How would one demonstrate empathy during problem resolution with a customer if they are prohibited from helping the customer?
What will be an ideal response?
Expressions such as "I can appreciate your frustration," "I understand how we have inconvenienced you," or "I can imagine how you must feel" can go a long way in soothing and winning the customer over. Such statements help you connect psychologically with a customer. Empathize with the customer, state what you cannot do, explain why and offer a way to resolve the problem with a recovery strategy (such as faxing something to the customer that the customer needs). Remember before you can truly address the customer's problem, you must deal with the emotions or feelings.
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Intransigence is defined as a party's unwillingness to move to any fallback position through concession or compromise.
Answer the following statement true (T) or false (F)
Which of the following is a true statement about business planning?
A) Business planning involves taking action before developing objectives. B) Business planning is an ongoing process. C) Business planning is concerned with the long term but not the short term. D) Business planning is concerned with the short term but not the long term. E) Business planning takes place after development of the marketing plan.
In which of the following situations does the "intensity of rivalry" market force drive down
profits for a company? A) the presence of companies perceived as near-equals in the market B) the presence of one powerful company dominating a major part of a market C) the presence of multiple companies that share a common supplier D) the absence of price competition within the market
In a break-even problem, what would be expected to happen to the break-even quantity if sales price is increased (assume fixed and variable costs remain constant)?
a. Increase b. Decrease c. Neither increase nor decrease d. Impossible to know how break-even quantity would change