Explain how you can help turn an undesirable situation into one ...

[rlane42]

Explain how you can help turn an undesirable situation into one that is satisfactory to both parties when dealing with unwanted visitors.
 
  What will be an ideal response?

Question 2

How would you handle interrupting your manager who has a visitor in his or her office when another visitor arrives promptly for an appointment?
 
  What will be an ideal response?

[wilsonbho]

Answer to Question 1

Use common courtesies by learning the visitor's name and using a positive tone of voice and body language to
convey a positive, sincere message; listen to what the visitor has to say; apologize if it is appropriate to do so when
your company has not performed to the highest of standards; show empathy and understanding by paraphrasing
the customer's story; promise to follow-up by commit ting to assisting the visitor yourself or to having someone
else take action. Tell the visitor exactly what your action plan will be and when he or she can expect to hear from
you.

Answer to Question 2

You may select one of the following procedures: Take the new visitor's business card or name written or typed on a
slip of paper with the notation that the visitor has arrived and hand it to your manager; enter your manager's office
and say, Excuse me. Your three o'clock appointment is here. May I tell her (or him) how soon you can see her (or
him); call your manager on the interoffice telephone, especially if you think he or she does not want to be
interrupted. Suggest a time for the meeting to end, enabling your manager to answer Yes or No without
comment.

[rlane42]

Excellent

[gcook]

Gracias!