Customer Communication
This should always be your first priority when responding to an upset customer.
What is staying calm?
One common source of conflict is unclear expectations or confusing _____.
What is miscommunication, frustration, unclear expectations or confusion about policies. (Will take any answer)
When answering a phone call, staff should first.
The first thing staff should do when helping a frustrated customer.
What is stay calm?
What are signs a specialist or coordinator should be involved immediately?
What is safety concerns or threatening behaviors.
Customers can hear this through your voice during a phone call.
What is your attitude or tone?
During escalation, you should never do this with the customer.
What is argue or get defensive?
Staff should not do what during customer interactions?
What is raise their voice, roll their eyes or cross their arms. (will take any of the 3 answers)
Staff should do this before responding to a complaint.
What is listen completely.
What should staff NEVER do when unsure how to handle a situation?
What is guessing instead of asking for help.
You should do this completely before jumping to solutions.
What is listen to the customer?
“I understand you’re frustrated” is an example of this.
What is acknowledging concerns or empathizing?
Eye contact is important during in-person interactions, why?
What is it shows professionalism and/or active listening.
What is calm and respectful?
Employees should follow all policies, procedures, and this.
What is chain of command?
This should never happen while a customer is explaining their concern.
What is interrupting the customer?
If a situation becomes unsafe, this should happen immediately.
What is ending the interaction and following safety procedures?
Since customers cannot see you on the phone, these three things matter most.
What are tone, patience, and professionalism?
Staff should maintain this during all customer interactions.
What is professionalism?
These types of workplace conversations should be avoided.
What are gossip or negative conversations?
Every customer interaction is an opportunity to create this.
What is a positive experience?
Moving a conversation to this type of area can help de-escalate conflict.
What is a quieter or private area?
Important details are shared over the phone, staff should...
What is repeat the information for accuracy.
As front-line staff, every interaction you have helps create this for the community.
What is a positive experience?
Staff represent this organization at all times
What is the City of Menifee, Community Services Department