Identifying Abusive or Irate Customers

When customers become angry during a call, it can help if the Customer Service Representative (CSR) is able to identify the underlying cause for such behavior. However, there are cases when the customer expresses the seriousness of his problem to the support representative through aggression. For example, the customer might be abusive simply because he is naturally rude when inconvenienced. However, there are cases when a customer may express to the CSR the seriousness of a problem using aggressive language or behavior.

The CSR must be able to recognize whether the customer is being unreasonably abusive or is coming across as being irate as he tries to forcefully describe the extent of his problem. Being able to differentiate among these two situations will help the CSR to deliver an appropriate response.

Abusive Customers

An Abusive Customer can be identified by

* The use of unacceptable language
* Personal abuse aimed directly at the CSR

When dealing with an abusive customer, it's important to know when he has crossed the line. Unacceptable behavior can be personal abuse, such as stating "You are stupid. I don't know why I bothered to call." or in the form of a personal threat, such as "I know where you work, and I will find you."

Irate Customers

A customer who is irate or angry about the problem often

* Uses a hostile tone when explaining the issue
* Shows an improved attitude if the underlying issue or problem is satisfactorily addressed

An irate customer might make a comment, such as "I don't have the time for this. I want it fixed right now." or "I don't pay for this type of service. What are you going to do about this problem?"

We all hear the old saying that we should 'work smarter, not harder', but how many of us actually abide by this? It's easier said than done, isn't it? Experts actually say the key to working smart is to be more effective, not necessarily more efficient. Efficiency is doing the job right. Effectiveness, on the other hand, is doing the right job! Think about that! Here are my Ten Top Tips for managing your time more effectively:

1. Figure Out When You Are at Your Peak
I know I work better from 9am to noon, so that's when I try to do my most important tasks. Figure out when you are at your prime and plan carefully around this.

2. Turn Off Your e-Mail Notifier
Do you really need the pop-up or 'ding' every few minutes? Try turning off your e-mail notifier when you need to concentrate on an important project, then you really can focus.

3. Expect the Unexpected
Block out some planning time. Everyone needs some time for thinking, so try to build in some flexibility into your daily routines.

4. Say “NO” Occasionally
Sometimes we may have to be assertive and say 'no' if something is not urgent or a priority. Saying no courteously may be seen as a strength rather than a weakness.

5. Set Priorities
Categorise tasks according to priority, for example:
1 = The task is Urgent and Important
2 = It's Important but Not Urgent
3 = It's Urgent but Not Important
4 = It’s Not Urgent and Not Important

6. Stay Focused in Meetings
How many meetings have you attended where people go off at tangents? It helps to be clear about the agenda before meetings, and make sure everyone knows what the objectives are. This will help you stay focused and keep the discussion heading in the right direction.

7. Clear Out Your Clutter
I know I can't work effectively if my desk is a mess with lots of paperwork everywhere. So once in a while I have a good clearing and sorting session, and I clear out the clutter on my desk, trays, drawers and files. It's amazing how much better I always feel once the clutter is gone!

8. Remember to Take a Break
We all tend to make more mistakes when we are tired or stressed, so learn to recognise the symptoms when you are flagging and take a break from your work. Yes Mom, I hear you... this is something I'm not so good at!

9. Don't Procrastinate
Tackle what's right now in the present and don't let procrastination get in the way. It's amazing how great it feels when you can tick off those items on your to-do list!

10. Adopt a Positive Attitude
Keep your mindset positive. See solutions instead of problems. See positives instead of negatives. Do your tasks with a happy heart, and smile!

"Values" is a little word with big implications. Having a clear sense of your core values is a prerequisite for living in balance and in harmony with your own needs. If your life is out of balance with your values, you can't be happy. When you talk about your values, you are not talking about something that you happen to enjoy or like to do. You may enjoy music and like swimming in the ocean, but these are not values. Your values are the things in your life that are the most important to you and that truly motivate you. There are Five Key Value Drivers that motivate people: Contributor—A contributor puts other people or an abstraction such as an organization ahead of himself. Leader—A leader needs to consciously act as a model for others, setting a good example for those she works with, and believes that she can be a source of inspiration to them. Winner—A winner takes great pride in personal success, accomplishments, goal setting, and planning. Adventurer—An adventurer requires a lot of risk in her life. She is not happy unless she feels that she is being challenged. She finds the risk invigorating. Creator—A creator expresses himself through being original. Creators like to be associated with ideas and be at the center of new developments. You are not one thing or the other. Everyone is made up of a mixture of value drivers to some extent. But each individual has one principle, or dominant, value—this is the main motivating force for the individual. You can recognize your own main value driver by the words and phrases you use to describe what is most important to you. Each value driver can be expressed in many ways. You may express your main value driver strongly through your job. You may also realize it through an activity, or a combination of activities, outside work. Your values are what drive and motivate you. One of your values dominates, and your life will only feel in balance if this main driver is fully expressed. Knowing what drives you is an important step to effectively expressing yourself.

People who practice personal accountability usually stand out in any organization. They display certain distinguishing characteristics that define how they relate to others in the organization around them. They define their relationship with the organization as a contribution toward the organization's goals. They acknowledge the impact that the quality of their work has on others. They answer for the success or failure of their own work.

Employees who practice personal accountability define their relationship with the rest of their organization in terms of a contribution toward the organization's goals. They display this characteristic in the way they describe the inputs to and the outputs from the work they perform. Input received from others is described as actions or needs that are part of a process. Input is not described as static documents or objects. The output from their own work is described as an input to the work of another member of the organization, or as a final product or service for a customer or client.

Another characteristic that distinguishes employees who practice personal accountability is their acknowledgment of the impact that the quality of their work has on others. They may describe how their work benefits someone else—a coworker or a customer—when the work is performed correctly. They may also describe how a coworker or customer is negatively affected when the work isn't done properly. Employees who practice personal accountability are willing to answer for their own successes or failures. They accept praise when they succeed and criticism when they fail. They don't try to shift blame for poor results or make excuses.

In the workplace, you may answer to feedback from supervisors, coworkers, subordinates, or customers. Personal accountability means being willing to answer responsibly to anyone who offers feedback on your work results. You need confidence and courage to answer for the success or failure of your own work. Many people are reluctant to seem boastful about their successes. They may be even more reluctant to shoulder the blame for a failure alone.

The characteristics of personal accountability are the behaviors that connect the members of an organization. Employees who care about and enjoy their jobs stand out from the rest. They exhibit the characteristics of personal accountability. Do you?

Credibility is the quality that makes people trust you and believe in you. If yours is strong, you'll be well prepared to persuade others. To enhance your credibility, you'll need to do the following:


Look the Part
The persona that you project speaks volumes about your credibility. Most business people are very open to—and place their trust in—a persona that projects warmth, professionalism, and intelligence. Other image factors that can affect your credibility are your dress and your posture. If your peers prefer formal attire, follow suit. If you want to project a powerful image, adopt a strong posture.

Speak the Part
You may look the part, but if you don't speak the part, you'll lose credibility fast. To enhance the oral aspects of your credibility, you should:

* Know your subject matter—Astute listeners know when someone is using words to cover up shortcomings in knowledge about a certain subject. If you want to increase your credibility, do your research on the subject matter you're supposed to be talking about. Ineptitude is almost as bad as lying.
* Use appropriate language—Use impact words that catch listeners' attention, but take care not to sound snobbish or pompous—or inappropriately casual.
* Control your voice—Do you know anyone whose voice is baby-like or, worse yet, makes her sound dumb? Control your voice by varying the inflection of your tone, using a lower pitch, and using a softer volume. Practice by reading newspaper articles out loud.

Walk the Talk
There is nothing more debilitating to your credibility than to say one thing and to do another. Do as you say and say as you do. Sometimes events may force you to do something other than what you've said. This is unfortunate. One of the best ways to avoid this is by not making any promises. A promise may be held as sacrosanct by many listeners, and breaking it will mean trouble for you.

By improving your credibility, you'll be better able to influence other people because they'll be more inclined to believe you and what you tell them. Even if you have authority, credibility is a powerful asset as you seek to accomplish your goals.

we are Always Learning...

Some of us "expand" our Vocabulary not just by reading, but also by listening to the spoken language - how certain words or phrases(expressions) are used in various contexts. That's a good thing. However, there is a concern!

What if the person you are listening to, mispronounces or misuses the word or phrase? For those who tend to "learn" this way, be careful not to blindly Emulate (follow) the "Example"!! (The example may not be right!)

Commonly "Heard" around our Premises:

"Wherelse"?? OR "Whereas"?

The correct word should be "Whereas".

Definition of: Whereas --> while on the contrary...

"Could you please repeat that again ..."?? OR should you just say, "Could
you please repeat that ..."?

Just say: "Could you please repeat that?"

(As you know the word "repeat" means "to say or state again". Using "again"
after "repeat" is therefore redundant.)

When people work together, conflicts are inevitable. Some company cultures tolerate more conflict than others. But in all cultures, resolving conflicts is the only way to stay productive and efficient. It's up to you to determine whether a conflict remains a small disagreement or erupts into an all-out duel. That's why it's important to be aware of the correct etiquette for handling conflicts. To ensure you're following the correct etiquette, you can follow the three steps described below to work through conflicts.


1. State a clear point of view.
The first step in working through a conflict is to state a clear point of view. Choose your words carefully. That way you can make your position clear without escalating the disagreement. When you're discussing your own point of view, avoid using the word you. For example, don't say, "You're always late completing your assignments." Instead, explain your point of view using the word I. You could say, "I'm frustrated when I don't have the information I need to do my work."

2. Explore what's happening in the conflict.
After both people in a conflict have clearly stated their points of view, the source of the conflict becomes more apparent. The source of the problem usually falls into one of four categories.

* Some conflicts arise because people are working from different sets of facts.
* Conflicts are bound to happen when people who are working together have different goals.
* Conflicts can happen when two people share a goal but disagree about the best way to get there.
* Sometimes people agree on a goal as well as the best way to achieve it. However, conflicts can still happen if people have different priorities.

3. Propose collaboration.
After you've clarified the source of the conflict, you should identify common interests. By offering to collaborate in working toward common interests, the conflict can be minimized. You're also building a more cooperative relationship.

If the other person presents a strong case, surrender is an option. But in truth, you'll feel defeated and resentful. If you defer to others in all conflicts, you'll be less effective getting your own work done. And if you resist making any concessions at all, you might get what you want—this time. But defeating every opponent is time-consuming and creates hard feelings. You won't win any friends this way. That's why collaboration is the best way to resolve conflict.

Workplace conflicts are often complicated. You won't solve them all with one simple formula. But you can keep many small problems from becoming big ones by following the correct etiquette for handling conflicts.

Chivalry in the business world isn't dead; it's just changing. Within a generation, the rules of etiquette that once urged men to fuss over women, have been turned upside down. It's now a level playing field, with women rightfully asserting their power and independence alongside men. Now women are extending some of those age-old courtesies to their male counterparts. Yet members of both genders are sometimes offended by such behavior. How do you know which civilities are off the map? And how should you respond to chivalry in any case? Welcome to the "new etiquette."

Chivalry for the 21st Century
Twenty-first-century business etiquette no longer makes a distinction between which gender should do what for whom and in which situations. Instead, the etiquette of chivalry has become gender-free. It's now a simple matter of courtesy. Whether a man helps a woman, or vice versa, depends on the situation and who's in need. For example:

* The person who arrives at the door first holds it for everyone else.
* The host, or whoever asked the others out for the business lunch, pays the tab.
* If someone's struggling with his coat, give him a hand. Otherwise, allow people to put their coats on themselves.
* A person of either gender typically appreciates an offer to help carry a heavy or awkward load.
* It's still considered polite to rise to greet someone, especially in business situations in which you're greeting a client or superior. However, it's not necessary to stand each time a woman returns from making a call or visiting the restroom.
* It's no longer necessary, or even acceptable, to presume that a female business contact needs help with her chair. People of either gender who truly need help will usually ask.

Chivalry you'd best forget
Obviously, things have changed, and for the better. It's much more practical to help someone based on that person's real need, rather than to offer assistance as a form of flattery or superiority. Nevertheless, there are forms of chivalry that should be avoided. For example, some people may skew what they consider to be chivalrous behavior, or they may take it to an extreme. Some types of "chivalry" to avoid include:

* consistently offering basic courtesies to one gender but not the other
* always having to be the one to offer the civility in the first place, which says to others, "Hey, look at how proper and caring I am!"
* forcing your chivalry on people when they don't want it.

How to respond to chivalry
Maybe you don't need or want someone else to be chivalrous. What's the appropriate way to respond to chivalry in this case? It helps to be understanding. Recognize the kindness when you see it, and thank the person for the gesture. Some people are compulsive do-gooders, and you just may have to accept that in some circumstances.

Chivalry is alive and well in the 21st century—and it's now easier to practice than ever before. Be courteous to others, but don't go overboard. Remember, chivalry is now gender-free. Keep the points listed above in mind when determining whether to act in a chivalrous manner—and accept chivalrous behavior in the manner in which it's intended. And get used to the age of new etiquette, because it has arrived in the workplace.

Have you ever received an email that you misunderstood? Unlike face-to-face conversation, email is very easy to misinterpret as there are no facial expressions or vocal cues to aid understanding. That is why it is important that any emails you send to customers in your role as Customer Support Specialist (CSS) are well-written and concise.

You can make your messages easier to read and understand by following a system of rules often referred to as email etiquette. In the support center, it is important that you are as comfortable communicating with customers using email as you are using the telephone.


When sending professional emails, you should:

* Use proper case: Correct usage of capitalization will make your message easier to read. In email culture, words written in uppercase are considered "SHOUTING."
* Review and check for spelling errors: Email language is usually more casual than that used in a formal letter, so it's easy to approach email communication in a somewhat sloppy manner. However, a misspelled word or the incorrect placement of a comma can change the meaning of a sentence. Most email software includes a spelling tool that checks documents for errors. You should always use this spelling tool to check your messages before sending.
* Ask the recipient's permission to send attachments: Attachments can create difficulties for email recipients. They can be incompatible with the recipient's software, as well as time-consuming to download. Also, some workplace systems place limits on the size of files that can be received.
* Send only worthwhile messages: Because email is so easy to use, users generate a large amount of unwanted email. Junk email, or spam, is annoying and time-consuming to deal with, and can also slow your server down. Most business people today are extremely busy and time-conscious. They generally do not wish to receive junk email or mail that is unrelated to their work.
* Include original messages when sending replies: Unless they are reminded of what the previous message was about, recipients can lose track of email discussions, particularly long ones.
* Make the subject line specific and eye-catching: If the subject line is specific, the recipients will have a better idea of how to prioritize your email among the many others that they receive. For example, the subject line on a reply to a customer query about software installation steps might read "Installing Software."

By following the rules for email etiquette, your messages will be more easily understood, you will save time, and the recipient will be more aware of your motivation and intentions.

It is important to practice the rules of email etiquette. The use of proper case, along with the practice of reviewing and checking for spelling, will make your email messages easier to read.

Remember to check with your recipient before sending attachments over email. Send only worthwhile attachments, include the original message with your reply, and remember to include a specific subject line. These are all valuable practices that will make your email easy to understand.

Serving Customers on the Information Expressway

The acceleration of change in today's society is having a huge impact on customer service.

What's different about the customers of today? Aside from the fact they are better educated than customers of the past, they are:

* Bombarded with far more choices due to increased levels of competition.
* Cashing in on an increasingly global marketplace that gives them even more options.
* Capitalizing on telecommunications and computer advances that are revolutionizing the way we do business.

With ways to transmit information instantaneously, customers expect quicker response times because their customers are pushing them to pick up the pace. Software now enables the company to track the whereabouts and progress of any item shipped.

Clearly, the consumers of tomorrow are being raised with constant, quick stimulation, and rapid response. These trends have "upped the ante" considerably. Competition is fierce. Customers expect us to work quickly and decisively on their behalf. They expect us to help them increase their market share and level of success.

The clothes you wear in the workplace are as much a part of business etiquette as the words you say or the actions you take. That's why it's important to carefully consider what you wear on the job. Your choice of clothing can send subtle but clear messages that reinforce the positive—or negative—impressions of others. When making decisions about how to dress on the job, you can ask yourself three important questions, which are listed below.

1. What's the dominant style of dress at my company?
The first question you should consider is about your company's culture. During the 1990s, the number of businesses that allowed workers to dress casually—at least part of the time—increased sharply. But different companies have different ideas about what's appropriate and what's too casual. Although some companies issue a written dress code, every company has an unwritten code that determines what's expected from employees.


Generally, there are four styles of attire appropriate in companies. They are, from most formal to least formal, traditional, professional, collegiate, and casual. Traditional business attire includes dark wool or wool-blend suits for men, and suits or dresses for women. Professional attire includes blazers, skirts, and dressy blouses for women, and sport coats and ties for men. The collegiate style includes khakis, denim shirts, casual jackets, and no ties, while the casual style usually includes jeans, t-shirts, and sneakers. Which style is most appropriate for your company?

2. What will my clothing choices say to co-workers?

This doesn't mean all your clothing choices have to reflect your company's style instead of your own. But it's important to recognize how your choices signal your attitudes to those around you. Different people you work with will interpret your clothing choices in different ways. Think about the signals your personal style sends. Does your clothing say you're one of the team, upwardly mobile, or a unique individual?


3. What risks am I willing to take?
No matter what image you choose, there's always a risk that someone you work with will be uncomfortable with your clothing choices. So the third question to ask reflects your goals. For example, if you're a manager who wants to get ahead, you may have to dress a little better than the rank and file to stand out from the crowd. If you want to stay in your current position for quite a while, you may decide to dress casually, like most of your co-workers.


And what if your personal preferences are vastly different from the prevailing style at the company? Shouldn't you express your individuality and dress the way you want? Well, a few eccentric geniuses and artistic visionaries can get away with ignoring the etiquette of business attire. Everyone else, though, should carefully consider the impact of their decisions.

Asking yourself these three important questions about clothing etiquette doesn't mean you can't express your individual style. But your answers to these questions will help you recognize the impact of your decisions on the people you work with. By asking yourself these three questions and carefully evaluating the clothes you wear on the job, you'll be meeting the requirements of business etiquette established by your company.

The first rule concerning customer expectations is: "there are no rules." Customer expectations can shift quickly and dramatically for a variety of reasons.

There are many factors that influence customer expectations, including:

* previous experience with your products or similar products
First impressions can make or break customer relationships. If customers love your product or a had a good experience with a similar product, they will have high expectations when they buy from you. If, however, they are disappointed by quality, performance, or service, they may abruptly switch to another source.
* the customer's state of mind (and state of business)
Economic and industry trends can change customer expectations. Economic trends can change perceptions about price and durability while industry trends can change expectations about quality and functionality. Another factor to consider is the changing needs of the customer—for example, a single customer marries or a married customer has their first baby.
* word of mouth from other customers
Customer expectations about your product or service are also influenced by word of mouth. When an existing customer praises your product, expectations rise. When an existing customer criticizes your product, expectations fall.
* the competition
If a competitor offers a similar product at a certain price, the customer will expect the same from you. If the competitor offers a special gift with a purchase, the customer will look to see what you might do as an incentive.
* your advertisements
When your ads tell people you perform to a higher standard, they will expect you to live up to the promise. If you under-promise and over-deliver, you'll gain customer commitment.

Customer expectations are ever-changing. Understanding the factors that influence customer expectations is essential if you want to anticipate customer needs and provide them with exceptional service.

“Service is in the Eye of the Beholder”

Perception is a critically important business concept, especially when discussing customer service. You might even say, "Service is in the eye (and mind) of the beholder," (the customer).

What the customer perceives is often more important than the reality of the situation.

Customer perceptions are created during an experience with your organization and after it, as well. There are three concepts that always hold true.

* Perception is based on how the experience measured up to expectations.
* Customers are happy if their experience is good.
* Customers are unhappy if their experience is less than their expectations.

There are no rights or wrongs to your customers' expectations. They just are, and there is little you can do to influence whether or not their expectations are realistic or unrealistic.

Perceptions develop from a person's background and previous experience. What one person sees as attentive service, another may see as inattentive.