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01ST JULY 2013
COLL is YOU!
N. 1 | MONTHLY
On dealing with difficult customers. By S. Alves
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ello, this is the first number of our very own Coll Newsletter! It is a space to share experiences, knowledge and reflect on matters of our jobs. Do use it to express your opinion! Everyone is welcome! On this first issue there’s space for an interview, with ‘La bella Joana’ (get to know her better!), some matters regarding Quality, activities held during the previous month in the Collections Department, and some topics on staying healthy in the work place and how to deal with nervous customers! Hope you all enjoy! “Write to be understood, speak to be heard, read to grow” L. C. Powell Editorial by S. ALVES
his is a big issue during • Muscle tension; our daily work, and • Hand clenching/ here are some tips that tightening; may help us to better handle a • Jiggling/restless feet; difficult situation and get a better • Irritability/anger; result out of every contact! • Anxiety/nervousness; During the interaction with • Rushing; the customer’s complaint, it is • Snap/quick decisions; always important to monitor your It’s because you’re impatient. own tone of voice and volume. When you feel impatient, it’s Never raise your voice, as that important to get out of this frame can easily escalate into a shouting of mind as quickly as possible. match. Having a consistent calm Try these strategies: tone of voice will subconsciously Take deep, slow breaths, and encourage others to do the same. count to 10. Doing this helps Keep a complaint slow your heart log. If you see the The key to everything rate, relaxes your same thing popping body, and distances is patience. You up over and over, you emotionally get the chicken by from the situation. you can recommend a change in policy. hatching the egg, not If you’re feeling Don’t forget to by smashing it open. really impatient, thank the customer you might need to Arnold Glasgow for taking the time do a longer count, to speak with you and work to a or do this several times. resolution. Impatience can cause you to The customer has done you tense your muscles involuntarily. a favor. They have identified a So, consciously focus on relaxing problem in your business and your body. Again, take slow, deep they have given you the chance breaths. Relax your muscles, to keep their business by fixing it. from your toes up to the top of After the complaint is your head. handled, follow up and be sure Learn to manage your the resolution is completed. emotions. Remember, you have a If during the call you feel this choice in how you react in every symptoms: situation. You can choose to be • Shallow breathing (short patient, or choose not to be: it’s breaths); all up to you. 1 | 01ST JULY 2013