Ask if you can be of assistance
Refer them to the manager
Assume that his is just blowing off steam and ignore his complaints.
Check into the legitimacy of the complaints.
Ask for advice from your supervisor on the best way to handle the person
Regard the complaints as accurate and take immediate steps to correct them
Length of the call
Name of the caller
Time of the call
Telephone number of the caller
Tell the person what you think the answer might be.
Refer the person to your supervisor.
Say that you are not allowed to give out that information to the public.
Inform the person that you don't know but will find out
Do not get involved in the situation.
Quickly take your boss aside and provide the correct name
Wait until the client leaves, and then provide your boss with the correct name
Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.
I'd work with him for as long as it takes
10 minutes or so; I'd go through it once as quickly as possible and then hang up
About half an hour; I'd make sure he understands at least the basics
None at all; I'd get frustrated the first time he says "I don't understand."
I let him/her finish the story, without interrupting
I let him/her finish the story without interrupting, but can't help glancing at my watch
I ask him/her to get to the point of the story
I interrupt by asking, "Does this story have a point?"
I brush them off - I just wouldn't have the patience to carry on.
I adjust my speech to their level
I become impatient and it may show.
I may become impatient but I try not to let on
You need to call back next week. We will have your results then.
The lab hasn't sent us your results. We'll call you when they come in.
I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?
We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week
You need to...
It's company policy.
That's just the way it's done.
Prefer to talk about yourself.
Care about his or her concerns.
Consider his or her problems unimportant.
Have your own problems to deal with. Have your own problems to deal with. Have your own problems to deal with. Have your own problems to deal with. Have your own problems to deal with
Not taking responsibility for a customer's problem.
Blaming someone else for a customer's problem, and referring the customer to your supervisor.
Making promises to calm a customer down, whether or not you will be able to follow through on the promise.
Following up with a customer to make sure his or her problem was corrected.
Offer to check ship status with the warehouse and get back to customer.
Let customer know that the item states it ships in approximately 7-10 days and they will be receiving ship notification in a day or so.
Assure customer all is fine with their order and it should be shipping any day now.
Call the warehouse/order manager for immediate assistance.
Ask a supervisor for assistance.
Send a second email asking for immediate assistance.
Ask the customer what assistance they need so you may properly try to assist them
Direct them immediately to a supervisor
Ask your supervisor if they are available for a customer call that requests a supervisor
Verify with a supervisor that it is ok to do a damaged call tag and place a reorder.
Notify the appropriate person(s) that issues damaged call tags and ask them to issue the damage call tag and place the reorder.
Explain to the customer that it is company policy to be sent parts free of charge when the item is less than 50% damaged and assist them with the parts order