I have been teaching one of my classes from a new textbook lately (hey, Macmillan, name check: The Business) about customer care - dealing with complaints on the phone and by email. I have tried to insist that they do not accept personal responsibility or comment; listen and empathise with the issues; react sympathetically without risking getting the sack (ie giving the customer too much); letting the customer gain satisfaction & have the last word...generally being professional and courteous, not panicking.
My friend Dan Lonigro works in crisis prevention, and his blog features here in the margin (right). I saw this story about a musician whose guitar got smashed by an airline...after a year trying to get some compensation and the airline being 'deaf'... funny cheap video but a very expensive one for UA!
Excellent.
English language school in the heart of the Japanese Alps, and English language learners sharing their experiences online. Teachers post regular items about teaching, learning tools, events in the school, their day to day experiences living & working in a foreign country. Students post on whatever takes their fancy - book reports, festivals in home towns, postcards from business trips etc. A little Brit of England in the guts of Japan!
Thursday 23 July 2009
Subscribe to:
Post Comments (Atom)
Luna QR
Point your mobile phone at this http://www.at-ml.jp/59329 |
No comments:
Post a Comment
By all means leave your comments - please do not be offensive, abusive, or rude. We ask you to sign your comment as well, please.