...I would answer the Americans and Londoners I can usually determine whether or not the caller is angry within the first few seconds of a call. When I come across an angry caller, it is important to simply listen to them before trying to defuse the situation. The caller may just want to vent his frustration. Sometimes, after a caller is given the chance to express displeasure, they will apologize and allow us to solve the problem with no further anger. While the caller is speaking, it may be helpful to jot down the major points of their problem on your notepad. Angry callers tend to go on tangents. Keeping notes will help you to find an answer to the problem more efficiently and will also allow you to maintain your focus. If the caller is threatening you, using violent language or swearing, follow your company’s policy guidelines for handling difficulty customers. If your guidelines allow you to end the call when they cross the line, by all means, end the call right away. It is important to stay calm during a call to prevent the situation from escalating. Here are a few ways to try: 1. Focus on using an even tone while you speak. Using an agitated or angry tone will simply infuriate the caller even more. 2. Remember that the customer isn’t angry at you. It is the situation that is making the caller angry. 3. Put yourself in their shoes. How would you feel if this happened to you? Having a little bit of empathy for the caller can go a long way. 3. Take a few deep breaths to calm...
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...Got a call back first week in January 2014 Was told I needed to have passport to proceed further did that. Got a second call back the following week and was asked 4 questions. What to do if a passenger appears intoxicated? What to do if a child was asleep on the floor while the fasten seat belt sign is on? How would you handle a passenger in a situation where the food item they wanted was not available? How would you handle a child running down the isle? Then I was asked 4 more questions on that same call A time you went above and beyond for a customer? A time when you persuaded others to do something new? A time when a co worker was being unfair or dishonest? How would you deal with a difficult customer... and how did you handle it, what was the outcome? I got a call back the next day and was invited to a face to face interview for the following week. About 60 of us met at 7:30 am in the lobby of delta facility. *REMEMBER TO SMILE THE WHOLE WHILE AND INTERACT WITH AS MANY PEOPLE AS YOU CAN* Also please dress neat and business like do not wear a suit that is to tight have nails done and look sharp. You go across the street to another building where you are met by about 20 experienced Delta Flight Attendants and a few HR people who line the walls of the room. You are then serenaded by the crew totally awesome! then led into a room where you will introduce yourself and tell if you speak another language and what work you are currently doing. We were divided into...
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...elaborate point systems that reward loyalty. Enhanced customer communications approaches include: Providing customer feedback forms • asking about customer needs in general when customers call with problems • Training call-center staff to handle disputes uniformly and constructively • responding directly to customer feedback • demonstrating how the company listens to its customers • encouraging a service culture throughout the organization. * Listening skills * Analytical and problem solving skills, team work. * Have to be able to communicate information to patients effectively. * Be able to effectively communicate leads to better understand of the patients and population. * a. Know how to determine issues better. * b. You need to know how to address, and handle issues better. Strategies Strategies for improving customer relations and building customer loyalty range from simply opening up communications channels to implementing elaborate point systems that reward loyalty. Enhanced customer communications approaches include: Providing customer feedback forms • asking about customer needs in general when customers call with problems • Training call-center staff to handle disputes uniformly and constructively • responding directly to customer feedback • demonstrating how the company listens to its customers • encouraging a service culture throughout the organization. * Listening skills * Analytical and problem solving skills, team work. * Have...
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...Delmi Cornelio Human Resource Management TRANSLATING STRATEGY INTO HR POLICIES AND PRACTICES CASE: The Hotel Paris 1. A front desk work sample test could include the following: a. The speed of checking-in or checking-out a guest. How fast the candidate checks in and checks out a guest. b. Welcoming guests politely. c. The quality of calls that are answered. Are calls answered with greetings according to the time of the day? Are calls answered with a friendly tone and attitude? d. Answering questions to guest in a very professional manner. This includes having great knowledge of the region and main attractions within the local area. e. Capability to handle any reservation conflicts and find the best solution. f. Ability to handle dissatisfied guest. g. Making use of the reservation system. 2. Two possible personality test questions. Lisa is looking for high-morale, patient and people-oriented employees, so she might consider using Myer Briggs personality test type of questions. The following 2 questions could be considered on the test. a. Do you find it easy to interact with strangers? b. Do you find it difficult to keep a cool head in conflict situations? 3. Other test that I would suggest to Lisa are the following: a. Using IQ assessments will demonstrate candidate’s ability to thinks quickly and understand what they read. This intelligence test will be helpful in finding candidates that will respond appropriate...
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...Translating Strategy Into Hr Policies and Practices Case Delmi Cornelio Human Resource Management TRANSLATING STRATEGY INTO HR POLICIES AND PRACTICES CASE: The Hotel Paris 1. A front desk work sample test could include the following: a. The speed of checking-in or checking-out a guest. How fast the candidate checks in and checks out a guest. b. Welcoming guests politely. c. The quality of calls that are answered. Are calls answered with greetings according to the time of the day? Are calls answered with a friendly tone and attitude? d. Answering questions to guest in a very professional manner. This includes having great knowledge of the region and main attractions within the local area. e. Capability to handle any reservation conflicts and find the best solution. f. Ability to handle dissatisfied guest. g. Making use of the reservation system. 2. Two possible personality test questions. Lisa is looking for high-morale, patient and people-oriented employees, so she might consider using Myer Briggs personality test type of questions. The following 2 questions could be considered on the test. a. Do you find it easy to interact with strangers? b. Do you find it difficult to keep a cool head in conflict situations? 3. Other test that I would suggest to Lisa are the following: a. Using IQ assessments will demonstrate candidate’s ability to thinks quickly and understand what they read. This intelligence test will be helpful...
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...Memory Management in Mac OS Memory Management in Mac OS Mindfire Solutions www.mindfiresolutions.com March 6, 2002 Abstract: This paper discusses memory management by macintosh operating system. This paper is a summarized form of “Inside Macintosh: Memory” and is directed towards developers who are new to Mac development but had previous development experience on other operating system. After going through this article you will be familiar with memory architecture in Mac, ways to allocate and deallocate memory, using temporary memory, A5 world, heap management, heap zones, heap fragmentation and several other features provided by memory manager. MEMORY MANAGEMENT IN MAC OS.................................................................. 1 ORGANIZATION OF MEMORY IN MAC OS ......................................................... 3 The System Heap ..................................................................................................... 4 The System Global Variables................................................................................... 4 ORGANIZATION OF MEMORY IN AN APPLICATION PARTITION 1...................................... 4 The Application Stack 1........................................................................................... 6 The Application Heap 1........................................................................................... 6 The Application Global Variables and A5 World 1 .................................................
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...low utilization of employees. Third, BAs’ and CSRs’ improper operations result in the delay of callbacks. BPO launched a six sigma project to obtain the result of baseline performance metrics and the data of variances in processes. They also draw a process map to try to find the bottlenecks of the operational processes and to solve problems. In order to develop an accurate and detailed process map, Jerry directly interviewed people who were familiar with various parts of the process. The Database Update process had too many steps, the more steps, the larger chances of increasing variances. For Participant Care process, most CSRs’ shifts were end before 6:00pm. Just two were end at 8:00pm. However, after 6:00 pm each hour had over 10 calls. It was difficult for just...
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...them, they were all private user based. If someone wished to speak with another person they would pick up their end and whistle into the receiver until someone on the other end answered, that was the very first introduction of the telephone ring. This was of course replaced with the bell sound, which is still being used to this date although it has changed quite a bit from its creation. After the bell was created people wished for a way to turn it off when not in use, thus the switch hook was created, which aloud you to turn the device off while no calls were coming in. With all these new advancements added to it, it was only a matter of time before some combined all the telephone wires into one central hub. But as this new device took off, it required that each telephone be connected to every other telephone that person wished to speak with. All these lines came together at a central hub, where employees would receive the call phone operator A, be requested to be transferred to operator B’s line. Over the first few years of these new hubs and allowing people to transfer them this way, required many employees to...
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...communicate with simplicity and clarity in according to Grandma Rule. I believe this information is useful for the application of Grandma Rule and for improve the quality of the customer services unit. * Preferring email communication It is interesting to read that Half.com prefers that the customers should submit their inquiries through email rather than by telephone for purposes of saving the time. Furthermore, in email, Ryan stress level may be lowered than those jobs where employee had to face the complaint in person. * How Half.com handle the fraud It is very interesting how the half.com promptly handles the customer complaint and charge the seller for any delay or negligence. The complaint handle process provided default provisions by that customer can recover the refund if the seller doesn’t reply to customer complaints within five days. Therefore, it is helpful for add some procedure in detail job responsibilities how the agent should act in such circumstances. * Time Management The most important thing that I found in the case that half.com has very good time management system for the employees. Ryan loaded the bunch of 10 emails which he completed it within an hour and he once again loaded another bunch of 10 emails. The technology used by half.com for time management is effective for managing and prioritize the customer inquiries. The customer service center may be using the different software to...
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...providing quality care to a city’s residents through multi-year contracts of service. Another industry undergoing changes in tangent with private EMS is city funded Fire & Rescue services, an industry with very high operation and labor costs. Statistically, there are fewer fires each year with slightly over 1 million structural fires in the US in 1977, there were only 484,500 in 2011, a drop of over 50% (NFPA, see appendix for graph), yet a city cannot just release its firefighters. In order to justify the expense of keeping firefighters on the payroll, many cities across the country have implemented cross-training programs for EMS, also taking note of the moneymaking potential, turning many firefighters into EMTs and paramedics to handle 911 calls(Sundance). The degree of implementation varies across the country, but it has already caused many conflicts with privately run EMS. This can lead to many compromises in patient care. These two converging industries raise a few questions about...
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...Williams’s assistant in the office. This patient that has called in could be on restriction from receiving these medications he has requested and found a chance to get a refill because a new person took the phone call. There are questions to be asked when trying to understand the situation that the patient gives. Why didn’t the patient prepare for his trip in advance instead of waiting until the last minute to call in and get a refill for the requested medications? He could have given a time frame of 30 minutes so that Mr. McCall would not have time to consult Dr. Williams before making an ethical decision. There would be no difference if the medication that was being requested were for control of high blood pressure that the patient critically needs on a daily basis. Any type of medication request would need to be authorized by the doctor first. Dr. Williams could have changed the type of blood pressure medication that this patient needs or he may want to try the patient on a different type of medication when this patient’s medication refills are gone. You can never assume that the patient knows his or her doctor’s intentions. Mr. McCall does not have the final say in issuing any type of medication without first consulting with Dr. Williams. If Jerry calls in the refill for the patient and the patient has an adverse reaction to the medication while flying, Jerry is not protected from a lawsuit under the doctrine of respondent superior. This could result in a malpractice...
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...the acquisition of calibre system inc. by federal express, FedEx is an organisation that never sleeps and for which every minute counts. On the peak days between Christmas and New Years Eve. It typically ships more than 8 million packages .Efficient customer service is extremely important for staying in this highly competitive global shipping industry. Incoming telephone calls at FedEx customer service centre in Fullerton, California, never stop. FedEx installed software that reps the call centres can use to provide faster service. Many of the callers are already registered in company’ data base. The software, a rep can handle such a request in 20 seconds. The needs to do are enter a name, which lead to a zip code, which in turn leads to a tracking number .The number uniquely identifies the package. An experienced and efficient rep can handle about 10 callers in 45 minutes. At least six of ten callers would use their computers to go to Fedex‘s web site and solve their problem by themselves. Customers decide to use the company’s web site instead of telephoning. The Company’s website handles an average of 60million requests to track packages per month. In 1971 as Federal Express Corporation, the company was keen of information technologies, but over the years it used an increasing number of disparate systems for different business purposes such as ground freight...
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...Introduction Crowne Plaza Mutiara Hotel is the hotel what I chosen for my industrial training. The training was started on 04.01.2010 until 21.05.2010.As we know, training is an important process for us to experience a real working life and improve our skill, especially for hospitality students. In my humble opinion, the hospitality study without industrial training is just theory, I appreciated the chance that to be guided and trained by qualified trainers. The reason why I chose Crowne Plaza Mutiara Hotel as my internship placement are the fame of this five stars hotel and the location of the hotel.It is a business hotel which is located at the golden triangle of Kuala Lumpur, near by KLCC and Pavilion Shopping center. I like the working environment. The people there are willing to train trainee and willing to let us leaning. The training department allows me to require to different departments. They provided a good learning and working environment to trainee. The contents of this report are acknowledgement, introduction, Crowne Plaza Mutiara Hotel profile, the departments that I joined and a conclusion. I was gone to four departments during five months training which are Banquet Department, Housekeeping Department, Sales & Marketing Department and Front Office Department. There are some descriptions of every department, my duty and responsibility, difficulties and learning outcome. From my point of view, writing this report is for me to record what I did during...
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... 1. What information does a technician need to obtain from a customer in order to do effective troubleshooting? The technician must learn the details of the problem from the customer. The technician should get contact information, a description of the problem, and details of any recent changes. 2. What is a closed-ended question? Give an example. Closed-ended questions focus on getting a specific piece of information. The customer should be able to respond with “yes” or “no”. Example: “Did the PC make any beeps?” 3. What is an open-ended question? Give an example. Open-ended questions allow customers to explain details in their own words. Use open-ended questions to gain general information. Example: “How has your PC been behaving?” 4. How can a technician improve his, or her, workstation ergonomics? a. Place headset and phone within easy reach. b. Adjust height of chair, and position of computer screen to be comfortable. c. Place keyboard and mouse in a comfortable position. d. Minimize external distractions. 5. What data, found by a technician on a computer, would be considered to be illegal content? Child pornography, and similar material, is illegal and the technician should document everything and contact a first responder. 6. What is meant by the term Cyber Law? Cyber Law is the term used to describe laws – international, national, and state - that affect computer security. 7. What is computer forensics...
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...communication play in your day-to-day work activities? The role that business communications play in my day-to-day work activities is it shows me how important communication is. That role is important because we have to have many types of communications to be successful. In order to run our business, communication play the most important role so that we know who is doing what. Communication with just anyone is not as important as it is to take or make a business call and handle it on a professional level. How does it help you manage your daily activities? Communication helps to manage my daily activities simply by letting anyone who needs to know, where I am at and what I am doing. Communications also allows me to set up any necessary appointment; personally as well as for our business. Communication with companies tells me what jobs need to be done and which truck to send out for that job. In addition to any business, the telephone handles all business calls that any business has to take care of daily. Scheduling of business calls and appointments is simplified by communication. What trends have you seen in your current or previous workplace? The trends that I see in my current workplace is simplicity. My husband get the call to tell him what job site to show of for, we decide which truck needs to be there. We then call our driver to send him or her to the job site. Without communication, this would be impossible to accomplish. The more communication there is about...
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