Friday, May 11, 2007
Had a freaking bad toothache due to the separators. More intense pain with each passing day. Maybe because I'm already 22 years old? Followed by headache, eye pain and neck ache.
Took 45 minutes to finish a bowl of fish rice soup in between customer service training at defence tech tower.
The trainer was an ex-air stewardess. Quite pretty, even though she's in her late 30's or early 40's. She taught that when customers are angry and scolded us over the phone, we should just empathise with them by saying for example: "You must be really upset about this... (in a soft tone)." And if the customer still continue scolding, again empathise by saying perhaps "I know you must have felt very frustrated..." in a soft tone, and then pause WITHOUT ever offering any solution if we don't have any of it. In any way the angry caller would like someone to hear their grievances and once they feel we can empathise with them they will eventually stop.
Don't know how powerful the above technique is. If customer curse and swear using the four-letter words, we must remain calm by saying: "I understand how upset you are; if you continue to use this language I am unable to help you. Please allow me to help you sir... (in a soft tone)."
I remembered my airebus days where there was a customer scolding "FUCK YOU" right on my face in front of the guests in hotel asia. I could rebutt by saying very rudely: "SIR PLEASE WATCH WHAT YOU ARE SAYING! I CAN BRING WHAT YOU SAID TO COURT! THIS IS SINGAPORE!" Lol. In any way the passenger was taken aback and later apologised to me. Haha. But looking back I think my service was a sucky one, dependable on my mood.
Some customers like to try their luck, hoping we can bend the rules and accommodate their requests (i.e. if 2 pax with 2 tickets want to bring along their 9 mth old son, in a situation where even infant requires a ticket). If the company policy strictly does not allow, we should try our best not to tell customers that: "Sorry sir/mdm, it is our Company Policy."
Instead we should say: "Sir/mdm, I'm afraid two tickets, two persons. I hope you understand" If they continue pushing, repeat the same sentence. They'll eventually back off. If they request to speak to higher authority, then as a cso we must say: "Certainly sir/mdm, I am the customer service officer
, may have your name and contact number? I will refer you to the higher authority and we will get back to you within <3> working day(s)."
Never say "sorry" if it is not your fault.
Had a really fun workshop today. Perhaps airebus should arrange to send ylla for such workshops if not... haha! My also, especially. LOL.
After training had dinner at ding tai fong with jv. Spent an hour to finish my fried rice. I shall get mc on monday or wednesday.
Still have to work either tomorrow or sunday for 12 hours. Chee bye!Labels: Workshop
|Melvin Ng| 10:08 pm|
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