СНІД: знати, щоб жити...
1 грудня - Всесві́тній день боротьби́ зі СНІДом
ВІЛ-інфекція поширена на всіх континентах Земної кулі. В Україні загальна кількість людей, які живуть з ВІЛ, сягає 377600 осіб.
ВІЛ не передається
Віл-інфекція є небезпечним інфекційним захворюванням, що характеризується дисфункцією імунної, нервової, лімфатичної та інших систем організму, відноситься до невиліковних хвороб, має тривалий хронічний перебіг і, в разі відсутності терапії, закінчується смертю хворого.
ВІЛ передається
* EDIT OR DELETE THIS VOICE-OVER
What are we going to learn?
This session allows the employee to learn how to manage a tense situation with an unsatisfied customer, providing appropriate responses and avoiding common mistakes.
Keys:
Take responsibility
Practice active listening
Demonstrate empathy
Offer concrete solutions proactively
continue
Context
We are in a high-end appliance store. An employee is assisting customers when a visibly upset person enters. They say that the product they purchased is not working correctly. Additionally, it seems they have had a bad experience with the delivery and customer service.
continue
This is unacceptable! I bought a fridge at this store and it hasn't worked well since day one. To make matters worse, the delivery was a disaster and when I tried to contact your customer service, no one helped me. I demand a solution right now!
I understand your frustration. I'm very sorry for the experience you've had. Let me help you resolve this.
Yeah... I'm sure you'll start dodging responsibility like everyone I've been talking to for a week...
continue
What is the best response?
I regret what has happened, but our technical service is responsible for these matters. You can call them and they will tell you what to do.
I am very sorry for the inconvenience we have caused you. We will review your case right now to find the best possible solution, whether it be a replacement, repair, or refund.
I understand your frustration, but these delivery issues are not our fault. The best thing you can do is contact customer service again.
And how do I know that this time they will actually solve my problem? I've already wasted too much time with calls and hold music!
It's understandable that you feel this way. Let me explain what we can do right now to resolve your case.
That's what I want! I want this situation to be resolved once and for all, and for someone to take responsibility for everything that has happened so far.
continue
What option is the best?
If you wish, you can write a formal complaint and our team will process it. I cannot guarantee you a quick response, but that is what is usually done in these cases.
I understand your frustration, but these types of processes take time. I suggest waiting a few more days to see if you receive a response from our customer service.
I will take your information and speak with the technical service to expedite your case. Additionally, if you prefer, I can manage a product exchange directly.
If you can really help me, I want to see results quickly. I no longer have the patience for more excuses. I want a new refrigerator sent to me as soon as possible and for the defective one to be removed from my home.
I understand perfectly. As I mentioned, I can manage the change directly, and I will now explain the process we needto follow.
continue
Choose the best response
I will manage the replacement of your refrigerator right now and will follow up with the transportation team to ensure there are no further issues.
Please bring the refrigerator to the store so we can check it. The process will take a couple of days, but we will call you as soon as possible to arrange the delivery of the new refrigerator.
I will give you the reference number for the incident. To proceed with the refrigerator replacement request, you just need to call our customer service and provide them with that number.
Learnings
In this scenario, we have learned to handle a tense situation with an unsatisfied customer by providing appropriate responses and avoiding common mistakes.
Keys learned and soft skills developed:
Taking responsibility for what happened, acknowledging my own actions and/or those of those under my care. Thus, committing to correct mistakes or improve the situation.
Communication technique that involves giving full attention to the interlocutor, showing interest, understanding their message, and responding appropriately.
The ability to put oneself in someone else's shoes, understanding their emotions, thoughts and perspectives without judging.
Providing concrete solutions in a proactive manner by proposing specific and effective measures to solve a problem.
Activelistening
Empathy
Providing solutions
Taking responsibility
continue
Self-Assessment
00:30
Self-Assessment
00:30
Self-Assessment
00:30
Congratulations!
Now you know how to navigate this situation and make the most of the available resources to solve customer problems.
Hello! I'm Connell, the empathetic store manager.
Hello! I'm Marianne,a happy customer.
This doesn't seem like the best response...
Although it may be true that delivery does not depend on the employee, ignoring the problem and redirecting the customer without further assistance creates a negative experience and can damage the business's reputation.
- Avoid responsibility
- Does not provide a concrete solution
read again
This doesn't seem like the best response...
This response does not offer any practical solution at the moment and suggests that the customer should make more efforts to resolve their problem, which may worsen their perception of the service.
- Lack of urgency in the solution
- Bureaucratic procedures that do not help the customer
read again
This doesn't seem like the best response...
Although waiting may be necessary in some cases, not providing an immediate action plan makes the customer feel that their problem is not a priority, which can worsen their discomfort
- Does not provide immediate solution
- Leaves the customer with uncertainty
read again
This doesn't seem like the best response...
While product review is necessary in some cases, making the customer responsible for transporting it is an additional hassle that can increase their dissatisfaction.
- Does not provide an immediate solution
- Imposes an additional burden on the customer
read again
This doesn't seem like the best response...
This response indicates a lack of interest in directly solving the problem and may make the customer feel ignored or neglected.
- Does not provide an effective solution
- Does not show commitment
read again
This doesn't seem like the best response...
Although it acknowledges the problem, the response avoids taking direct responsibility, which may increase the customer's frustration and give the impression that the employee is not committed to resolving the situation.
- Lack of proactivity
- Disinterest in the solution
read again
Great response!
By acting immediately and ensuring follow-up, the employee demonstrates a strong commitment to customer satisfaction. This reinforces trust and helps transform a negative experience into a positive one.
- Take direct action to resolve the issue
- Build trust with the customer
continue
Great response!
With this response, the employee not only acknowledges the customer's frustration but also provides concrete options, which reduces the feeling of uncertainty and demonstrates a problem-solving attitude focused on customer satisfaction.
- Show commitment to the customer
- Provide quick and agile solutions
continue
Great response!
With this response, the employee shows willingness to resolve the issue, which helps calm the customer and builds trust in the service. Additionally, offering alternatives demonstrates flexibility and a focus on customer satisfaction.
- Demonstrate empathy
- Take immediate action
continue
СНІД: знати, щоб жити...
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Transcript
СНІД: знати, щоб жити...
1 грудня - Всесві́тній день боротьби́ зі СНІДом
ВІЛ-інфекція поширена на всіх континентах Земної кулі. В Україні загальна кількість людей, які живуть з ВІЛ, сягає 377600 осіб.
ВІЛ не передається
Віл-інфекція є небезпечним інфекційним захворюванням, що характеризується дисфункцією імунної, нервової, лімфатичної та інших систем організму, відноситься до невиліковних хвороб, має тривалий хронічний перебіг і, в разі відсутності терапії, закінчується смертю хворого.
ВІЛ передається
* EDIT OR DELETE THIS VOICE-OVER
What are we going to learn?
This session allows the employee to learn how to manage a tense situation with an unsatisfied customer, providing appropriate responses and avoiding common mistakes.
Keys:
Take responsibility
Practice active listening
Demonstrate empathy
Offer concrete solutions proactively
continue
Context
We are in a high-end appliance store. An employee is assisting customers when a visibly upset person enters. They say that the product they purchased is not working correctly. Additionally, it seems they have had a bad experience with the delivery and customer service.
continue
This is unacceptable! I bought a fridge at this store and it hasn't worked well since day one. To make matters worse, the delivery was a disaster and when I tried to contact your customer service, no one helped me. I demand a solution right now!
I understand your frustration. I'm very sorry for the experience you've had. Let me help you resolve this.
Yeah... I'm sure you'll start dodging responsibility like everyone I've been talking to for a week...
continue
What is the best response?
I regret what has happened, but our technical service is responsible for these matters. You can call them and they will tell you what to do.
I am very sorry for the inconvenience we have caused you. We will review your case right now to find the best possible solution, whether it be a replacement, repair, or refund.
I understand your frustration, but these delivery issues are not our fault. The best thing you can do is contact customer service again.
And how do I know that this time they will actually solve my problem? I've already wasted too much time with calls and hold music!
It's understandable that you feel this way. Let me explain what we can do right now to resolve your case.
That's what I want! I want this situation to be resolved once and for all, and for someone to take responsibility for everything that has happened so far.
continue
What option is the best?
If you wish, you can write a formal complaint and our team will process it. I cannot guarantee you a quick response, but that is what is usually done in these cases.
I understand your frustration, but these types of processes take time. I suggest waiting a few more days to see if you receive a response from our customer service.
I will take your information and speak with the technical service to expedite your case. Additionally, if you prefer, I can manage a product exchange directly.
If you can really help me, I want to see results quickly. I no longer have the patience for more excuses. I want a new refrigerator sent to me as soon as possible and for the defective one to be removed from my home.
I understand perfectly. As I mentioned, I can manage the change directly, and I will now explain the process we needto follow.
continue
Choose the best response
I will manage the replacement of your refrigerator right now and will follow up with the transportation team to ensure there are no further issues.
Please bring the refrigerator to the store so we can check it. The process will take a couple of days, but we will call you as soon as possible to arrange the delivery of the new refrigerator.
I will give you the reference number for the incident. To proceed with the refrigerator replacement request, you just need to call our customer service and provide them with that number.
Learnings
In this scenario, we have learned to handle a tense situation with an unsatisfied customer by providing appropriate responses and avoiding common mistakes.
Keys learned and soft skills developed:
Taking responsibility for what happened, acknowledging my own actions and/or those of those under my care. Thus, committing to correct mistakes or improve the situation.
Communication technique that involves giving full attention to the interlocutor, showing interest, understanding their message, and responding appropriately.
The ability to put oneself in someone else's shoes, understanding their emotions, thoughts and perspectives without judging.
Providing concrete solutions in a proactive manner by proposing specific and effective measures to solve a problem.
Activelistening
Empathy
Providing solutions
Taking responsibility
continue
Self-Assessment
00:30
Self-Assessment
00:30
Self-Assessment
00:30
Congratulations!
Now you know how to navigate this situation and make the most of the available resources to solve customer problems.
Hello! I'm Connell, the empathetic store manager.
Hello! I'm Marianne,a happy customer.
This doesn't seem like the best response...
Although it may be true that delivery does not depend on the employee, ignoring the problem and redirecting the customer without further assistance creates a negative experience and can damage the business's reputation.
read again
This doesn't seem like the best response...
This response does not offer any practical solution at the moment and suggests that the customer should make more efforts to resolve their problem, which may worsen their perception of the service.
read again
This doesn't seem like the best response...
Although waiting may be necessary in some cases, not providing an immediate action plan makes the customer feel that their problem is not a priority, which can worsen their discomfort
read again
This doesn't seem like the best response...
While product review is necessary in some cases, making the customer responsible for transporting it is an additional hassle that can increase their dissatisfaction.
read again
This doesn't seem like the best response...
This response indicates a lack of interest in directly solving the problem and may make the customer feel ignored or neglected.
read again
This doesn't seem like the best response...
Although it acknowledges the problem, the response avoids taking direct responsibility, which may increase the customer's frustration and give the impression that the employee is not committed to resolving the situation.
read again
Great response!
By acting immediately and ensuring follow-up, the employee demonstrates a strong commitment to customer satisfaction. This reinforces trust and helps transform a negative experience into a positive one.
continue
Great response!
With this response, the employee not only acknowledges the customer's frustration but also provides concrete options, which reduces the feeling of uncertainty and demonstrates a problem-solving attitude focused on customer satisfaction.
continue
Great response!
With this response, the employee shows willingness to resolve the issue, which helps calm the customer and builds trust in the service. Additionally, offering alternatives demonstrates flexibility and a focus on customer satisfaction.
continue