Reference no: EM132969241

You have just made an informational presentation to a group of enrollees in your new benefits program. You represent the insurance company and will only be at this location for two days. One of the enrollees approaches you and starts to critique your presentation. You aren`t sure how to react. As you are formulating a response, he starts to cry.

Describe what you think might have triggered his initial critical reaction. Why do you think he started to cry? Describe how you would handle this situation with reference to including the steps in dealing with a challenging customer
Listen: Allow customers to express their concern or to share their side of the story.
Ask questions: Seek clarification of the problem. Determine the variables involved.
Show empathy: Attempt to understand what the customer is experiencing and take action to assist in resolving the situation.
Solve the problem: Determine the most appropriate solution to the situation. Use creativity and follow company policies as you seek to create a positive outcome for both the customer and your organization.
Follow up: Restate what has been decided and how the situation is being resolved. Ask the customer if he or she has any more questions.
End on a positive note: Thank customers for their understanding. Bid them farewell in an enthusiastic manner so that they remember the professional manner in which you resolved their problem. Customers are more likely to remember the end of an interaction than the beginning.