Ownership strategies
Ownership strategies involve the practice of the whole team taking care of customer’s problems. Any customer should be served by anyone in the department. In fact effort should be put together so that an effective service is give to the customer.
If a customer requests a technician immediately at the office, the sense of ownership should come in and any technician should be able to handle the customer even if it is not his direct responsibility to do so. According to Rene (2010), delays in customer service can lead to disappointment. This can be avoided by having the principle that any customer is my customer
Self-control strategies
Self control involves the art of taking control of feelings in a situation. As a regard to customers service, it is important to employ methods that would see to it that a customer is not served in anger of disgust. A technician should allow the customer to take his or her time explaining all concerning the case, after which a diplomatic approach is used to explain to the client the situation as it is (Rene, 2010).
Self control strategies are important in order to ensure that customers are satisfied with a service. In some cases, customers are so annoying that a technician might need to retort back. Having self control will ensure that no unethical practices are realized.
Adaptation
Adaptation should be based on flexible service delivery. Customer specific needs and challenges should be understood well and effective solution should be tailored towards a specific customer problem (Rene, 2010).
Adaptation strategies ensure long-term and close customer relationships. Customer satisfaction is bound to improve and this is good for business. It is therefore important for technicians and customer service representatives to tailor their service to suit the needs of the customer.
Mistaken customers
Mistaken customers happen because their needs are not well understood. These customers therefore might insist on physical appearance in order to ensure that their problem is understood and solved well. To address the problem of mistaken customers, there is need to go through their request carefully before providing for a solution. Active listening skills should be employed in this case.
The reason why mistaken customers might demand a physical appearance of a technician and not let one walk them through the process on the phone is if they feel that their problem has not been understood well.
Problem customers
Customers should be explained well on the procedures of operation of the organization. If a good approach is used, a customer will develop an understanding. If this does not achieve anything, there is the option of firing the customer. According to Maxine (2006), this approach is not a good solution though and should only be implemented as the last resort.
Problem customers are main category of people who will need a service in person. This category believes that for their pay; they deserve a service that is of higher class than what is offered. It is hard for them to abide by the procedures of operation and instead want to create their own servicing standards.
The main challenge that will arise in trying to resolve the issue of problem customers is the inability by the same customers to make sense out of the provided solution. Another challenge comes when the solution to fire is arrived at. It has to be done diplomatically as there is the risk of the fired customer spreading a negative word about the company (Maxine, 2006).
Reference
Renee E. (2010). Customer Service Training 101. AMACOM Div American Mgmt Assn. ISBN
0814416411, 9780814416419
Maxine, K. (2006). Customer Service Training. New York, NY: Elsevier.
