If they are upset or mad about a situation, I reflectively listen and never place any blame back on them.
In any interaction that I have with a customer, I talk in a calm and boosting manner. While any technical support specialist can handle the customer aspect of the job, few have the people skills to do so pleasantly for their customers. Ryan Brunner wrote: "To me, my job duties aren't fully satisfied if an end user leaves our conversation without a smile on their face. After having a laugh about it with my boss, I now incorporate diligent communication follow ups both by phone and email with customers while also regularly checking all email inboxes." I apologized for the mistake, took action quickly and we came to a great agreement on future business together. It turns out that their responses back to me were being sent to a junk email folder that I neglected to consider. After my manager had questioned the viability of the potential customer, I picked up the phone and called them directly. In the weeks following, I was sending them follow up emails with our business proposals and was getting frustrated at the lack of response from the clients. After traveling onsite with the customer to spend time with them, I exchanged contact information with two of the key decision makers. From that point forward, whether it has been with short notice or long-term products, I take the time to communicate with key decision makers from clients to gather information for making my design as user friendly as possible." Ryan Brunner wrote: "Last year, I was working on a large scale project that put me face to face with a key customer. The biggest piece of feedback that I got was that the UI design just wasn't conducive to the type of customers they were expecting. When the proposal was submitted, I found out that the potential customer scoffed at my idea and the customer went with another organization's proposal for their use. With a week turnaround time, I set right to spending my time gathering information on the company to build a mock design. Ryan Brunner wrote: "A couple of years ago in my first role as a UI designer out of college, my team was tasked with coming up with a very short notice proposal for a potential high end customer.
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