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introduction
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solution |  |
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Q: Are there any other reasons why it is so important to employ
extraordinary customer management skills with MC customers? A: Yes, there is another reason that will impact your job satisfaction. Those who deliver customer support for a living know that there is a broad spectrum of satisfaction and success in the customer service events. Most would say it is preferable to work with a customer who is calm, agreeable, rational, and cooperative. Unbiased observers of customer service events report that the customer support provider has a profound effect on how well the service event will play out. The support provider can, and must, set the stage at the onset of the event, demonstrating interest, concern, empathy, and competence to the MC customer. In the first few seconds of customer contact, the customer forms an opinion about the provider and how well the contact will proceed. Most customer support providers realize that they must create an environment where the customer feels safe and cared for. It is in that environment that the customer will cooperate and help think clearly about solving their problem. So, if you want to have less contentious and difficult MC customer interactions, you can use your extraordinary customer interaction skills to achieve that goal. Less difficult situations result in less conflict and distress. Who wouldn't want that in their every workday? |
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total customer experience | |
| Less difficult situations result in less conflict and distress. Who wouldn't want that in their every workday? | ||
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