"What? ... No, I'm sorry that you found your experience unsatisfactory," Tonia heard herself saying to the yelling voice at the other end of the line. "I'm not sure what happened, but I can assure you that I'll talk with Jim in Customer Service right away." But as she hung up, she thought, "Gosh, if they treated Jim the way they just treated me, I'd be hard-pressed to give service with a smile, too."
No, the customer is not always right. But that's no excuse for conflict between workers and customers. Usually, the customer and employee are both right and both wrong, and managers need to use care when counseling employees after conflicts erupt. Here's the approach Tonia used with Jim:
- Get the employee's side. Having already heard (and heard, and heard) the customer's side, Tonia needed to get some perspective and listen without judgment as her employee explained things. "Jim, the Blipco folks just called and gave me what-fo...(register to read more)