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1.08 Appropriately Handling Difficult Customers

1.08 Appropriately Handling Difficult Customers. Why Handle Complaints Appropriately?. Customers that have had an issue resolved efficiently and professionally are more loyal. Important to gain and retain a customer through superior customer service and build a strong clientele .

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1.08 Appropriately Handling Difficult Customers

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  1. 1.08 Appropriately Handling Difficult Customers

  2. Why Handle Complaints Appropriately? • Customers that have had an issue resolved efficiently and professionally are more loyal. • Important to gain and retain a customer through superior customer serviceand build a strong clientele. • Customers spend money --- even the difficult ones. • Professionally handling situations can lead to customer referrals. People talk! • Positively impact on the company’s image. • All of the above contribute to companyprofits.

  3. Appropriately handling customer complaints • Should be immediate • Should be effective • Should offer customer satisfaction • Should follow company policy • Should follow company procedure

  4. Develop Company Policy • Company policy • Policies are general rules followed by personnel to address many types of situations that may occur • Most businesses have these rules in writing • Following these rules usually solves the problem • Company Policies • Help avoid misunderstandings • Apply fair and consistent treatment of customers • Policy goals should be targeted towards customer satisfaction • Example: Many companies have a written policy that forbids their employees from physically stopping or chasing suspected shoplifters.

  5. Develop Company Procedures • Company Procedures • Step by step instructions for personnel to follow. • Designed to achieve a positive result. • Cooking recipes are good examples of procedures.

  6. Procedures for Handling Complaints Before handling the difficult customer: • Recognize type of difficult customer and handle the situation accordingly • Use appropriate techniques for working with that type of difficult customer to handle needs/wants

  7. Procedure for Handling Complaints • Listen to customer • Determine the reason for the complaint • Thank the customer • Restate the complaint • Investigate the problem • Key to making sure the complaint is justified • Explain company policy • Ex: No Returns after 30 Days • Saying “Not company policy” is NOT an option • Take action • Resolve the issue • Satisfy the customer! • Must be done according to company policy

  8. Skills Needed to Handle Complaints • Interpersonal (Interacting with People) skills: • Remain calm and in control of emotions • Express patience and flexibility • Listen completely and openly • Be Courteous and sincere • Provide honest and helpful information • Be respectful of the customer needs • Do not be condescending

  9. Skills Needed to Handle Complaints • Communication skills • Speak softly and slowly • Use proper grammar and English and pronounce words correctly and clearly • Listen and respond but do not interrupt customer • Ask appropriate questions to understand issue • Maintain eye contact to show interest

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