受挫的顧客

做客服工作已經好一陣子了，每天都是單調到瀕臨崩潰的日子。王牌門窗公司的客服代表卡羅心想：「快下班了！」就在他拿外套要離開的時候，他的手機響了。

電話那端傳來客人受挫的聲音：「我已經試了半個小時了，怎麼就是沒辦法把你們型號 SD 92 的外門關上！」

卡羅對於這樣的客訴非常熟悉，因為以前接過很多次類似的電話。他一下就知道知道客人100%沒有閱讀使用手冊和照著手冊上的指示做，如果客人有的話，問題早就解決了。

已經受夠一天工作勞累的卡羅說：「我打賭你沒看使用手冊，如果你有看的話，就不會打這通電話了。我們的確生產了這個產品也提供售後服務，但是可以讓我喘一口氣嗎？今天我會告訴你如何鎖門，但是下次請你看使用手冊！」

最好的練習

客訴可以被當成一件很惱人的事情或者是一個機會。也是一個職場領袖建立一個職場文化－熱心服務顧客的最好時機。事實上，頂尖的公司都會定期做客戶滿意度調查，知道公司在哪方面做的不錯，也同時知道哪些方面應該改進。

一個成功的職場領袖會主動了解並且解決客戶的抱怨，把客戶的抱怨當成學習的機會，調整自己贏得朋友，也許有些客人會成為你最忠實的客戶和宣傳大使。

更進一步思考

◎我們說什麼和我們如何去說一句話，對聽的人常常有很大和深遠的影響。所以要小心說出去的話和它的影響力。「回答柔和，使怒消退； 言語暴戾，觸動怒氣。」 (箴言15章1節)

◎在有情緒的狀況下要回答別人之前，最好是先停下來，設身處地為對方想一想，「如果我是那個人，我希望別人怎麼對我說話？」「你們願意人怎樣待你們，你們也要怎樣待人。」(路加福音 6章31節).

◎我們必須謹記在心，自己希望對方如何對待自己？你希望自己是被重視的或是被當成麻煩的或是不受歡迎的？「要愛人如己。 」(馬可福音 12章31節)

◎在壓力、時間緊迫和眾多要求之下，正常人第一都會先想到自己的需要。但是如果我們希望有效率的做好顧客服務並且希望客人能持續回來光顧，我們也必須要同時考慮到他們的需要。「凡事不可結黨，不可貪圖虛浮的榮耀；只要存心謙卑，各人看別人比自己強。各人不要單顧自己的事，也要顧別人的事。」 (腓立比書2章3-4節)

BUSINESS DILEMMA EDITION Editor”s Note: This is the first in a series of monthly editions of “Monday Manna” that will focus on common business dilemmas and ethical issues we confront in the workplace. After a brief summary of the problem, we provide questions for personal consideration or group discussion. We then offer comments on the situation and also consider biblical principles that might apply.

“I have tried for half an hour, and I cannot get your Model SD 92 storm door to lock properly!” said the frustrated customer.

Carlos was familiar with this complaint since he had dealt with it many times in the past. So he knew with nearly 100 percent certainty that the caller had not bothered to open the owner”s manual for the new door and read the instructions. If he had, the solution would have been immediately apparent.

“Listen,” said Carlos, annoyed by having a difficult day unnecessarily extended. “I will just bet anything you have not read the instructions that came with the door. If you had, you could have avoided this call. We make quality products and we stand by them, but give us a break. I will tell you how to lock the door – but next time, please read the manual!”

BEST PRACTICES

Customer complaints can be viewed as either aggravations or opportunities. A challenge for senior business leaders is to build and sustain a culture rooted in passionate service to others, especially customers. In fact, top companies regularly survey clients to identify areas is which they are doing well, as well as to determine how they can improve.

Successful business leaders are very proactive in understanding and solving complaints, viewing them as opportunities to learn, make adjustments and win friends, some of whom will become their most loyal and enthusiastic clients and ambassadors.

FOR FURTHER CONSIDERATION

What we say, and how we say it, can have great and often permanent impact on those to whom we are speaking. Carelessly spoken words cannot be retrieved, and have a lasting effect. “A gentle answer turns away wrath, but a harsh word stirs up anger” (Proverbs 15:1).

Before responding to others out of impulse or emotion, it would be wise to pause and ask ourselves, “If I were that person, how would I like to be treated and spoken to?” “Do to others as you would have them do to you” (Luke 6:31).

In a similar way, we need to keep in mind if the situation were reversed, how would we want to be considered? Would we feel valued and appreciated, or as an inconvenience or an imposition? “Love your neighbor as yourself” (Mark 12:31)