Every customer service provider must therefore be sufficiently trained on emotional control so as to be able to keep calm when under provocation by an angry customer. He must be able to quietly listen to the complaint of an aggrieved customer without interrupting, show genuine respect to the customer and the customer’s point of view, and sincerely empathize with the customer. This sincere sympathy and emotional control of the customer service representative will eventually calm the rude customer down and cause him to change his tone.
For example when confronted with a rude customer, who shout on top of his voice, the representative could say words such as “Sir, I equally experienced what you complain about, it could be very frustrating. I perfectly understand how you feel”; or, “I tender our sincere apology for what happened, I will make sure your complaint is forwarded to the right authorities”; another one is “we have you best interest at heart in our company, I’m deeply sorry for the experience you have”.
It is important to note that an angry customer just want to know he is not alone in how he feels, he wants majorly sympathy; and once he sees that he has been truly sympathized with by the service provider, he tone changes, even if his complaint was not addressed immediately.
Therefore, statements such as mentioned above, often placate an angry customer and made him have a sense that he was not wrong after all. Thing singular act of emotional control by the customer service representative can make the angry customer satisfied and make him want to keep trading with the firm as everyone wants to go where he is treated well.
The advent of technology has indeed made the world a “small village”. The way we live our everyday life has actually been greatly influenced by technology. From communication to education to business and to every other thing done on the earth, technology had affected. We really cannot imagine a world with technology again. What will actually take days to do before can now be done in seconds. Materials that would take up to a room to store can now be stored on a mobile phone. We can convincingly say technology has change the world.
Imagine being in Tokyo, Japan and desirous to send a message across to London, some decades ago, this could have taken days to do or even weeks depending on the means of transportation taken (air or sea). But today a simple phone or text message would get the job done, within seconds. This was unimaginable few decades ago.
Information that no one had access to before could now be got just with a press of the keyboard button. Today if anyone one is uncertain about any information or need further clarification, just typing what is need with the keyboard and pressing enter ends the uncertainty.
There are search sites with answers to almost anything you want to know. Technology has great reduced communication time and literarily brings the world to one’s feet.
However, there is a school of thought who are of the opinion that the speed at with technological development is going today is needs to be slowed down. Some opined that technological development had greatly affected of privacy as almost anything put on the internet can be viewed by anyone who wishes to. As sound as these arguments may be, the way and manner people use technology is not likely to change any time soon.
Even some businesses have been mainly built on internet. Most businesses today can also be accessible on the internet through their websites. The fact of technological development today is that businesses have to grow as technology advances as failure to do this might mean be overtaken by competitors.
On the whole, as times go, it will become clear where this technology revolution will land, and whether the fears expressed in some quarters are justified.
Meanwhile, now that we still have these technology, it is good that we take the advantage it offers and make a good use of it, remembering that both our personal life and businesses can have a huge benefit from this technological development.