Imagine a new employee starts working at The Commons, and you are chatting with them about some of the challenges of this job. What client behaviour or attitude do you find most challenging to deal with? What’s one tip or trick you would share with them about dealing with difficult/challenging clients?
The deadline for points is Tuesday, November 14, at 10AM.
My response:
As with any other customer service, a lot of clients think it’s our fault whenever they run into issues, even if it was something they did that caused the issue. While most clients are understanding and patient, some clients take their frustration out on the support staff. For a new hire it’s important to know that while we are responsible for troubleshooting and solving problems to the best of our abilities, we are not responsible for the problems occurring in the first place. If a client talks in an accusing tone, it’s important to stay composed and assure them that you are doing your best to solve the problem.
While it’s important to not lash out at the client and be apologetic for the inconvenience, it’s also important that we stay in control of the situation so that the client doesn’t keep venting their frustration at us.