4 answers
Alyaniz
Student
Waterbury, Connecticut
4
Questions
Asked
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How would a It Security Specialist handle a disruptive customer?
#custumers #itsecurityspecialist #job #securityspecialist
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4 answers
Alecia Woody
Customer Success Manager
38
Answers
Roswell, Georgia
Updated
Alecia’s Answer
Customers may be disruptive because they have issues that need to be resolved. So step 1 would be seeing what you can do to solve their problem. If you can't solve it, you may be able to advocate for a solution. Step 2 - sometimes a person just needs a listening ear. Step 3 - engage your manager on the escalation if needed
Hector Ho
Software Engineer
6
Answers
Derry, New Hampshire
Updated
Hector’s Answer
All Customers are important. There are a few things to always keep in mind:
1. When a customer is facing a problem with your product, it is in everyone's best interest if the issue can be solved properly and as soon as possible. It is good for the customer, as they can return to their regular work and for you and for your company, because every issue that is solved improperly or takes a long time for a proper resolution, will cause a negative impression on the company.
2. When dealing with customers in general, it is imperative to always be sincere, have good communication and communicate often. Giving wrong information or lying is the worse thing that can be done, as it reflects poorly on you and your company. Because it causes loss of trust in your company. If the customer doesn't receive a reply or thinks that you have forgotten about his issue, it can cause a bad impression to the customer.
3. It may look to some people that a customer is disruptive, but it helps if you try to put yourselves in their shoes, and you may see that they are not disruptive at all. They have a problem that needs to be solved. They may be getting pressure from their bosses. They have deadlines to meet, and the problem is preventing them from doing so. Sometimes they just need someone to be sympathetic and listen to them.
4. But then, there are cases that you have abusive customers. In that case, confrontation may cause more problems. Sometimes small talk, while waiting for a search or a process, can help deescalate a problem, as it reduces the tension on the customer, etc.
5. If you tried your best but you haven't found an acceptable solution, you can always as for help from other colleagues or your supervisor.
1. When a customer is facing a problem with your product, it is in everyone's best interest if the issue can be solved properly and as soon as possible. It is good for the customer, as they can return to their regular work and for you and for your company, because every issue that is solved improperly or takes a long time for a proper resolution, will cause a negative impression on the company.
2. When dealing with customers in general, it is imperative to always be sincere, have good communication and communicate often. Giving wrong information or lying is the worse thing that can be done, as it reflects poorly on you and your company. Because it causes loss of trust in your company. If the customer doesn't receive a reply or thinks that you have forgotten about his issue, it can cause a bad impression to the customer.
3. It may look to some people that a customer is disruptive, but it helps if you try to put yourselves in their shoes, and you may see that they are not disruptive at all. They have a problem that needs to be solved. They may be getting pressure from their bosses. They have deadlines to meet, and the problem is preventing them from doing so. Sometimes they just need someone to be sympathetic and listen to them.
4. But then, there are cases that you have abusive customers. In that case, confrontation may cause more problems. Sometimes small talk, while waiting for a search or a process, can help deescalate a problem, as it reduces the tension on the customer, etc.
5. If you tried your best but you haven't found an acceptable solution, you can always as for help from other colleagues or your supervisor.
Mervin Madarang
Cybersecurity
10
Answers
Raleigh, North Carolina
Updated
Mervin’s Answer
Listen, anticipate, and respond to the customers needs. Know your product and be able to explain them to the customer. Focus on fundamental execution, be accountable to follow through with a sense of urgency. Having the highest ethical standard is a competitive advantage to deal with any situation.
Gaurav Pahuja
Security Compliance
4
Answers
Fremont, California
Updated
Gaurav’s Answer
Best thing to do is listen in to the customer and understand his/her perspective and if you can do anything to improve their situation. If nothing can be done just acknowledging and listening and relaying you will take this back to your management.