Communication with customers

As a Recreation Coordinator, you’ll often be the first point of contact for parents and customers. Sometimes, you’ll receive calls or emails from upset individuals who may be frustrated or dissatisfied. It’s essential to handle these situations with professionalism, patience, and empathy. 

Stay Calm, Listen, and Empathize

• • When a customer or parent is upset, your first priority is to stay calm. Take a deep breath and avoid becoming defensive or emotional.

  • Allow them to express their concerns fully and practice active listening. Focus on what they’re saying, showing empathy by acknowledging their feelings with statements like, “I understand why you’re upset” or “I can see how that would be frustrating.” This helps the customer feel heard and validated, which can defuse the situation.

Avoid Placing Blame on Staff

• It’s important not to throw your staff under the bus or agree that they should have performed differently. Even if the situation was caused by a team member, remain neutral and focus on finding a solution.

• For example, avoid saying, “That’s not how they should have handled it.” Instead, focus on resolving the issue: “I can understand why that would be frustrating. Let’s see how we can fix this moving forward.”
  
  

Ask Clarifying Questions

• • Once the customer has shared their concerns, ask questions to clarify the details. For example, “Can you tell me more about what happened?” or “What were you expecting in this situation?”

  • Asking the right questions shows that you’re invested in understanding the full picture before responding.
    
    

Stay Professional and Avoid Escalating the Situation

• • Keep your tone calm and respectful, regardless of the customer’s attitude.

  • Avoid defensive or confrontational responses such as, “That’s not my fault” or “That’s not what happened.”

  • Know When to End the Conversation: If the customer becomes so upset that the conversation is no longer productive or if they refuse to maintain professional boundaries, it is okay to end the conversation. Politely let them know that you are unable to continue the conversation if the behavior isn’t respectful, and offer to follow up at a later time or escalate the matter if necessary.

Provide a Solution or Action Plan

1. • Once you fully understand the problem, focus on finding a solution. Offer options that are within your authority or explain the steps you will take to resolve the issue.

   • If the issue requires escalation or involves others, let the customer know you’ll follow up with the appropriate team or supervisor. Make sure to follow through.

   • If a solution isn’t immediately available, explain what you can do and provide a realistic timeframe. For example, “I can follow up with you by the end of the day once I have more information.”
     
     

End the Conversation on a Positive Note

1. • After resolving the issue, thank the customer for their patience. Always aim to leave the conversation with the customer feeling heard and valued.

   • For example, “Thank you for bringing this to my attention. I’m glad we could get this worked out.” or “I appreciate your understanding as we work to resolve this.”