I am, currently, in Northeast Ohio. Does anyone have a recommendation for Resume Services? I have seen a few that cost a considerable amount. I need affordable help tweaking my CV. I have a lot of experience but, am obviously not explaining myself well. Please consider that I am lower middle class. I would like to get to the next level but, can't currently spend the "affordable" $150/hr. Thank you, in advance, for any help.
I expect my employees to handle issues the way they would want someone to handle theirs. I expect them to follow policy but show compassion and understanding. If the customer is still unhappy or doesn't show my employee respect then they route the issue to me.
I would expect them to be polite and respectful. I would also expect them to handle the situation in a professional manner, and to stay calm under pressure. If the customer is being rude or disruptive, the employee should try to diffuse the situation by remaining calm and polite.
Just as they would with any other guest. Let them know you have their back. Stop by the table and see if you can get ahead of any problems.
I would say provide them with the tools needed to successfully navigate those interactions. Ex: soft skills training (scenario base examples are great), effective tone of voice, ensure they are up to date on relevant information to execute their customer service role, observe interactions and provide them with constructive feedback.
Lastly I would say, it wouldn’t hurt to occasionally take a look at the company’s processes to ensure they are not contributing to negative customer perceptions/experiences, which could possibly lead to difficult customer interactions.
As a manager, I expect my employees to deal with difficult customers by remaining professional and courteous. They should try to understand the customer's point of view and address their concerns, while maintaining a positive attitude. If the situation becomes too difficult or hostile, they should ask for help from a supervisor.
I expect my employees to deal with difficult customers in a respectful and professional manner. They should be patient and try to understand the customer's point of view, while also remaining firm in their refusal to do anything that is against company policy.
There is no straight answer to this . Every situation is different and requires tact or patience or assertiveness or a fine mix of all at the same time. Sometimes trying to appease a guest backfires as well as the guest is infuriated by you trying to simply calm the situation down whereas they are expecting you to act now . Stay calm, genuinely listen as the guest always has a reason for their complaint, provide the most suitable resolution at the time ensuring that your follow up phone call to them is to hear from them a THANK YOU for solving their problem and not another complaint.