Point your heart towards them
Make Eye contact
Employees who don't listen to what the customer is saying.
Employees who ignore customers completely.
Employees who don't follow up or follow through.
Employees who ask too many questions.
Ask them what the problem is.
Wait for them to ask someone else
Put the customer on hold and ask a colleague or supervisor.
Tell them you do not know the answer.
Tell them to call back later
Because it will make you feel better
Because smiling is fun
Because you are having a bad day
Because the person on the other end of the line can tell that you are smiling
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.
I brush them off - I just wouldn't have the patience to carry on.
I become impatient and it may show.
I adjust my speech to a level they can understand.
I go get my supervisor.
Be honest and admit there is a problem
Work together to come up with solutions
Avoid the co-worker and talk to everyone else at work about the problem with co-worker
Both A and B
To not take it personally
To use positive self-talk
Both A and B
None of the above.
Ask if you can be of assistance
Refer them to the manager
Assist that employee in understanding a better or more effectively way to do something
Show an employee who is the boss
Feel good about themselves
Ensure the employee knows exactly who the persons are in their chain-of-command