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Diana Boskma
Certified LIfe Coach, Connecting Life Coaching, United Kingdom
Diana has been a coach for 17 years as a a Mental Fitness Coach, Life Coach, Relationship Coach, Health and Wellness Coach, Fertility Educator, Breastfeeding Educator and Coach, Parenting Coach, Childbirth Educator and Childbirth Coach / Doula etc.
Tricky workplace situation handled
By this mentor in various human skills
1
- Janet seemed unsure, so I'm not sure what Janet could have said more. She didn't know whether Melissa was going to be able to help her. She could have asked for tech support and given a good description of her problem. Then Melissa would have been able to connect her faster.
2
- I think Sarah will not make a purchase. The reason is that she doesn't know why the 25% charge is there and cannot talk to anyone about it. She is left in the dark.
3
- Be upfront about the 25% fee. Then she could have decided right at the beginning whether she would be okay with that and not have a nasty surprise at the end.
4
- 1. speak slow. 2. speak clear 3. remain calm and friendly. 4. be willing to repeat myself many times. 5. do not use any sayings or difficult words. Keep it very simple.
5
- That can be really difficult. Sometimes something doesn't get delivered. The best way is to talk to the customers about it and find out what has happened, but there isn't always telephone contact. You can notice when a certain customer keeps having issues with their products.
6
- Probably about a 3. The customer agent went through the list of things that it could be, but I think it is good when they know that their end is working well first before looking at what the customer could have done better.
7
- When the customer knows what is going on this will keep them happier in the long run as they know they are not forgotten, that you are working on it.
