Page 102 - DENG401_Advance Communication Skills

Unit 4: Working with Customers

Notes
Calling Back
"During this five minutes grace, satish checked the records for Mr Gopal's recent purchases
and discovered he was a good, regular customer who paid promptly. He was not; therefore,
the sort of customer satish could afford to lose.

"As for his current problem, satish tried to sort out in his mind what he had told me.
Naturally, satish is bound to be defensive about his company, but with the best will in the
world, satish couldn't see why Mr Gopal was so irate.
"That said, satish knew that he had to take a submissive but firm approach with Mr Gopal.
If he simply rolled over, knowing the mood he was in, he would probably stop dealing
with my company for good. Similarly, if satish was too abrupt or rude, he'd take his
business elsewhere.

Handling the Complaint
"Satish took a deep breath and phoned Mr Gopal back. From his tone, he didn't seem to
have calmed down, but he took the initiative and asked him to confirm if satish understood
his problem correctly. Then he outlined what he'd gathered from the first call.
"He agreed with me, demanded to know what he was going to do about it, and started to
begin abusing the company again. At this point, satish decided to interrupt him. He did so
firmly, raising his voice slightly, and telling him he could solve the problem immediately
if he gave him a chance to do so. This stopped him in his tracks. Satish lowered his voice
again, but with the same firm tone, outlined in clear language what he would do and
when.
"Satish then paused to test Mr Gopal's reaction. 'Right', he said. 'But what else are you
going to do for me? After all, I'm one of your best customers.' I saw this as another chance
to seize the initiative and straightaway agreed with Mr Gopal. 'Yes, you are one of my best
customers,' satish replied, 'which is why I'm so disappointed that I've let you down on this
occasion.'
The Resolution
"Whatever the right and wrongs of the matter, this acknowledgement of satish culpability
did the trick. Even over the phone, he could sense the anger draining from Mr Gopal. He
still had a parting shot, however: 'he asked what else you're going to do for me,' he said.
'A ten percent discount on your next order,' satish replied without hesitation. This settled
the matter, and Mr Gopal even thanked satish when he rang off a few moments later.

Task
1. Discuss a case which describe a scenario with an angry customer
2. After the description, write what you would say to resolve the problem in person

4.7 Dealing with the Unexpected

Plans aren’t always carried out as expected. Shipments are delayed, a product is defective, or the
storeroom runs out of stock. Because scenarios such as these are common in business, anticipate
problems and unexpected obstacles, and develop backup plans if possible. Unexpected problems
in particular lead to frustration and disappointment. Although you cannot foresee every possible
problem, follow some basic guidelines to deal with unexpected events. Table lists the do’s and

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