Page 103 - DENG401_Advance Communication Skills

Advanced Communication Skills

Notes don’ts for dealing with the unexpected. One of Quest’s travel partners in the Delhi has suddenly
gone out of business, leaving hundreds of Quest clients without a place to stay in Bangalore.
Nancy McDonald helps you confront this unexpected event and solve the problem.
1. Take responsibility: When suddenly inconvenienced, your customers expect you to resolve
the problem as quickly as possible. Regardless of who or what caused the problem, accept
it as your responsibility to correct it. As a professional, don’t blame others or complain
openly to customers about the circumstances. Note: Taking responsibility can often diffuse
a tense situation.
2. Show enthusiasm: Attitudes are contagious, and often your customers take their cues
from you. If you are caught off guard and assume a frustrated look and attitude, those
around you will probably respond the same way. Instead, smile and be optimistic.
Acknowledge the problem, and let everyone know you are going to solve it. Your customers
will appreciate your professional attitude and be more likely to cooperate with you.
3. Keep the customer informed: Customers are usually aware of an interruption in normal
services. Unless you need to keep the problem confidential, let the customer know the
facts and explain the steps that you are taking to resolve it. Also let them know what they
should do until the problem is solved. For example, you can say, “The hotel has closed
unexpectedly, and we are finding other rooms for everyone in Bangalore. Stay near the
dock so we can transport you to your new hotel.” See Figure.
4. Ask for help: Unexpected events can be overwhelming. If necessary, ask others for help
resolving the matter. Coworkers, supervisors, managers, and others can assist directly or
cover your normal responsibilities while you solve the problem. Be sure to thank people
when they go out of their way to do so.
5. Ensure health and safety: During an unexpected event, especially those involving weather
and travel, your first obligation are to ensure the health and safety of yourself, your
customers, and those around you. Follow your organization’s emergency procedures, call
for the appropriate authorities, and look to the needs of others. Note: Know who to call in
an emergency.

Notes Dealing with the unexpected do’s and don’ts
Element do don’t
Responsibility Take responsibility for the Don’tcomplain or blame others
problem no matter who or what
caused
Enthusiasm Acknowledge the problem Don’treveal your frustration or
Show enthusiasm about solving fatigue
it Don’tstop brainstorming ways to
solve the problem
Conclusion Explain how you will help Don’tminimize their problem,
Connect the customer to even if it is common
someone who can help Don’tforget to thank the
Demonstrate that you take their customer
concern seriously

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