From the course: Handling Customer Complaints with Empathy
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Reflecting on your own past experiences with complaints
From the course: Handling Customer Complaints with Empathy
Reflecting on your own past experiences with complaints
- Let's take a moment to reflect on your own experiences with customer complaints. I'd like you to recall a recent face-to-face complaint that you had to deal with, maybe within the past week or so. Post the video and take the time you need to think about a recent in-person complaint you had to handle. All done? Excellent. Now, with that situation in mind, I'd like you to assess yourself against three questions by using a scale from one to 10, where one means you didn't do so well and 10 means you did very well. Here are the questions. One, how effective was your communication with the customer? Consider if you were clear and concise, and how will you listen to them? Two, how successfully did you manage your emotions? Consider your ability to remain calm and composed throughout the interaction. And three, how satisfactory was your follow-up with the customer? Consider if they were satisfied with the process and resolution. Post a video and assess yourself. This self-reflection…
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