“From starting in NVM almost 4 years ago Reece was an integral part to our CS organisation. His technical knowledge is second to none and was always willing to help & add value to any customer conversations. He transformed the support organisation globally and was valued highly & respected throughout the business. He had a far reaching impact to the company due to his experience/knowledge and ability to speak to all levels and peers. Any organisation who has the benefit of his work ethic and personal skills that he brings to the role is very lucky in my opinion. ”
About
A highly accomplished commercially-focused business owner with a wealth of transferable…
Services
Contributions
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How do you manage service expectations and deal with difficult or demanding customers?
Matching the customer's frustration, tone, or aggression level will get you nowhere. Ever. Instead, once you've taken time to actively listen to your customer, share with them your plan of action and how you will personally work to get them a resolution. If the customer becomes aggressive, start by reiterating that whilst you do understand their complaint - you personally are not the cause .
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How do you manage service expectations and deal with difficult or demanding customers?
You may not be able to give specific timelines when the issue or query can be resolved, but you can always assure the customer of when you can next update them - and always remember that customers appreciate substantive updates, so when you do update them, don't just send a one-line "We're still working on it" style response, detail what you've done so far, the escalations you've commenced internally, the anticipated next steps etc. If your customer sees you're genuinely working to resolve their query, then their satisfaction will improve significantly.
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How do you manage service expectations and deal with difficult or demanding customers?
It's so crucial to listen to the customer, not passive listening - but genuine, active listening. Ensure you fully understand their frustrations and what has led them to the interactions you're now having with them. Repeating back some of the information they have shared with you will reinforce the fact that you have understood their concerns. Only once you've done this should you empathize with the customer, assuring them that you will work diligently to resolve their issue and that their interaction will lead to a resolution.
Activity
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I'm thrilled to share the case study showcasing how we maintain and recognise our company culture at The SaaSy People with Karma! We firmly believe…
I'm thrilled to share the case study showcasing how we maintain and recognise our company culture at The SaaSy People with Karma! We firmly believe…
Shared by Reece Couchman
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AI isn’t coming for customer service – it’s coming for the companies that don’t adapt. The strategies that worked last year won’t cut it in 2025. But…
AI isn’t coming for customer service – it’s coming for the companies that don’t adapt. The strategies that worked last year won’t cut it in 2025. But…
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Reminder! 🎉 Join us tomorrow at 2 PM for "Conquer Customer Service 2025: The AI-Powered Playbook"! Learn how to leverage AI for exceptional…
Reminder! 🎉 Join us tomorrow at 2 PM for "Conquer Customer Service 2025: The AI-Powered Playbook"! Learn how to leverage AI for exceptional…
Shared by Reece Couchman
Experience
Education
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The University of Wolverhampton
Completed Apprenticeship with RWE nPower as Avaya Voice Network Engineer as part of Degree
Licenses & Certifications
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7 people have recommended Reece
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