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Casual Articles - Handling Challenging Situations with a Customer-Focused Mindset
Running a home business has always interested people especially mothers and the home bound. However starting the business is not a game. It does not involve simply setting up your computer and beginning. People are often deterred from venturing further, when they become aware of some of the complexities included with regards to taxation, insurance and others.The primary ploy is to get rid of home-office related expenditure. This is a smart move but will require undertaking certain steps. You will have to use the office space solely for your business work. You should not use it for family affairs even after work hours. The IRS will qualify you for the above privilege only if you satisfy at least one of the three conditi
Step 5 – Checkback
The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
Examples of checkbacks include:
• “How does that sound?”
• “What do you think about x?”
• “Are you with me?”
• “Does that make sense?”
• “Will that meet your needs?”
• “Would that be satisfactory?”
Applying the Five-Step Process
The following example illustrates a customer-focused approach, using the Five-Step Process.
Step 1: Strategize: Our strategy is to retain the customer whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs.
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.Examples of combination products may include drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.There is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixed dose combinations are still in the process of convincing regulatory authority on their advant
• A customer who is upset about the quality or delivery of our product/service.
• A product return or a cancellation of services.
• Incorrect information given to the customer.
• A customer who is negative toward your company due to past experiences.
• Confrontational issues and conflict.
• Angry customers.
• Explaining a company policy or procedure.
• Fielding a request to escalate a call to management.
The ultimate goal in these challenging situations is to provide a win-win solution. We want our customer to leave the interaction feeling listened to, well taken care of, and valued. A customer-focused mindset will have a tremendous impact on accomplishing these goals. Along with customer focus, an invaluable tool for dealing with challenging situations is the Five-Step Process.
The Five-Step Process
Have you ever been an upset customer, calling your product or service provider with a serious problem? If you receive a satisfactory resolution AND you feel listened to, well taken care of, and valued during your interaction, aren’t you likely to consider doing business with this company again? The Five-Step Process will help us to provide our customers with this positive experience. Aside from reaching a win-win solution, the goal of the Five-Step Process is to leave our customers feeling listened to, well taken care of, and valued. Let’s examine the specific steps of the Five-Step Process.
Step 1 – Strategize
How do you develop a strategy?
• Develop your goal for the interaction. What do you want as the end result? (i.e., save the customer, resolve an issue, etc…)
• Identify your parameters: what can you do or provide the customer independently or with your supervisor’s approval? What CAN’T you do because of policy or business reasons?
• Prepare by identifying common problems and win-win solutions.
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can see how you might feel that way” so that customers feel that they have been heard and that we respect them. It clears the way for us to move forward by helping diffuse the emotion and placing us on the side of the customer.
Step 3 – Clarify
Sometimes we mistakenly proceed to resolve a problem based on what we THINK the customer was saying. This third step of the process allows us to clarify and draw out information to make sure that we understand the customer’s true concern. Examples of clarifying might include:
• “What I hear you saying is……is that right?”
• “Can you tell me more about…..?”
• “How may I help you….?”
• “What were you hoping would happen…?”
Clarifying leads us to the appropriate solution in a more efficient manner.
Step 4 – Present Resolution
The fourth step is to present a resolution. Presenting a resolution is not a challenge if we’ve done the first three steps properly. As we present the resolution, we want to state specifically what we are going to do for the customer. We may also offer alternatives. Note: As we discussed in Step 1: Strategize, it is critical to understand your parameters – what you CAN do for the customer and what you CAN’T do.
Step 5 – Checkback
The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
Examples of checkbacks include:
• “How does that sound?”
• “What do you think about x?”
• “Are you with me?”
• “Does that make sense?”
• “Will that meet your needs?”
• “Would that be satisfactory?”
Applying the Five-Step Process
The following example illustrates a customer-focused approach, using the Five-Step Process.
Step 1: Strategize: Our strategy is to retain the customer whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs. W
A company offers products and/or services to its customers to generate sales. The transaction takes place when the customer buys the goods and/or services at the price and conditions agreeable to both parties. Generally the transaction is completed when the customer pays after taking delivery of goods and/or services.However in cases where there is a long-standing relationship between the company and a customer, the buyer may make payment at a future date. This also takes place when the two parties have a payment agreement.The invoice as presented to the buyer and that transaction, which is recorded, is referred to as accounts receivable. When the customer pays his invoice, his account is credited with that amou
The Five-Step Process
Have you ever been an upset customer, calling your product or service provider with a serious problem? If you receive a satisfactory resolution AND you feel listened to, well taken care of, and valued during your interaction, aren’t you likely to consider doing business with this company again? The Five-Step Process will help us to provide our customers with this positive experience. Aside from reaching a win-win solution, the goal of the Five-Step Process is to leave our customers feeling listened to, well taken care of, and valued. Let’s examine the specific steps of the Five-Step Process.
Step 1 – Strategize
How do you develop a strategy?
• Develop your goal for the interaction. What do you want as the end result? (i.e., save the customer, resolve an issue, etc…)
• Identify your parameters: what can you do or provide the customer independently or with your supervisor’s approval? What CAN’T you do because of policy or business reasons?
• Prepare by identifying common problems and win-win solutions.
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can see how you might feel that way” so that customers feel that they have been heard and that we respect them. It clears the way for us to move forward by helping diffuse the emotion and placing us on the side of the customer.
Step 3 – Clarify
Sometimes we mistakenly proceed to resolve a problem based on what we THINK the customer was saying. This third step of the process allows us to clarify and draw out information to make sure that we understand the customer’s true concern. Examples of clarifying might include:
• “What I hear you saying is……is that right?”
• “Can you tell me more about…..?”
• “How may I help you….?”
• “What were you hoping would happen…?”
Clarifying leads us to the appropriate solution in a more efficient manner.
Step 4 – Present Resolution
The fourth step is to present a resolution. Presenting a resolution is not a challenge if we’ve done the first three steps properly. As we present the resolution, we want to state specifically what we are going to do for the customer. We may also offer alternatives. Note: As we discussed in Step 1: Strategize, it is critical to understand your parameters – what you CAN do for the customer and what you CAN’T do.
Step 5 – Checkback
The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
Examples of checkbacks include:
• “How does that sound?”
• “What do you think about x?”
• “Are you with me?”
• “Does that make sense?”
• “Will that meet your needs?”
• “Would that be satisfactory?”
Applying the Five-Step Process
The following example illustrates a customer-focused approach, using the Five-Step Process.
Step 1: Strategize: Our strategy is to retain the customer whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs.
I was recently invited as a guest on a 4-day cruise boarding a ”True” Luxury Liner. Every room was a suite. I knew via their website we had a bathroom bigger than the one in my home, a sitting room, bedroom, mini-bar and balcony. I knew I needed a break and kept saying I did. It came just before I was due for foot surgery. In my heart I know when we continue to say what we want and believe, it comes to us bigger than what we expect.I had also wanted to fly home and see my mother who is in an assisted living home. I knew I wouldn’t be seeing her for some time due to my foot surgery coming up and really wanted to get home. So I asked. On our return flight we were able to stop to see my mom for a couple of days. Th
• Prepare by identifying common problems and win-win solutions.
Your strategy should be to arrive at a solution that will be a win for both your company and the customer. If you are successful, you will retain the customer, exceed the customer’s expectations, and provide a very positive customer experience so that he/she will want to continue doing business with your company.
Step 2 – Acknowledge
The acknowledgement is essential to communicating in challenging situations. Use phrases like, “I understand how you feel”, “I see”, “I apologize”, “I am sorry”, “I can see how you might feel that way” so that customers feel that they have been heard and that we respect them. It clears the way for us to move forward by helping diffuse the emotion and placing us on the side of the customer.
Step 3 – Clarify
Sometimes we mistakenly proceed to resolve a problem based on what we THINK the customer was saying. This third step of the process allows us to clarify and draw out information to make sure that we understand the customer’s true concern. Examples of clarifying might include:
• “What I hear you saying is……is that right?”
• “Can you tell me more about…..?”
• “How may I help you….?”
• “What were you hoping would happen…?”
Clarifying leads us to the appropriate solution in a more efficient manner.
Step 4 – Present Resolution
The fourth step is to present a resolution. Presenting a resolution is not a challenge if we’ve done the first three steps properly. As we present the resolution, we want to state specifically what we are going to do for the customer. We may also offer alternatives. Note: As we discussed in Step 1: Strategize, it is critical to understand your parameters – what you CAN do for the customer and what you CAN’T do.
Step 5 – Checkback
The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
Examples of checkbacks include:
• “How does that sound?”
• “What do you think about x?”
• “Are you with me?”
• “Does that make sense?”
• “Will that meet your needs?”
• “Would that be satisfactory?”
Applying the Five-Step Process
The following example illustrates a customer-focused approach, using the Five-Step Process.
Step 1: Strategize: Our strategy is to retain the customer whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs.
Many more people are leaving the regular nine-to-five job experience to start their own businesses. Some do it in order to pursue a life long dream, others to utilise a gift or talent, in order to earn some extra income.You do not even have to quit your job to go into business. You can be a business by your self (become a consultant) in an area of your expertise and increase your cash flow. Whatever the reason for going into business, it is important that you succeed at it.Your business will succeed when your capabilities meets opportunities in the market place. You will succeed when your products are of good quality and your service is excellent. But most of all your success can only be guaranteed when people k
Step 3 – Clarify
Sometimes we mistakenly proceed to resolve a problem based on what we THINK the customer was saying. This third step of the process allows us to clarify and draw out information to make sure that we understand the customer’s true concern. Examples of clarifying might include:
• “What I hear you saying is……is that right?”
• “Can you tell me more about…..?”
• “How may I help you….?”
• “What were you hoping would happen…?”
Clarifying leads us to the appropriate solution in a more efficient manner.
Step 4 – Present Resolution
The fourth step is to present a resolution. Presenting a resolution is not a challenge if we’ve done the first three steps properly. As we present the resolution, we want to state specifically what we are going to do for the customer. We may also offer alternatives. Note: As we discussed in Step 1: Strategize, it is critical to understand your parameters – what you CAN do for the customer and what you CAN’T do.
Step 5 – Checkback
The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
Examples of checkbacks include:
• “How does that sound?”
• “What do you think about x?”
• “Are you with me?”
• “Does that make sense?”
• “Will that meet your needs?”
• “Would that be satisfactory?”
Applying the Five-Step Process
The following example illustrates a customer-focused approach, using the Five-Step Process.
Step 1: Strategize: Our strategy is to retain the customer whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs.
Carving walking sticks wasn't meant to be a money-making hobby for me. I sometimes made them when backpacking, and I had always enjoyed taking my pocket knife to a piece of wood to see what I could make. I just hadn't thought of doing anything more with the hobby.One summer, when my wife Ana and I briefly got into the flea market business, I noticed the occasional vendor selling walking sticks. If the event was more of an arts and crafts show than a flea market, they sold for as much as $50 each. Ana suggested that we could sell them too, so I went to work.I could cut 20 or young poplars in an hour with my "shortcut" saw, and get two sticks out of half of them. My favorite wood, however, was white cedar. In the
Step 5 – Checkback
The checkback is our opportunity to make sure that the customer is satisfied and feels good about the resolution.
Examples of checkbacks include:
• “How does that sound?”
• “What do you think about x?”
• “Are you with me?”
• “Does that make sense?”
• “Will that meet your needs?”
• “Would that be satisfactory?”
Applying the Five-Step Process
The following example illustrates a customer-focused approach, using the Five-Step Process.
Step 1: Strategize: Our strategy is to retain the customer whenever possible. We want to provide the customer with a positive experience while balancing both the business and customer needs. We don’t want to simply accept return merchandise since we know we will lose the customer. A customer calls to complain about the quality of the product he received.
Step 2: Acknowledge: “I apologize that the product was not of the quality that you expected. I understand your frustration. I can help.”
Step 3: Clarify: “In order for us to improve on the quality – and for me to better serve you, may I ask what specific areas were of poor quality?”
Step 4: Present Resolution: “We would be happy to exchange the product for a similar product of higher quality.”
Step 5: Checkback: “Would that be satisfactory?”
Depending on the customer’s responses, we may actually have to go through the Five-Step Process many times during one customer interaction. The Five-Step Process will help you to avoid becoming argumentative by lessening the conflict and opening dialogue with the customer. It will assist you in providing a more positive customer experience.
Terence R. Traut is the president of Entelechy, Inc., a company that helps organizations unlock the potential of their people through customized training programs in the areas of sales, management, customer service, and training. Terence can be reached at 603-424-1237 or ttraut@unlockit.com. Check out Entelechy's website at www.unlockit.com.
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