Instructions

Coping with Challenges: Ethics in Action (reference page 103 of text) Review the case study below. Write a one page Written Response to the questions listed at the end of the case study. COMPLETE this assessment in a Word document and upload it to the Dropbox. 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 as shown in your textbook. Payoffs of Coping with Challenging Customers Customer service providers must think of their customers as long-term assets! Keeping in mind that it is much easier to retain an established customer than it is to recruit new customers, the customer service provider should be extremely motivated to resolve challenging customers problems. Customers should be made to feel better at the end of an interaction than they felt at the beginning. It is easy to take care of customers when things are going well; it is when things become challenging that difficulties may arise. We learn to deal with conflict by confronting it. When we require ourselves to develop skills or to learn new information, we are creating an environment where we can become better at managing conflict. Challenging people are a reality of customer service! Knowing how to handle them appropriately can reduce both our customers stress and our own. By learning to cope with challenging customers, we become more effective and efficient assets to our company and the job that we were hired to perform.