Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software.
After receiving the call from Bill the project manager I could tell by tone in his voice that he was very frustrated and irritated with his new software purchase. Therefore, in order to maintain the relationship that Bill has with our company I must convey a sense of professionalism and humility when it comes to guiding him through this process. Since I will be interacting with Bill by way of phone there are a few things that I would want to avoid; such as letting the phone ring too long because, I want to convey to Bill that we as a company value his business and answering the phone after two rings or less conveys efficiency and willingness to serve. And, by answering with a simple “Thank you for calling Software Industries” express appreciation to the client and proper courtesy titles are very important to maintain throughout the conversation as well.
Maintaining a smile even over the phone is also important if I were to be mad or feeling stressed out it would be evident through my voice tones but by smiling it eases the client and lets me feel that I am willing to assist them throughout the call and it also brings their level of frustration down as well. I want to handle Mr. Smith’s (Bill) frustration by understanding what it is exactly that he’s upset about and I would ask him to help me understand by being empathic without arguing or defending the company. I would ask Mr. Smith what are some suggestions that he would consider while resolving this matter that could lead to reconciliation. The conversation in general is also important nothing turns a client off more than poor wording or abruptness; this in turn may cause the client to feel less appreciated. Some...