By:John D. Beckett
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！」
客服卡羅有好好地代表公司嗎？你覺得卡羅的回應會如何影響那個顧客？如果你是那個顧客，你會有什麼感覺? 如果你是卡羅，在相同情況下，你能採取其他經過深思熟慮更親切的回答嗎？ 如果能多為顧客著想，這位客人會不會再次光臨？貝克特是美國俄亥俄州伊利里亞鎮貝克特企業的總裁。該公 司是世界上最大的暖氣油爐製造商(含商用及住宅用)。於2003年當選安永會計師事務所(EY)”年度企業家”。他的著作「愛上星期一Loveing Mondy」已經翻譯成19國的語言。
◎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)
◎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)
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.
THE FRUSTRATED CUSTOMER
By John D. Beckett
It had been one of those long, aggravating days – the kind in which the nerves of everyone in the company remained constantly on edge. “At least this day is almost over,” thought Carlos, the customer service representative for Ace Windows and Doors. Just as he was reaching for his coat to leave for the day, his phone rang.
“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!”
QUESTIONS FOR DISCUSSION:
How well did Carlos represent his company? What do you think was the likely effect of Carlos” response on the frustrated customer? How would you have felt if you had been the customer? What measured, gracious response could Carlos have given that would have fit the circumstances in a more appropriate manner? If a more customer-oriented response had been offered, how might the customer have reacted – immediately, and in the future — as a potential repeat customer?© 2015. John D. Beckett is chairman of R. W. Beckett Corporation in Elyria, Ohio, U.S.A., one of the world’s leading manufacturers of residential and commercial heating systems. He was named “Entrepreneur of the Year” by Ernst and Young in 2003. His book, Loving Monday is available in 19 languages.
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)
Under stress, time constraints or other demands, it is normal to think first of our own desires. However, if we wish to effectively serve our customers and clients, and enjoy their repeat business, their needs should be given equal importance. “Do nothing out of selfish ambition or vain conceit, but in humility consider others better than yourselves. Each of you should look not only to your own interests, but also to the interests of others” (Philippians 2:3-4).