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4 Tips For Dealing With Difficult Customers
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- the service rep went to step three by suggesting the solution of entering a unit price under the part number and total price in the special instructions field - this would satisfy the channel partner's need for price documentation and still accurately reflect that her company was shipping the sample free of charge.
- because of time zone differences, 3 days were consumed without approval - just as it seemed all was resolved, the channel partner requested the service rep to re-print the order acknowledgment with a lower price per unit.
- the service rep felt very frustrated yet immediately placed herself in a neutral position, and went back to steps one and two: the channel partner wanted to save money by paying less customs duties.
- under-declaring price for customs purposes is against company policy and against federal customs laws, so the service rep escalated the situation to her immediate manager and the regional sales director; they were able to convince the channel partner to accept the current sample order and approve shipment.
4) To follow-up, the service rep reflected on the series of events and realized
there was a lack of understanding by her channel partner of federal customs laws in her company's headquarters country, so as a follow-up, she asked her company's export manager to send a letter explaining the relevant customs laws.
- my recommendation is to also ask her company's operations department to set up an automated solution for future sample requests from international channel partners; generally, if one customer has a certain need or concern, there are also many others with the same need or concern.
These 4 steps can make your job much more fun as you become skilled in handling difficult situations. The customer depends on it! And so does your career and your company's long-term success.
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Lynn Hunsaker mentors executives in Customer Experience Optimization, to deliver brand promises, prevent customer hassles, minimize churn, & heighten sustained profit. Specialties include customer value guidance, touch-points, loyalty behaviors, internal branding, customer experience innovation, experience panorama, survey ROI, customer relationship skills, marketing operations, predictive dashboards, team recognition. She is author of 3 e-handbooks: Metrics You Can Manage For Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience.
Page 2
- the service rep went to step three by suggesting the solution of entering a unit price under the part number and total price in the special instructions field - this would satisfy the channel partner's need for price documentation and still accurately reflect that her company was shipping the sample free of charge.
- because of time zone differences, 3 days were consumed without approval - just as it seemed all was resolved, the channel partner requested the service rep to re-print the order acknowledgment with a lower price per unit.
- the service rep felt very frustrated yet immediately placed herself in a neutral position, and went back to steps one and two: the channel partner wanted to save money by paying less customs duties.
- under-declaring price for customs purposes is against company policy and against federal customs laws, so the service rep escalated the situation to her immediate manager and the regional sales director; they were able to convince the channel partner to accept the current sample order and approve shipment.
4) To follow-up, the service rep reflected on the series of events and realized
there was a lack of understanding by her channel partner of federal customs laws in her company's headquarters country, so as a follow-up, she asked her company's export manager to send a letter explaining the relevant customs laws.
- my recommendation is to also ask her company's operations department to set up an automated solution for future sample requests from international channel partners; generally, if one customer has a certain need or concern, there are also many others with the same need or concern.
These 4 steps can make your job much more fun as you become skilled in handling difficult situations. The customer depends on it! And so does your career and your company's long-term success.
Return to Page 1
Lynn Hunsaker mentors executives in Customer Experience Optimization, to deliver brand promises, prevent customer hassles, minimize churn, & heighten sustained profit. Specialties include customer value guidance, touch-points, loyalty behaviors, internal branding, customer experience innovation, experience panorama, survey ROI, customer relationship skills, marketing operations, predictive dashboards, team recognition. She is author of 3 e-handbooks: Metrics You Can Manage For Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience.
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