Final Project It 284 Handling Difficult Customers - Free Essay Example

Sample details Pages: 5 Words: 1384 Downloads: 2 Date added: 2017/09/19 Category Advertising Essay Type Argumentative essay Did you like this example? Final Project IT 284 Handling Difficult Customers Handling Difficult Customers Vutha Dingman Axia College of University of Phoenix May 9, 2010 IT 284 Consumers are customers that are buyer’s influenced by their children, spouse, and other household members. Each consumer make decisions for certain products or the household may make the decisions together. Customer support really has to cater to wants and needs of the long time customers. Their loyalty can be forgiving if there is a mistake or they may be more likely to complain. Listed are some of the reasons why customers become difficult when communicating technical problems. 1. Wanting a live operator but ending up in an automated telephone loop. 2. Excessive waiting times to be connected to an operator. 3. Representatives rushing callers or even faking a disconnection. 4. Incompetent Representatives, incapable of processing requests effectively. 5. Representative not actively listening to the complaint. 6. Depar tments not communicating with one another. 7. Condescending Representative using technical jargon they don’t understand. . Representatives who sounds bored and disinterested. I will address the complaints: 1) Wanting a live operator but ending up in an automated telephone loop, 2) Incompetent Representatives, incapable of processing requests. 3) Representative not actively listening to the complaint. The support specialist should follow the customer problem resolution and recovery procedures to address the significance of each of concept and overcome challenges that may arise during the resolution process. Consumer emotions The first thing that a customer hears is a message saying, â€Å"Your call is valuable to us. Please hold the line for the next available Representative. † Then†¦. they wait, and wait and wait. Finally after what seems like hours to them, they are connected with you. They are already angry with their situation and are faulting the company, n ow they are really angry about the wait time to get to speak with a live person. They feel that if they were really a valued customer, the wait time would be minimal. Resist the temptation to label the customer as a problem and cut out the negative thoughts. Start the recovery process with an apology after you let them vent. Smile and speak with sincerity, and dont fall into the trap that you’re angry or difficult customer is baiting you with. If you feed into the anger, you will only escalate the problem. Your words, tone, and attitude are should be empathetic. This will deflects and diffuses an angry customer. You want to make sure the customer know you are listening and taking their situation seriously. Now the customer is upset that the Representative couldn’t or didn’t answer their questions and wasted their time. Their expected all the rep to know the particulars about their product without having to put them on hold or transfer the call to someone e lse. If you do need to work with other departments, please inform the customer that you will personally take the matter into your own hands and will need to investigate on the issues. Reassure the customer that you are coordinating the best possible resolution, and if you need to get the assistance achieve it. A great rep always sounds friendly. Customer doesn’t like someone who sounds bored and disinterested at their problem. They want to feel that you are about their issue and are interested in resolving their issue. When you answer a customers call, please smile. Keep a positive attitude and be upbeat, they will be able to hear it in your voice. Ownership When upset or angry about a situation, a two minute wait time can feel like nothing at all, or can feel like forever. A company must learn how to influence the customer feelings about the waiting time. Representative must approach these customers with the mind set of the customer has a right to be angry, even before yo u know the details. Let them vent their feelings, without passing judgment, and only interject when they start to becomes directly abusive towards you. If the customer senses that they are communicating with someone who is incapable, it will create another reason to be frustrated or angry. If you don’t have the power to solve the issue or answer the question, tell the customer that you own the problem. Let them know that you will apply your personal effort to find a solution, even if you need to ask someone else. Sounding bored or disinterest is absolutely preventable! Have your environment arranged in a way so that the telephone conversations are customer oriented, convenient, and efficient. Reduce distractions by tuning out office noise, have paper and pencil handy to take notes when necessary. Be prepared to answer the telephone by having it within easy reach, no more than an arm’s length away. Customer callers do not hear the first two words of the conversati on so when answering the phone use buffer words. You can say something like, â€Å"Thank you for calling . . . ,† or â€Å"Good (morning or afternoon) this is. . . Don’t just say â€Å"hello† and then wait for customers to answer. Self-control When you respond with hostility, or lose your self-control, you are contributing to the escalation of the situation. You have a snide response, and then the customer is even more fired up and ups the abuse. Instead calmly interject with some empathy. Say I understand your frustration with the situation; I want us to move past this so we can fix the problem that you are calling about. Please allow me to help you. † Sometimes the technical problem is in need of more attention because it may impact other customers. You don’t want to seem like you don’t know what you are doing, so acknowledge the individual customer emotion first. Then resolve the technical issue that you can handle and address bigger i ssues as a more multi-department activity. Let your customers know that you are listening and you want to help. Write down notes during the conversation. When the customer is done venting, reiterate the priorities from the customer perspective. Address the emotional and technical aspects of the customer concerns. This will put you in focus on the appropriate issues and reassure the customer that you are concentrating on their priorities. Adaptation Our Country is made up of an increasing number of immigrants and transitional residents. These same immigrants were the founding Fathers of our Country. Maybe the caller is new to the English language and was put on hold for so long, or didn’t know to press a certain number for a Representative. Companies can take these complaints and adjust the systems to address the needs and accommodate multiple languages. Some companies have taken customer service to the next level and are hiring multilingual customer service providers. H aving these systems set can prevent many of the listed complaints from being uttered again. Mistaken customers The customer is not always right, both sides know it, but they still are paying customers. Their wait time was less than a minute, but they wanted a live operator to pick up the call. To deal with these types of customers, we must learn coping and problem-solving skills to deal with our own personal feelings. Reiterate your empathy and continue to acknowledge the customer right to be angry. Takes deep breaths, smile and wait patiently for your turn to speak. Problem customers Problem customers do exist and everyone has to deal with them. They can be high maintenance, scammers, litigious, abusive, criminal or just plain bizarre. When you have one of these on the phone, the best thing to do is ignore the language and behavior and continue to follow the same procedures as with an angry customer. When they have crossed the boundary set by standards, then it is best to let th e customer know that your manager or the law department would be best to handle their situation. In the end, if there has to be compromise from one side of the conversation; let it be from the company. Great service can make customers more comfortable with a company because they do things better for them. Everyone involved wants a fair and fast solution that can be settled simultaneously. If compromising means that you are able to retain customers, then that equals to: business survival. Reference Swartzlander, A. (2004). Chapter 3, 4, 5 in Pearson Education, Inc (Ed. ), Serving Internal and External Customers (pp. 56-75). Prentice Hall. Don’t waste time! Our writers will create an original "Final Project It 284 Handling Difficult Customers" essay for you Create order

Cyber Security And The Protection Of The Hardware

Cyber security can be defined as the protection of information on computer/servers and the protection of the hardware that supports or stores the information on computers/servers. (Cyber Safety) This level of protection can include controlling physical access to the hardware, as well as protecting against damage from remote or local network access, malware/virus and due to unintentional sabotage by system operators, who may have been tricked by outside personnel to place the system in a compromising situation. The field of cyber security is growing and becoming a major concern for governments and businesses due to the society’s increasing reliance on computers and networks. (Cyber Safety) Based on this level of threat, network security has†¦show more content†¦All of these crimes have substantial human and economic consequences which can lead to disruption of society. 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Job Analysis Process and Manage the Performance †Free Samples

Question: Discuss about the Job Analysis Process and Manage the Performance. Answer: Introduction: The job analysis process will help in processing the growth of the organization in proper way and it will affect directly to the profitability of the organization. The organization will take the information regarding the job and then will place the employees according to the departments they are taking care of and by this process; the organization will manage the performance of the employees and then can able to place itself in the global market scenario. In this assignment, the case will evolve out with the possibility that the organization will follow employee performance and development of the employees. Job analysis: The ongoing job of the organization depends largely on the process of job analysis and this method contains to gather information. The entire organization process greatly contains the basis of the employees work process as from the supervisor and the other employees by the help of their designation and knowledge (Morgeson et al. 2016). The organization will check the procedures that the employees are able to perform the job in an appropriate way or not and the abilities, skills are proper for performing the job within the organization. Not only about, the performance of the employees but the organization will also fulfill the requirements of the employees, as they are the key people for the organization. Information for the job is necessary for the organization, as it will help the organization to take further decision about the operational and other process. The organization will check up the possibility that how the employees are working and based on that how they can culminate the entire thing. The employees responsibility and their performance is closely related and for the better job process the organization will provide proper training to the employees and the operation process will continue to grow (Greene et al. 2016). With regards to, the environmental conditions the organization will gather the information for the further processing of things and with the entire things the employees will learn to take their own responsibilities and they will work according to that thing. Immediate effect from the employees are essential to get things done in a good away and following this system the organization will able to discuss the basis of the job specification and job description. The collection of different tasks performed by the employees and themanagement takes the responsibility to curve this process in a perfect way (Phuka et al. 2014). The proper assessment of jobs basically specifies the necessary outcome of the employee performance. There are two major impacts that job description and job specification put in the job analysis. In job description, the organizations after collecting the data proceed towards describe the job to themanagement and the employees. The contents of the job need to narrate properly to the employees and they will take the help from this small discussion and this information will help in solving any problem regarding the job, moreover when they will get to know about the job properly they easily can able to do their tasks in a perfect manner. There are various tools, other equipments are involved in the entire organizational job description process, and by the help of accurate supervision from the management, team they can easily fulfill the requirements of the organization and it will further help in organizing things in a perfect manner (Cates et al. 2015). The organization will able to solve the hazards of the working possibilities and conditions, other than that the employees will not provide any of the a mbiguous data about anything. The job categories will help in spell out the comprehensive process to the jobs and the qualification of the employees will easily solve the matter that what do they need to perform the job. Job description will further help in describing the job that how it needs to be done and how much time it will take and most important concern of the job will be in future it will improve the condition of the organization (Starling et al. 2014). In job specification, the organization will specify each job in accordance to the employees so they can easily perform the job. In the job analysis the ideal job will be a marketing executive and as a marketing executive. Working as a marketing executive in the company will comprises of several tasks like creating a team, formulating marketing strategy, create plans according to the needs of the company and implementation of appropriate plans. The executive will take up the plans in an appropriate way and then they will high light the possibility that how the company will deal with it so it can gain market attention. Measuring Results and Behaviors: The organization needs to maintain a strategic policy so they can create a positive base in themanagement structure and it will help them in measuring the performance of the employees. The employees need to put an effort for the organization so it can help to the growth of the business as well as in the personal level the employees get the benefit. The expected objectives of the organization meet to get fulfilled by the employees (Phuka et al. 2014). Measuring behavior of the employees is an important approach that is established by the organization in gaining organizational details and performance structure. It is important to assess the individual performance and such measurement will help in developing the organizational growth. Measurement of employee behavior will help in the assessment of competencies. It is important to keno the strengths and weak nesses of the individual so that the human resource manager be able to train them accordingly in gaining profit (Anitha, 2014). In order to appoint the responsibilities and roles the company needs to examine individual skills, talents and performance. In order to encourage and motivate the employees towards performing better, the human resource department needs to promote them to higher posts or regards them for this performance through offers and incentives. The company needs to formulate effective strategies that will adhere to the employee growth and development. Marketing executives competencies: Marketing executive needs to think critically: It is important in the part of the marketing executive to think critically and analyze every situation in a detailed way. Executives need to assess and examine every stock, products and employee performance critically and report if there is any issue. Critical thinking is useful in handling tough and rigid situations like risks and threats. For instance, the manager will be able to analyze the source of the threats etc. critical thinking gives rise to creative outcomes and determines the validity. Marketing executives need to have analytical skills: Marketing managers needs to have analytical minds in examining the vast amount of data and evaluate targeted consumers and their behaviors. Besides, it is important to strategize the existing marketing approaches and practices towards target and consumer oriented profit. Marketing managers as project managers: The marketing manager needs to have the ability to train its individuals towards performing team work that will help in project management. Project management refers to the handling, evaluation and implementation of projects. It is the through eth proper execution and conduct of eth project the talent and skills of an ideal executive is projected. Employee Development: Employee growth and development result in the growth and profit of the company. Therefore any company whether small or large enterprises need to cater to their needs and demands. Employees are the important part of eth production process who come mutually help in performing better and meet the production challenges brought in by several external and internal factors like, conflicts, political and economic factors, economic fluctuations, socio-cultural affects, globalization and others (Harris et al. 2014). Employees need to meet the targeted set of goals under the policies of the company. It is the employee, who is the driving force of the company, and in the production process, it is the employees handwork and performance that help in gaining profit and increase cost structure. Employee training and development need to be assessed and fostered under professional guidance towards improving organizational production. Training and development help the individual to understand their wea knesses and work on them in order to implement better practices and perform effective production (Kooij et al. 2013). Employee development help the individual in learning and gaining important knowledge that help them in developing in future that result in the overall organizational production and profit (Noe et al. 2014). It is important to address the issues that the employees face in the production process that gives rise to internal conflicts. It is important for the customers to understand the methods of problem solving so that they can take immediate measures and actions in limiting such issues and be able to meet the challenges and changes. Devolopment Plan: Competencies: Requirement: Outcome: Marketing executive needs to think critically: It is important for the marketing executive in analyzing risk, threats, production and performance of the company. Need to have innovative and creative mind in order to implement the strategic marketing methods. Growth and development within the organization and motivate performance. Marketing executives need to have analytical skills: Need to be patient and confident about the strategies being formulated and implemented. Examine the report of market structure, budget, social and financial crisis, external and internal factors. Reduce and limit the existing issues and implementation of innovative and creative outcome. Marketing managers as project managers: Potential skills of management and controlling of individual within the team. It is important for the executive manager in being patient and confidently train the individual participating within the new project Beneficial in strengthening relationships. Enhancement of team work. Organizational growth and motivation towards performing better. Conclusion: From the above study, it is understood that the organization need to cater to certain aspects that involve job analysis, employee training and development, employee behaviors and preferences. It is these factors that help in developing organizational performance. Every organization needs to analyze the customers performance and skills and talents. Besides, eth most important is to maintain organizational safety and protection that will secure the customers from any external harm and hazards. Employee growth therefore leads on to occupational and production benefits and profit. References Anitha, J. (2014). Determinants of employee engagement and their impact on employee performance.International Journal of Productivity and Performance Management. Cates, T. A., Randall, E. J., Cooke, E. F. (2015). Job Analysis: The First Step in Selecting and Training Salespeople. InProceedings of the 1983 Academy of Marketing Science (AMS) Annual Conference(pp. 192-196). Springer International Publishing Greene, L. A., Jacobson, E. A., Li, Y., Pu, X. (2016).U.S. Patent No. 9,507,592. Washington, DC: U.S. Patent and Trademark Office. Harris, E. G., Brown, T. J., Mowen, J. C., Artis, A. (2014). Exploring the role of productivity propensity in frontline employee performance: its relationship with customer orientation and important outcomes.Psychology Marketing,31(3), 171-183. Kooij, D. T., Guest, D. E., Clinton, M., Knight, T., Jansen, P. G., Dikkers, J. S. (2013). How the impact of HR practices on employee well?being and performance changes with age.Human Resource Management Journal,23(1), 18-35. Morgeson, F. P., Spitzmuller, M., Garza, A. S., Campion, M. A. (2016). Pay attention! The liabilities of respondent experience and carelessness when making job analysis judgments.Journal of Management,42(7), 1904-1933. Noe, R. A., Wilk, S. L., Mullen, E. J., Wanek, J. E. (2014). Employee Development: Issues in Construct Definition and Investigation ofAntecedents.Improving Training Effectiveness in WorkOrganizations, ed. JK Ford, SWJ Kozlowski, K. Kraiger, E. Salas, and MS Teachout (Mahwah, NJ: Lawrence Erlbaum, 1997), 153-189. Phuka, J., Maleta, K., Thomas, M., Gladstone, M. (2014). A job analysis of community health workers in the context of integrated nutrition and early child development.Annals of the New York Academy of Sciences,1308(1), 183-191. Starling, L. A., Waliczek, T. M., Haller, R., Brown, B. J., Malone, R., Mitrione, S. (2014). Job task analysis survey for the horticultural therapy profession.HortTechnology,24(6), 645-654.