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One of the...
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Put me through to your manager, NOW!
Bosses please don't read this. Pass it on to your frontline
staff. It's for them. It will help them to feel better...and to
educate you.
You see I've just been running another 'Service Excellence Over
The Telephone' course and again this has proven to be a major
frustration for your frontline team.
When you are in the frontline, callers can attempt to bully you
into giving them what they want and at times take their
frustrations out on you. Unfortunately to some people, you are
an easy target.
When they don't get their way, they often demand to speak to
your manager. You locate your manager, quickly let him or her
know that this could be a delicate situation and transfer the
call.
You then sit there for a moment feeling drained. But that is
NOTHING compared to how you feel when a few minutes later your
manager comes out and says, "I don't know why you were getting
so hot and bothered about that call. I had no trouble handling
him. He was a pussycat!"
You are too shocked to respond. You clearly replay in your mind
the snide or sarcastic comments the customer had made; the rude
things they said; the way they talked down to you. Inside you
are churned up, perhaps even seething, and at that moment aren't
sure who you dislike the most - the unpleasant customer or your
boss.
Does any of this sound familiar? It is one of the most frequent
frustrations that receptionists and frontline staff share with
me on telephone techniques courses.
Forgive them they know not what they do Here is a technique that
will totally turn this situation around, have you feeling a lot
better and teach your boss to appreciate you more.
Well, there are actually two techniques you could use and the
first one may give you some short term satisfaction but it
doesn't help anyone in the long term.
Solution One (which I don't recommend): Handle the call badly.
Show absolutely no empathy. Remain polite but cold and
uncaring.
If they raise their voice, raise yours a little and in a precise
aloof tone recite the company rule book while offering no help
at all. Then when you put the call through to your manager it
will be like a volcano erupting and your boss will cop all the
hot molten lava.
Solution Two (the one I do recommend): When you put the call
through, take a deep breath, exhale slowly and congratulate
yourself for having stayed calm and gracious in a difficult
situation. When your boss comes out and says, "I don't why you
were getting so hot and bothered about that call. I had no
trouble handling him. He was a pussycat", here is what you do.
Say to your boss, "That's great. I must have done a really good
job. Aren't you proud of me?"
Your boss will probably be bemused and ask what you mean, to
which you reply, "That caller was really rude to me, kept
swearing about our company and how useless we are and treated me
like I was a nothing, a nobody. But I didn't react. I didn't
drop to his level. I stayed calm. I told him I was sorry that he
was so upset and allowed him to let off steam even though he was
being really unpleasant to me."
"That meant that by the time I had put him through to you, he
had got most of it out of his system and was ready to listen.
Especially to someone he felt was in authority. Which allowed
you to use your skills. We make a good team, don't we?"
There are some bosses who don't know or forget what it is like
to be in the frontline having to deal with people who feel they
can talk in whatever way they want to 'underlings', people who
take a whole different approach when put through to a manager.
You just have to educate your boss to appreciate your situation
and your professionalism. That way you both feel better.
About the author:
Jurek Leon is a speaker, trainer and consultant. To subscribe to
Jurek's FREE monthly email newsletter go to the Free Articles
section of his website www.terrifictrading.com
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