(Untitled)

[boardactor]

getting nervous...
how do you answer the question: A customer has not received their order, it is now two weeks late, and they have been hung up on twice. How would you handle this call?

Comments

[captn_dramatico]

Check on the order, find out why it's so late, and then call the customer or tell them that you're very sorry about the delay and the hang ups, and that you have personally checked on their order. Then tell them the status. If it's going to be later, tell them you'll check with your manager if there's any type of compensation and ask them if they would like you to call them back when you get the info. Tell them you can call them, or they can call you, whichever is more convenient.

Yup Yup

[kyleprime]

Although I would suggest leaving the word 'compensation' out of the equation, I generally have my guys be very apologetic and take full responsibility in making sure this problem is resolved. Once a customer has been dicked around even once you have basically lost them as a customer unless you put on your kid gloves and handle with extreme care

Re: Yup Yup

[idontownavcr]

I concur. "Active Listening" validates their feelings and is almost as important as getting the problem resolved in defusing their hostility.