Tuesday, May 28, 2024

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葡萄樹傳媒

受挫的顧客

By:John D. Beckett

職場兩難版本:編輯提醒-這是第一篇每月一次的週一嗎哪`,主要著重在職場上經常會遇到的兩難或困境。在簡略的敘述問題之後,我們會提供職場倫理的討論議題或是小組討論問題。文末也會提供我們的評論以及可以應用的聖經原則。

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!」

問題討論
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。

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.

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.

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)

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).

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