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Reggie Ramlochan
Founder I Certified Executive and Leadership Coach at Self-employed
Reggie is a seasoned coach specializing in helping senior leaders and executives discover and fulfill their potential. With 17 years in industries like Ammonia and Oil and Gas, and...
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Meet the mentor
Tricky Workplace Situation Handled
- Let people finish, do not assume and ensure your client is satisfied and gets what they want. Also being courteous and kind is important, also being accountable is a major viewpoint to be able to build and maintain customer loyalty.
- The customer felt rushed and unheard and even a number I would say.
- By having proper CSR training, learning to listen and putting the customer first.
- You hear what they want and don't want, you are able to build rapport, you can tell the mood of the conversation and you can make a closing sale easier.
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- I would bring story telling, role playing and real life examples that help to connect a situation with the outcome.
- Diversity and Inclusion can be encouraged through, education and projects. Letting people work together and create an outcome is powerful beyond measure.
- It is because we value all the inputs and understandings. The more competence and views we have the easier problem solving is and innovation follows right after.
- Competence, different perspectives, empathy, innovation and problem solving.
- I would use the experience I had working with a team from Bangladesh and Nigeria to deliver a project. We all were not immune to the language barrier but by having meeting structured and giving people time to speak and clarify their position it worked amazingly.
- I would say I apologize for the inconvenience and offer maybe a free meal or other incentive to make that wrong overturned and the experience a success.
- I usually want to be empathic because understanding their experience is important. If i know how they are affected I would be able to know how I can fix the issue.
- I am so sorry this is unacceptable I will have the team look into it right away. Please if you wish to lodge a formal complain I would not blame you but in the mean time how may I help you relax until we get this sorted out?
- I will check on this for you, in the mean time might I interest you in a complimentary drink from our drinks list?
- I'm sorry you have to pay additional fees but let me check if this was communicated to you first prior to booking and we will work from there to help you the best way we can.
- Empathy isn't always easy but if I had to teach it I would ask someone to go back to a time when they needed help and someone did not offer it, how did it make you feel and what would you have liked to be the outcome. Then i would ask them to think in the way they thought when dealing with a customer.
- The price, space and quality of ride.
- They can show the value of the vehicle and provide a suitable vehicle. Also the dealer can ask the customer what they are looking for and provide a good working vehicle with it.
- Yes I ensure the customer understand that their feelings are valid and I am here to help
- Yes by becoming better at listening.
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- I would ask them to reflect on an experience they had and how it turned out and then ask them to say what and how they would have liked to be treated.
- The first thing I would like to do is find out what positives we share together and how we can use those similarities to bond. A lack of communication does not have to mean hostile it can be a comprehension problem. Therefore I will look for common ground in the person's understanding frame and connect in such a way that makes the vision and goals achievable. This may sound counter intuitive to the role of collaboration but if we can understand the objective or target then maybe we can focus on the results and get the job done. Another point maybe to work through someone who actually communicates well with that person and thereby increase communication through a 3rd party.
- 1) Remember that the enemy is just another person. 2) Hook onto the one thing that you like and respect about the person. 3) Turn them around 4) Separate the person from their work personality.
- I would honestly be a bit apprehensive, if there is no way to work with someone else I will have to prepare myself for the opportunity to grow through the situation.
- I would have to say what is holding me back currently is finding common ground because the person is not goal oriented, so it is hard to deliver on my responsibilities.
- I can use story telling, empathy and experience to teach someone how to reflect and reframe the situation to be positive.
