Handling Difficult Situations

Listen

Listen carefully and with interest to what your customer has to say.

Begin gathering facts.

Empathize

Put yourself in the customer's shoes.

Communicate acceptance of their feelings (not agreement).

Convey sincere understanding.

Seek to Understand

Ask questions in a caring, concerned manner and listen carefully to answers.

Clarify the real issue(s).

Suggest alternatives or options.

Offer one or more possible ways that may help in this situation.

Apologize and assume responsibility.

Apologize without blame.

Gather additional facts that will help problem solving.

Take ownership of the situation and commit to follow up.

Problem Solve

Provide immeditate documentation and feedback for process improvement.

Suggest process change that would prevent reoccurrence.

Present this information to your supervisor.