one’s word not only for the sake of truth but to demonstrate control and discipline. † Right speech can be seen as an ethical conduct in Buddhism. The forth step in the eightfold path is that of correct conduct. Young mentions that unwholesome actions lead to unsound states of mind, while wholesome actions lead to sound states of mind. â€Å" Not taking life, not stealing and not having sexual intercourse† (Van Voorst). It is important in Buddhism to concentrate on actions that will help the well beings of others. The fifth step is the right means to livelihood. This path represents earning an honest living. An occupation that is against the other steps of the eightfold path is in return against right livelihood. One should acquire only by legal means, not by illegally; one should acquire it peacefully, without coercion or violence; one should acquire it honestly, not by trickery or deceit; and one should acquire it in ways which do not entail harm and suffering. † (Bodhi) Selling of weapons would be an example of wrong in this religion as the consequences of weapons can cause harm to others. The sixth step in the eightfold path is right endeavor. This step is very important, as it is a necessity to put a conscious effort in what we do. Without right effort less would be able to get achieved. â€Å" Avoiding any sort of unwholesome action that will have a negative karmic influence, and pursuing beneficial deeds. †(Young) being aware of your own mind and not to have a mind that is diluted. This brings us to our next step, the seventh step, which is right mindfulness. This step in the eightfold path refers to the ability to see things without any delusions. â€Å" Right mindfulness refers to the deep, ultimately non-dual, understanding of the body, feelings, mind, and experienced things†(Koller. In the step being consciously aware of all that is that is going on with ones mind and body. Van Voorst states, â€Å" To remain focused on the body in and of itself- he is fervent, aware and mindful- putting away the greed and distress of the world. This step helps to actively observe and control our thoughts. The eighth step in the eightfold path is correct meditation. Once at the stage nirvana is at hand and, in a flash of intuition that state of final bliss dawns† (Young) This step leads to developing a deep insight into reality and the ability to be able to apply levels of concentration regularly. We see by the study of the noble truths and the eightfold path that Buddhist put great emphasis on the practices that they follow in order to reach nirvana. The noble truths and the eightfold path are essentially the ethics of the religion. The foundation of the path is moral virtue. Buddhist ethics is concerned with the practices that contribute to a believer to act in ways that help rather then harm. By following the noble truths and the eightfold path Buddhist are able to reach the goal of nirvana and non-attachment.

A Distant Episode by Paul Bowles Essay - 669 Words

The single effect is the main idea that the writer wants to convey to his readers. The writer musters all his powers and tools to achieve this successfully such as in a Distant Episode. A Distant Episode, in fact, is regarded as a landmark in the history of the English short story genre. It is so important in a field called Orientalism, which shows the orient in the eyes of the West. This short story, in other words, shows the difference between the Western culture and the Eastern culture from a western point of view. The writer used some tools to emphasize this single effect. In this short story, the author showed how the West sees the East. Western people always looked at the Arab world as an inferior and a primitive place where a lot†¦show more content†¦The weather was too hot that the professor cannot bear it without sun lotions and medicines. Even when the professor went to the hotel, he chose a room, giving onto a tiny yard full of refuse and barrels. This description allows the reader to feel disgusted enough toward such environment. On the other hand, if the writer was describing a western country, he would describe it in a more delicate and decent way by mentioning a lot of positive and beautiful images about it. Moreover, through language, the writer could successfully show the difference between the Arab and western man characters through the accurate descriptions and the dialogue. The Arab man was so mean and impolite person who look only for money and never did he think. For example, at the beginning, when the professor asked the qa ouagi about Hassan Ramani, the qaouagi answered so impolitely saying, he deceased. Then he left the professor while he was still speaking to him. Moreover, when the Professor gave him money, he bowed to the professor. Later, all what the qauagi said were just short sentences. Moreover, when the Reguiba men found him, they kept hitting him; then the robbed his money, and later they sold him to another violent person. Furthermore, the Arab were portrayed as hypocrite people who never apply what they read in the Quran. So, the author is describing the Arab as savage, primitive, ignorant, monosyllabic, and murderous people who can doShow MoreRelatedOrganisational Theory230255 Words   |  922 Pagesto texts in the field. It then offers thoughtful, scholarly and well-illustrated discussions of prominent theoretical perspective, including managerialism and postmodernity, supported by specified learning outcomes and guides to further reading. Dr Paul Tosey, University of Surrey, UK The fi eld of organization theory is extremely fragmented and there is no agreement concerning the underlying theoretical dimensions nor methodological approach to be employed. With the recognition of different approachesRead MoreStephen P. Robbins Timothy A. Judge (2011) Organizational Behaviour 15th Edition New Jersey: Prentice Hall393164 Words   |  1573 PagesCalifornia State University Fullerton Abigail Hubbard, University of Houston Paul Hudec, Milwaukee School of Engineering Stephen Humphrey, Florida State University Charlice Hurst, University of Florida Warren Imada, Leeward Community College Gazi Islam, Tulane University Alan Jackson, Peru State College Christine Jackson, Purdue University Marsha Jackson, Bowie State University Kathryn Jacobson, Arizona State University Paul Jacques, Western Carolina University David Jalajas, Long Island University