at exclusive manufacturer websites. The internet is a good source for information about pallet trucks. Title: Handling Challenging Situations with a Customer-Focused Mindset Word Count: 899 Summary: Customer service often means dealing with angry, frustrated, or rude customers. Dealing with those customers effectively can often make or break a company. This article presents a five-step process for dealing with difficult customers. Keywords: sales, selling, customer service, customer, challenge, service, communication Article Body: Most Customer Service Professionals deal with many challenging customer situations. These situations may include: ò A customer who is upset about the quality or delivery of our product/service. ò A product return or a cancellation of services. ò Incorrect information given to the customer. ò A customer who is negative toward your company due to past experiences. ò Confrontational issues and conflict. ò Angry customers. ò Explaining a company policy or procedure. ò Fielding a request to escalate a call to management. The ultimate goal in these challenging situations is to provide a win-win solution. We want our customer to leave the interaction feeling listened to, well taken care of, and valued. A customer-focused mindset will have a tremendous impact on accomplishing these goals. Along with customer focus, an invaluable tool for dealing with challenging situations is the Five-Step Process. The Five-Step Process Have you ever been an upset customer, calling your product or service provider with a serious problem? If you receive a satisfactory resolution AND you feel listened to, well taken care of, and valued during your interaction, arenÆt you likely to consider doing business with this company again? The Five-Step Process will help us to provide our customers with this positive experience. Aside from reaching a win-win solution, the goal of the Five-Step Process is to leave our customers feeling listened to, well taken care of, and valued. LetÆs examine the specific steps of the Five-Step Process. Step 1 û Strategize How do you develop a strategy? ò Develop your goal for the interaction. What do you want as the end result? (i.e., save the customer, resolve an issue, etcà) ò Identify your parameters: what can you do or provide the customer independently or with your supervisorÆs approval? What CANÆT you do because of policy or business reasons? ò Prepare by identifying common problems and win-win solutions. Your strategy
piece
is
an
abstract
triptych
that
I
found
while
I
was
in
Atlanta
buying
religious
paintings
The
piece
was
called
Guardian
Angel
and
I
love
it
My
patrons
fell
in
love
with
it
as
well
They
have
asked
me
to
track
down
the
artist
and
see
if
he
has
anymore
religious
paintings
available
The
only
religious
paintings
that
I
actually
do
not
buy
are
ones
that
reflect
the
image
of
Jesus
on
the
cross
I
don’t
have
a
problem
with
them
some
of
them
are
extremely
well
done
and
would
more
than
likely
sell
well
but
my
investors
made
it
very
clear
when
they
financed
the
gallery
that
I
would
not
put
that
image
into
it
PPPPP
683
Ajello
Candles
The
motto
of
the
Ajello
Candle
Company
is
“It’s
better
to
light
a
candle
than
to
curse
the
darkness”
This
candle
making
company
has
been
in
business
since
1775
The
business
has
been
family
owned
for
seven
generations
The
candles
from
Ajello’s
are
well
known
for
their
beauty
and
quality
While
they
make
more
candles
now
than
in
1775
their
dedication
to
quality
and
to
customers
has
never
changed
The
Ajello
Candle
Company
was
founded
by
Rafael
Ajello
an
Italian
painter
He
was
also
a
beekeeper
so
he
tried
his
hand
at
using
bees
wax
to
create
candles
He
worked
hard
to
create
a
formula
that
worked
well
The
formula
combined
with
his
outstanding
artistic
ability
lead
to
the
birth
of
the
Ajello
Candle
Company
In
1785
the
company
earned
the
honor
of
creating
all
the
candles
for
the
Vatican
He
and
his
wife
ran
the
business
keeping
their
children
involved
in
the
processes
from
an
early
age
As
time
went
on
their
children
and
grandchildren
kept
the
business
running
as
well
as
passed
the
family
business
on
to
their
children
By
1862
the
company
had
established
itself
as
a
leader
among
the
candle
making
industry
They
had
also
added
perfumes
and
many
.
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