Yikes! How Would You Have Handled This?

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Discussion Overview

This thread centers around a participant's experience with a late customer care call that was met with a negative reaction. Various participants share their thoughts on handling such situations, discussing the appropriateness of calling at certain times and personal experiences related to late calls.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Debate/contested

Main Points Raised

  • One participant, identifying as a consultant, expressed feeling mortified after receiving a rude response during a late customer care call.
  • Another participant shared their experience of making calls between 7 and 8 PM due to personal preferences and suggested that the rude response might have been due to the recipient being in bed after a long day.
  • Several users mentioned that it is important not to let one bad call discourage future outreach, with some suggesting that the participant should shake it off and move on.
  • One participant suggested sending a note of apology instead of calling again, indicating that many have experienced similar situations.
  • Another participant noted that 9:03 PM is not too late for most people, advocating for moving on from the incident.
  • Some participants reflected on their own experiences with late calls, noting that opinions on the appropriateness of such calls vary widely.
  • One participant mentioned that people may not take late calls as personally as others do, suggesting that the recipient might not even remember the interaction.
  • Another participant recounted a similar experience where they felt a late call was inappropriate and expressed their preference for not receiving calls at that time.
  • One participant argued that after 8 PM, people may perceive calls from unknown numbers as telemarketing, which could lead to negative reactions.

Areas of Agreement / Disagreement

Views differ on the appropriateness of making calls late in the evening, with some participants feeling it is acceptable while others believe it is not good practice. No clear consensus emerges regarding the best approach to handling such situations.

Contextual Notes

Participants shared personal experiences and opinions regarding customer care calls, particularly focusing on timing and the reactions of those receiving the calls. The discussion reflects a range of perspectives within the consultant community.

Who May Find This Useful

Consultants who engage in customer care calls may find this discussion relevant as it highlights various experiences and opinions regarding timing and handling negative interactions.

pamperedmom2owen
pamperedmom2owen
Messages
92
I was doing customer care calls the other night it was almost nine, so I decided to make one last call before calling it a night. So I called this guy and when I told him who I was, he asked if I knew what time it was. I looked at my computer and said, 9:03. He then told me I had a hell of a lot of nerve calling at this time of night. :eek: I apoligized, wished him a good night, and hung up. I'd never met him, he was an order from a catalog show. At first I was going to call the next day and apologize again, but now I think I'm just going to drop it. What would you have done? I was mortified by the way. Haven't had the guts to call more guests yet. :(
 
Don't get discouragedBrooke,
Don't let one bad call steer you away from making other calls. I try to make all my calls between 7 and 8 only because I am a mother of 2 small children, and I do not like people to call my house after say 8:30. You may have just caught him at a bad time. Think about it, maybe he just worked 2 double shifts and he had just gotten to bed. Customer Care Calls are very important to your business, don't let one bad call make you stop making them. I personally wouldn't call again even to apologize, you already apologized. Don't set yourself up for another lashing. Hope I helped.

Debbie :)
 
I would just shake it off, and don't let it bother you. You can call him and apologize at a different time if it will make you feel better. Remember men don't normally take things as personally as we do (at least the ones I know don't) so he may have not even have given it a second thought. Don't worry most people aren't like that.
 
Send a letterIf you are still a bit leary of calling him again, you might try sending him a note apologizing for catching him at a bad time. Let him know that you would still love to do business with him in the future and let it go. Depending on how bad you feel, you could even slip in a Season's Best cookbook :) We have all had those types of phone calls but you just have to pick yourself up and say....NEXT!
 
9:03 is not too late to call for most people. I would shake it off and move on. As someone said, if you want to send an apology email or note, do that, but I would not call back. (Just my opinion)
 
I agree with what everyone said. Just shake it off and move on. Not everyone is going to be easy to do business with or even deal with. This stuff happens to everyone. If anything he missed out on hearing some great PC specials - it's his loss! :p
 
Like someone said..he could work a different shift and may have been in bed already. If he is anything like my husband...he doesnt remember saying half the things he does when woke up. Maybe the guy doesnt even realize he talked to you. I would call him back and act like its the first time you called...but call about 6 pm. ;)
 
LOL chefloriray, my husband does that all the time- he says things to me in his sleep that he never remembers especially if I woke him up or at least I thought he was awake. :D
 
Just to let you know, I had this happen to me once - but it was the other way around... a lady I met at church was selling something (another home sales business) and took a catalog. She is aware I have 3 young children. It was during the school year, and she phoned me at 9:20pm. To me, that is too late.

Personally, I don't like to discuss stuff like that (she wanted me to host a party) after a long day. I don't think it is good business practice to make calls that late in the evening as a lot of people use that as their "down time"; besides possibly waking up the kids.

I did explain to her when she asked if it was a good time to talk that I don't usually appreciate phone calls that late in the evening - I was very kind and explained my reasons. However, I think I upset her as I have not heard a peep out of her since. I think everyone handles situations like this so differently; some don't mind, some people receiving calls that late might not like it but they don't say anything, and then you get some that are just plain rude about it. So maybe ask your customers to fill in an area on their order form when it is a good time to call?
 
I agree. I think that after 8 actually is not a good time. First of all, when people whom you dont know pick up the phone they dont see you as "the pampered chef" they see you as the dreaded tele marketer. People are more open to hosting or even talking about something they have purchased in the early afternoons on the weekends or mid-morning weekdays.
I know when I am winding down (after 8) that is the time i have to do the things to help me prepare for the next day or relax not giving surveys to places where I am currently getting service or have purchased something. I would rather get a post card with a discount incentive attached. Just my opinion. But the man was rude. :eek:
 

Frequently Asked Questions

What is "Yikes! How Would You Have Handled This?"

"Yikes! How Would You Have Handled This?" is a training tool or discussion prompt used in direct sales, particularly within companies like Pampered Chef, to encourage consultants to think critically about challenging situations they may encounter in their business. It often involves hypothetical scenarios that require problem-solving and customer service skills.

Why is it important for Pampered Chef consultants to engage with this concept?

Engaging with "Yikes! How Would You Have Handled This?" helps Pampered Chef consultants develop their decision-making and interpersonal skills. It prepares them for real-life situations they may face with customers, ensuring they can handle challenges effectively and maintain a positive relationship with their clients.

Can you provide an example of a scenario used in "Yikes! How Would You Have Handled This?"

One common scenario might involve a customer who received a damaged product and is upset about it. Consultants are prompted to discuss how they would address the customer's concerns, offer solutions, and ensure the customer feels valued and heard, ultimately leading to a positive resolution.

How can consultants apply the lessons learned from these scenarios in their business?

Consultants can apply the lessons learned by practicing active listening, empathy, and problem-solving in their interactions with customers. By reflecting on these scenarios, they can develop strategies to handle similar situations in real life, improving their customer service and enhancing their overall business success.

Where can I find more resources or training related to "Yikes! How Would You Have Handled This?"

More resources and training related to this concept can typically be found on the official Pampered Chef website, within consultant training materials, or through team meetings and workshops. Additionally, online forums and social media groups for Pampered Chef consultants often share experiences and strategies related to these scenarios.

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