how can you help be courteous?
Miloy Schwartz, public relations and information director for Albany Technical College, believes courtesy is the best response to a complaint.
"Anytime you receive a complaint, your reply should never begin with an excuse. Rather, start by saying something like, 'Thank you for taking the time to bring this to my attention.' Often, gratitude followed by an apology is really all the person is looking for."
Robby Dittman an enrollment counselor at Darton College in Albany, says it's important to "push your personal reset button" after dealing with difficult customers.
"No matter how long a day you've had or how difficult the last customer may have been, each customer deserves your very best," says Robby. "Don't let one difficult customer spoil the experience of customers who come later. After every tough situation, you have to learn to push your reset button. Smile on, helpful attitude in place, cheery voice activated!"
June H. Burruss from State Board of Workers' Compensation has a helpful tip she uses to remind herself to always be courteous.
“I always pretend the caller is my Mother, who does not understand how things work in the legal field and is easily upset. We treat mom with kid gloves.”
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