Boo Vi In English

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Regional Distrito Capital
Sistema de Gestión de la Calidad













LEARNING ACTIVITY No. 4















NOMBRE:
PRODUCIR TEXTOS EN INGLÉS II







1. IDENTIFICACIÓN DE LA GUIA DE APRENDIZAJE


|PROGRAMA DE FORMACION: |TECNÓLOGO EN GESTION ADMINISTRATIVA|
|MODALIDAD DE FORMACION: |Presencial |
|DURACION DE LA ACTIVIDAD: |2 horas |

1. LEARNING ACTIVITY
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|Through the development of this workshop students will learn how to solve problems with customers effectively |



NAME: ______________________________________ DATE: ____________________



How to Deal with Irate Customers
and Solve Problems More Effectively


By John Connors


The sudden appearance of anirate customer can be one of the most trying times in an employee's life, but it can also be a world class moment of truth for a business that can be turned to good if handled properly.


The proponents of Total Quality Management (TQM), of course, are right: it is far better to do things properly in the first place, rather than having to repair the damage after a problem has occurred. But theprevention of problems seldom happens with 100% efficiency. As a result, into the life of every business some irate customers will fall.


The difference between an ordinary business and a business with an everybody sells mindset is not that customer relations problems never occur, but how well they are handled when they arrive. So you better get ready!


The Nature of Irate CustomersIrate customers are unhappy. They range in emotional state from mildly disappointed to completely outraged and in the way they present themselves from calm to abusive. Sometimes their behavior is outrageously bad.


Usually they have a reason for being unhappy - the product didn't work as they thought it should or someone didn't make good on a promise. Sometimes the apparent problem is really anexcuse for blowing off steam because something else in the customer's life has gone wrong. Sometimes it just plain isn't your fault or the fault of the company that employs you. Whatever the reason, it's still a heavy-duty moment of truth.


How important is it?


The American Society for Quality asked the question, "Why do your customers leave you and go to your competition?" The answers maysurprise you. Only 9% said they were lured away by the competition. Only 14% said they were dissatisfied with the product. The overwhelming majority - an amazing 68% - said they were turned away by an attitude of indifference on the part of the company employee.


If you want to keep the customers you've got, let them know you love them (or at least care about them) every time they call or theycome in - even when they are mad.


The person who said, "The customer is always right" had it wrong. The customer is not always right, but no matter how upset they are, they are still the customer. If you handle their emotion and the problem correctly, you can make the relationship even stronger than before. Fortunately there are a few principles that can see you through in style:Realize It's Not Personal


In the vast majority of cases, what the customer wants is a positive outcome. They may come in the door with fire in their eyes, steam coming out their ears, and a variety of the more spicy short words floating in the air, but what they want is their problem solved.


The key to dealing with the customer's tirade intelligently and creatively is to not take it...