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5 Steps To Better Service Recovery: REACT

Posted by Jana Love

Feb 27, 2018 9:03:00 AM

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I returned recently from a cruise where so many mistakes were made, I decided to revisit this topic. Mistakes are to be expected, I get that, but knowing how to recover an angry or frustrated customer into a loyal customer is a learned art. A Customer Focused Attitude is critical for successful service recovery. Employees need to be trained to anticipate and identify potential problems, as well as have the experience to make decisions and to deliver skillful solutions to customer problems. 

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Topics: Problem Resolution, Difficult Situations, Customer Complaints

Are You Cut Out To Deal With Difficult Customers? 5 Quotes That Help

Posted by Katie Scheer

Jul 18, 2017 12:32:06 PM

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You are in business, which means you have customers that have absolutely made you feel this way.  We have all been put in that tough position of dealing with a very unhappy, angry, and/or irrational customer, and at times, we have a hard time keeping our cool.  Here are some simple quotes (that we are revisiting from before), along with my take on them, which will give you advice and tips for handling these tough customers and situations...

 

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Topics: Customer Service, Negotiation, Difficult Situations

ProTip: Fixing a Communication Breakdown

Posted by Michelle Nitchie

Jul 11, 2017 9:04:00 AM

Failed Communication.pngOne of the most effective approaches is to take full responsibility for the lack of communication.  After all, it may well be that your question was unclear.  Why not give the other person the benefit of the doubt?  You might confess you don't remember whether she gave you the information you needed...or acknowledge that you may not have grasped her explanation.  Unless the person is being evasive, she'll be glad to comply.

- Jo-Ellan Dimitrius, Ph.D., and Wendy Patrick Mazzarella, Reading People

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Topics: Problem Resolution, Teamwork, Communication, Etiquette, Difficult Situations

ProTip: Building a Fence Can Make You Less Stressed

Posted by Michelle Nitchie

Mar 21, 2017 9:04:00 AM

Clear Boundaries.pngThink about the last three times you became upset about something in your personal life.  It's almost a certainty that at least one of those situations was caused by the fact that your limits were crossed.  You probably didn't articulate those limits in advance.  For example, your neighbor comes over unannounced to chat.  You have only a few minutes to spare, but you fail to tell your visitor.  Out of kindness, you listen while your blood pressure rises as the neighbor talks for an hour.  

-Michael C. Donaldson, Negotiating for Dummies

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Topics: Managing Stress, Communication, Demonstrating Consideration, Difficult Situations, Self Improvement

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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