1 Kazratilar

Angry Customer At Bank Essay

The customer may always right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked in customer service can tell you, customers can be downright unruly. Still, if you want to stay in business, you've got to deal with them. Finding techniques that help you disarm unhappy customers and win them to your site is the key to providing great customer service – even when you really want to kick nasty customers to the curb.

Continue Reading Below

Mike Effle, CEO of Vendio, a multichannel ecommerce solution, knows a thing or two about how to deal with difficult customers. He offers 10 tips on how to turn a bad customer service situation into an opportunity to improve your business.

First and foremost - listen. Do not try to talk over the customer or argue with them. Let the customer have their say, even if you know what they are going to say next, and even if they may not have all the information or be mistaken. As you listen, take the opportunity to build rapport with the customer.

Build rapport through empathy. Put yourself in the customer's shoes. Echo back the source of their frustration and show that you understand their position and situation. If you can identify with a customer's issue, it will help calm them down. If you verbally "nod" during the call, the customer will feel better understood.

Lower your voice. If the customer gets louder, start speaking more slowly and in a lower tone. Your calm demeanor will reflect on them and will help them to settle down. As you approach the situation with a calm, clear mind, unaffected by the customer's tone or volume, anger will generally dissipate.

Assume all your customers are watching. Pretend you are not talking only to the customer but to an audience that is watching the interaction. This shift in perspective can provide an emotional buffer if the customer is being verbally abusive and will allow you to think more clearly when responding. Since an unruly customer can be a negative referral, assuming they'll repeat the conversation to other potential customers can help ensure you've done your best to address their concerns in a calming way.

Know when to give in. If not satisfying the customer is going to take two hours and a bottle of aspirin and risk negative referrals, it is probably better to draw a compromise a bit more in their favor to give you more time to nurture your more productive customer relationships. Keep in mind that the interaction is not typical of most customers, and that you're dealing with an exception.

Never get angry or upset. If the customer is swearing or being verbally abusive, take a deep breath and continue as if you didn't hear them. Responding in kind will not solve anything, and it will usually escalate the situation in a negative direction. Instead, remind the customer that you are there to help them and their best immediate chance of resolving the situation - often this simple statement will help defuse the situation.

Never take it personally. Always speak to the issue at hand and do not get personal, even if the customer does. Remember that the customer doesn't know you and they're just venting frustration at you as a representative of your company. Gently guide the conversation back to the issue and how you intend to resolve it, and try to ignore personal comments.

Remember that you're interacting with a human. Everyone has bad days. Maybe they had a fight with their spouse, got a traffic ticket that morning or have had a run of bad luck. We've all been there, to some degree. Try to help make their day better by being a pleasant, calming voice – it'll make you feel good too.

If you promise a callback - call back! Even if you promised an update that you don't have yet, call the customer at the scheduled time anyway. The customer will be reassured to know that you were not trying to dodge them and will appreciate the follow-up.

Summarize the next steps. At the end of the call, let the customer know exactly what to expect and then be sure to follow through on your promises. Document the call to ensure you’re well prepared for the next interaction.

Copyright 2012 BusinessNewsDaily, a TechMediaNetwork company. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.

Advertisement

article

Barclays’ Internal and External Customers

  • Length: 2052 words (5.9 double-spaced pages)
  • Rating: Excellent
Open Document

- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - More ↓
Barclays’ Internal and External Customers

Barclays offers a wide range of services to both internal and external
customers. Internal customers are member of staff/colleagues that work
in an organisation. Examples of internal customers in Barclays
include: Small Business Managers, Customer Relations Team, telephone
operators, Financial Planning Managers, Customer Service staff,
Counter staff, Accountants, Consumer Relations Team, and Relationship
Managers. Externalcustomers are the majority of individuals who lives
in the local areas. Examples of external customers of Barclays
include: disabled people, elderly, foreign people, parents, couples,
widows, divorcees and students (from schools, colleges, and
universities).

Internal customers

Barclays has number of internal customers who works for them, and also
does banking with them. About 5% of accounts belong to Barclays’
staff. It is very important for Barclays to have internal customers
because, without them, the financial organisation will have
difficulties to meet the needs of external customers. For example, if
you image the organisation as an iceberg, only 1/10th is above the
water (the external customer), but 9/10th is hidden below the water
(internal customers) which, is supporting external customers. This
good example of importance of internal customers was extracted from
the following website:
www.citysun.ac.uk/newonline/customercare/task1/intro.htm. So, if you
remove the bottom half of the iceberg (internal customers), top half
of the iceberg (the external customer) will sink- in the other words,
the whole organisation will come to an end. It is important for
Barclays to treat their internal customers in the same way, as they
treat their external customers.

The advantages of having internal customers to employees:

* Better working conditions
* Better job satisfaction
* Less stress
* Having the ‘feel good’ factor
* Being part of a good working team

The advantages of having internal customers to the organisation:

* Less waste and stoppages
* Improved communications
* A happier workforce
* Fewer problems
* Increased customer loyalty
* Better service to external customers

The advantages of having internal customers to the external customers:

* A higher, sustained level of service
* Faster responses times
* Knows that the organisation cares

As a result, internal customer care is based on good manners, knowing
where your job fits in, working efficiently with colleagues, working
as a member of a team, and respecting colleagues’ needs and rights.

Organisations, such as Barclays believe that, there are three kinds of
attitudes and behaviours towards colleagues that would be essential
for quality internal customer care:

1. Caring for colleagues- this would include: making individuals
feel good- this will help them to work better, they would become
more cooperative, responding reasonably to their needs, and
accepting a sense of shared responsibility

2. Cooperating with colleagues- this would include: can get things

How to Cite this Page

MLA Citation:
"Barclays’ Internal and External Customers." 123HelpMe.com. 10 Mar 2018
    <http://www.123HelpMe.com/view.asp?id=47389>.

LengthColor Rating 
Essay about Investigating How Barclays Communicate With Their Customers - Investigating How Barclays Communicate With Their Customers There are different types of ways; Barclays can communicate both internal and external customers. If the bank is communicating with internal customers (i.e. employees), this is known as internal communication. If the bank is communicating with external customers (i.e. community, shareholders), this is known as external communication. Verbal communication The financial bank can use verbal communication to communicate with customers within the organisation such as, face-to-face conversation, and outside the organisation such as, dealing with customer’s complaint over the telephone....   [tags: Papers]534 words
(1.5 pages)
Strong Essays[preview]
Essay about Communicating with Customers - Communicating with Customers Whether a business organisation is communicating internally (employees) or externally (customers and suppliers), there are number of ways in which, communication can take place. They are: verbal communication, non-verbal communication, written communication, and technological communication. Verbal communication Verbal communication can either be done face-to-face or even over the telephone. An example of internal communication is having a one-to-one conversation with a manager....   [tags: Papers]808 words
(2.3 pages)
Better Essays[preview]
Different Types of Customers Essay - Different Types of Customers Business facilities are used by a wide range of individuals including those with special needs, such as disabled and deaf people. All of these people want a high level of customer service. To provide a high level customer service, I need to identify the following different types of customers: * Children * The elderly * Foreign customers * Physically or mentally disabled * The deaf * The blind * The know-it-all Children Businesses, such as Barclays need to treat children fairly because, they are tomorrow’s customers and businesses should treat them with care as they do to older customers....   [tags: Papers]810 words
(2.3 pages)
Good Essays[preview]
External and Internal Factors Essay - External and Internal Factors There are many external and internal factors that impact the planning functions of management. We must all be mindful of these factors because they could have an enormous impact on organizations productivity. The process of assessing the external and internal factors that an organization will face can be vital to the planning function of management. One must determine a set of issues and constraints and then list the assumptions that will impact the implementation of the plan....   [tags: External Internal Factors Management Essays]1045 words
(3 pages)
Strong Essays[preview]
Internal and External Violence Essay examples - Internal and External Violence Specific time periods, such as World War II, and the Post-Civil War era bring to mind images of hate, death, and violence. Not solely external violence or violence that is carried out, such as murders, war, or blatant displays of violence such as those in Ellison’s Battle Royal, but internal violence as well. Internal violence is more about the mind, a violence of emotion, though internal violence is closely linked to external violence. They are linked not only because external violence causes internal violence, but also because of the reverse....   [tags: Violent Violence Internal External Essays]
:: 1 Works Cited
1473 words
(4.2 pages)
Strong Essays[preview]
Effects of Induction on Customers Essay - Effects of Induction on Customers Internal Customers Internal customers find that the induction process makes sure that all are informed about the procedures and protocols of the department and helps them know what is expected from them. It gives them an introduction to the department and the area they are working in to help them get familiar. It gives them access to the IT systems that are routinely used. They get to meet key people with whom they will be working with, see the documentation and procedures they are expected to use and gives an opportunity to ask questions....   [tags: Internal Customers, Induction Process]
:: 4 Works Cited
917 words
(2.6 pages)
Better Essays[preview]
Essay on The Aims of Internal Marketing - The aims of internal marketing: Many commentators and marketing theorists have over the years been trying to provide a precise definition of the concept of internal marketing. Their efforts in doing so proved to be unsuccessful due to the development of different schools of thoughts with different opinions as to what constitutes internal marketing. Be that as it may; Wilson et al (2008, p.280); Describe internal marketing as; “A complex combination of strategies needed to ensure that service employees are willing and able to deliver quality services and that they stay motivated to perform in customer orientated, service minded ways.” They go on to suggest that; “By approaching human resourc...   [tags: Business, Employees, Internal Customers]1014 words
(2.9 pages)
Good Essays[preview]
Web Applications: OTRS User-friendly Interfaces for Customers and Agents - A trouble ticket system is a software system which works on multi-channel customer requests centralised management. It can help streamline work flow processes, track and solve requests more effectively and improve customer satisfaction. Ticket is this case is as same as medical report which records trouble description, process and result. Finally, it is archived after it closeshttp://doc.otrs.org/3.3/en/html/introduction.html. Open-source Ticket Request System (OTRS), is a free, open-source and AGPLhttp://www.gnu.org/licenses/agpl-3.0.html licensed software packages....   [tags: external and internal communications]650 words
(1.9 pages)
Strong Essays[preview]
Google's External and Internal Analysis Essay examples - Google’s internal structure stability can be influenced by external factors. To ensure the right decisions made, they must complete external and internal analysis. Google’s must contend with external environment influences, which are political, economical, and a technological. Day after day must be able to understand how the external environment influences can provide advantages to obtaining opportunities but on the downside expose the threats that Google has to overcome to be successful. For Google to maximize the market opportunities, Google must recognize its internal value, rarity, and organization....   [tags: google, google's threats, yahoo]
:: 6 Works Cited
879 words
(2.5 pages)
Better Essays[preview]
Barclays Essay - Barclays In this project I have been given the task of researching an industry that I have an interest in. There are three sections to this assignment, in which the first part requires me to undertake some secondary research on the sector, which I have chosen. Using secondary information from sources such as reputable newspapers, journals and industry reports with other various sources will help me obtain this information. In the second part of this assignment, I will be identifying the qualities, experiences and qualifications that are required by my chosen sector and this will be linked to the final part of th...   [tags: Papers]1283 words
(3.7 pages)
Strong Essays[preview]

Related Searches

Barclays         Customers         External         Internal         Wide Range         Customer Relations         Treat         Job Satisfaction         Small Business         Working Conditions        




done more easily and quickly, things will not get left when a
colleague is absent or ill, and doing things without waiting to be
asked

3. Communicating with colleagues- this would be include: information
reaching those who need it, a better understanding of what is
needed, quicker reaction, sharing ideas, and sending information
quickly and accurately

An internal customer has number of rights and responsibilities in an
organisation. If an internal customer is not taking his or her
responsibilities very seriously, it will have a major impact on the
external customers, and will affect whether they can come back, and do
business again. If a situation like this occurs, Barclays will have
bad reputation, poor customer service, and will lose most or all of
their external customers.

The rights of the internal customer are as follows:

* To be treated with good manners and respect
* Receive the information and support required
* Be trusted
* Express views and opinions (they should only relate to work)
* Ask for help and receive it
* Refuse demand which are unreasonable
* To make mistakes
* Care about customers
* Be treated equally and fairly

The responsibilities being an internal customer are as follows:

* Believe in the kindness of colleagues
* Listen to the views and opinions of colleagues
* Be approachable
* Share decisions about work
* Provide help as and when this is needed
* Avoid making unreasonable demands on colleagues
* Treat colleagues fairly
* Learn from mistakes and do it right the next time
* Meet customer needs
* Being flexible and provide support
* Work to good standard

External customers

Barclays has number of external customers, who does not work for the
organisation but, do banking with them. There are number of different
types of customers, who do banking with the organisation, e.g.:

* Foreign people
* Elderly people
* Blind people
* Deaf people
* Children
* Physically or mentally disabled

I have already explained each of these customers in detail, on pages
4-6.

Now, I am going to describe the main characteristics of different
types of customers:

* An aggressive customer
* An assertive customer
* An nervous customer
* An submissive customer
* An angry customer
* A complaining customer
* An elderly customer
* A foreign customer
* A blind customer
* A deaf customer

An aggressive customer

This type of customer demands what they want with little or no concern
for others. They can be angry, self-righteous, cynical, arrogant and
patronizing. Their behaviour may show glaring and severe eye-contact.
They would say: “You must…” or “There is no alternative…” Their
thoughts are: “I must be in control”.

To deal with this customer, staff member should always remain pleasant
and calm.

An assertive customer

This type of customer clearly asks for what they want in an
unthreatening manner. They are direct, open, stable, and relax usually
with a firm clear voice. They would say: “I think…”or “I feel...” This
type of customer listens to what the staff member have to say about a
product or service. They usually make up their own mind. They have
their own opinions but, thinks about the opinions of others.

A nervous customer

This type of customer may seem disturbed and nervous. They may show
this by putting their hands in and out of their pockets, and fiddling
with something, such as a clicking pen.

A submissive customer

This type of customer may avoid eye-contact and not look directly at
the other person. They will know they need a specific product but, may
ask staff what they suggest they should buy. They may not be able to
make a decision, after listening to staff’ advice, and may want staff
to make that decision for them. They would say: “er…er…” or ramble and
hesitate.

To deal with this type of customer, staff members should ask
questions, so that they will know what kind of product will be best
for their needs. Staff members should always find out what is best for
their customers so, as a satisfied customer, they will come back.

An angry customer

This type of customer is demanding or abusive. Staff members should
listen to what customers say, at all times. Staff members should be
sympathetic, and should never criticise their (customer’s) statements
and actions.

To deal with this type of customer, staff members should always remain
calm. Remaining calm will help this type of customer to calm down,
too. If it is a face-to-face conversation, take the customer to one
side, if the individual is disturbing other customers. If staff is
having difficulties to calm down the customer, they should call for
their supervisors, for help.

A complaining customer

This type of customer can be aggressive, for one of the following
reasons:

* Perhaps the customer is uncertain of themselves
* Perhaps the customer is shy
* Perhaps the customer know they damaged the product themselves, and
are trying it on

To deal with this type of customer, staff should listen to the
complaint without, disturbing the customer. Staff should remain calm
and this will calm down the customer, too. If the customer is very
upset, staff need to apologise to them but, should not accept
responsibility. If the customer is still depressed, staff should
follow the complaints procedure.

An elderly customer

Staff should treat elderly customers as they would do to other
customers. Staff members should always make themselves available, if
they ask for help.

A foreign customer

It is sometimes difficult for staff members to understand foreign
customers because, of their heavy accent and how fast they speak.

Staff members should listen to the customer patiently and should use
easy-to-understand language, without using specialised terms and
jargons. If it is a face-to-face conversation, staff members should
allow customers to direct them to the product they are interested in.
Staff members should write down anything that their customer can not
understand, such as price so they can read it. If the communication is
taking place over the telephone, staff members should send the
information that they (staff member and customer) have been taking
about to the customer, who will check it out.

A blind customer

If a blind customer comes in alone, staff should help and provide
guidance to the person. If it is a face-to-face conversation, staff
should not raise their voice to a blind customer because, it is wrong
and the customer is not deaf but is blind. Staff members should tell
their name as they approach to a blind customer. Their voice will
guide the blind customer. If the customer requires help, staff should
guide the customer with light pressure on their free arm.

A deaf customer

If it is face-to-face conversation, staff members should look directly
at the customer when they speak slowly and clearly, for them to lip
read. If the customer asks a staff member to raise their voice, do so.
Staff should use a notebook and pencil to write down anything
important for the customer to understand.

External customers are more important than internal customers to
Barclays because, there are more external customers doing banking with
the organisation than internal customers, and external customers is
the reason many organisations provides goods and services.

Barclays need to satisfy the needs of customers so that, they can come
back to use the service, again. This is known as repeat business. If
an organisation does not satisfy the needs of customers, customers
would become dissatisfied with the product or service, and will likely
to complain about this to the organisation.

I have listed some of the things that customers often complain about:

Services:

* Not as advertised
* Delayed
* More expensive than estimated
* Injurious to health

Products that are:

* In wrong size or colour
* Adversely affected by washing or cleaning
* Damaged or not functioning very well
* Dirty or scratched

Organisations, such as Barclays have a procedure for dealing with
customer complaints quickly, and efficiently. Barclays has a customer
complaint policy which is displayed on the website. It is
http://www.barclays.co.uk/contact_us/leaflet.html.

Small complaints are dealt by staff members, for example, a customer
complains that his or her fries are cold. More serious complaints, for
example a customer complains that his beer contains a fly, must be
referred to a senior manager.

There are six golden rules for staff member to remember when, dealing
with unhappy customers:

1. Show concern for the customer’s feelings- staff should be
sympathetic and listen

2. Note down any important details for the customer

3. Do not make excuses or try to cover up

4. Never lose your temper- it will only infuriate the customer more

5. Always inform the customer clearly about how the complaint will
be dealt with, how long will it take, and who will handle the
complaint- this will show customers that you care

6. If a customer is abusive or threatening, staff should seek
assistance from senior staff

Barclays knows that every customer have different needs because;
everyone is different from one and another. For example, the needs for
a wheel chair user would be, to have easy access into branches, and to
have large and clear signs for the individual to see and read.

Even though, we are all different and we have different needs, we have
same desires when we visit Barclays Bank, e.g.:

* we want to pay in money into our account by cash or cheque
* we want advice on financial and legal issues
* we want information on career in banking
* we want information in Braille, large prints and in different
languages

Whether customers are internal or external, Barclays need to build
good relationship with customer, for the following reasons:

* understanding customer needs
* always put customers first
* to establish customer satisfaction goals
* communicate in a positive manner
* make the buyer feel good
* zero defects
* smile to every customer
* display strong business ethnics
* if there a complaint, they should be all followed up
* a professional approach to complaint handling is important



Leave a Comment

(0 Comments)

Your email address will not be published. Required fields are marked *