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Seb Anthony

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Best way to handle a situation where a National Customer Center Manager noticed that one of the represenatative is giving the customer wrong infomation? should he interupt and correct the info?!
Rania Mostafa

One Response

  1. Definitely Not.
    Absolutely not.
    Imagine the consequence.
    The customers faith in the representative is damaged.

    The customers faith in the company is damaged.

    The National Customer Manager has undermined the authority of the representative and probably also damaged his own relationship with the representative who will then be less willing to make an effort for him.

    What was the positive consequence of interupting?

    None at all, it was completely negative.

    And consider, what would have been the consequence of interupting only to discover that there was a local arrangement in place with the customer of which the National Manager was not aware.

    All of the above consequences still apply with the additional consequence that the National Manager has made himself look an idiot.

    Wait until the customer has gone.

    If from the subsequent conversation it proves that a mistake has been made then it is the responsibility of the representative to contact the customer to cure it.
    If the manager is not directive or bullying the representative may even thank him for bringing it to his attention.
    Peter Hunter


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