managing customer service strategies for working with various types of customers
Post on 22-Dec-2015
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Managing Customer Service
Strategies for working with Strategies for working with various types of customersvarious types of customers
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Angry CustomersAngry Customers• Be positiveBe positive
• Acknowledge the customer’s feelings Acknowledge the customer’s feelings or angeror anger
• ReassureReassure
• Remain objectiveRemain objective
• Determine the causeDetermine the cause
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Angry CustomersAngry Customers
• Listen actively Listen actively
• Reduce frustrationsReduce frustrations
• Negotiate a solutionNegotiate a solution
• Conduct follow-upConduct follow-up
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Dissatisfied CustomersDissatisfied Customers• ListenListen
• Remain positiveRemain positive
• Smile, give your name, and offer Smile, give your name, and offer assistanceassistance
• Don’t make excusesDon’t make excuses
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Dissatisfied CustomersDissatisfied Customers• Be compassionateBe compassionate
• Ask open-ended questionsAsk open-ended questions
• Verify informationVerify information
• Take appropriate actionTake appropriate action
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Indecisive CustomersIndecisive Customers
• Be patientBe patient
• Ask open-ended questionsAsk open-ended questions
• Listen activelyListen actively
• Suggest other optionsSuggest other options
• Guide decision-makingGuide decision-making
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Demanding CustomersDemanding Customers• Be professionalBe professional
• Respect the customerRespect the customer
• Be firm, fair, and focus on the Be firm, fair, and focus on the customer’s needscustomer’s needs
• Tell the customer what you Tell the customer what you cancan do do
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Rude CustomersRude Customers
• Remain professionalRemain professional
• Don’t resort to retaliationDon’t resort to retaliation
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Talkative CustomersTalkative Customers• Remain warm and cordial, but Remain warm and cordial, but
focusedfocused
• Ask specific open-ended questionsAsk specific open-ended questions
• Use closed-ended questions to Use closed-ended questions to controlcontrol
• Manage the conversationManage the conversation
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What causes customers to What causes customers to become dissatisfied?become dissatisfied?
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What tactics can you use What tactics can you use to deal with angry to deal with angry
customers?customers?
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What can you do to assist What can you do to assist indecisive people in indecisive people in
coming to a decision?coming to a decision?
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Why might some Why might some customers feel they have customers feel they have
to demand things from to demand things from others?others?
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How can you effectively How can you effectively deal with rude or deal with rude or
inconsiderate inconsiderate customers?customers?
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What are some steps to What are some steps to help regain control of a help regain control of a
conversation with a conversation with a talkative customer talkative customer
without causing offense?without causing offense?
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http://www.labour.gov.sk.ca/safety/violence/policy/procedure4.htm
http://www.alliancelibrarysystem.com/safeharbor/index.cfm?sectionID=128
http://www.jjlauderbaugh.com/Articles/iratecustomers.html
http://www.screamingmeme.com/page.asp?id=100
Further study - Further study -