2.03 Resolve conflicts with/for customers to encourage repeat business

1. 2.03 Resolve conflicts with/for customers to encourage repeat business

2. Warm-up • The sales presentation of a salesperson who has spent time learning about the business's products and its customers will probably be a(n) __________ communication. • Spontaneous • Canned • Planned • Impersonal

3. Agenda • Warm-up • Vocabulary Review • Quiz Tomorrow • 10 – 15 questions • Formal Assessment • Customer Service / Difficult Customers • Customer Service Activities

4. Vocab Review • Vocab Sheet • Everyone starts at a Term • The term on top has nothing to do with the term on bottom • Read definition. Go to term that defines that. The answer to the term is on card in upper left-hand corner

5. On Line 20, write the term that defines that definition. Go to the card that has that term and continue. You are done when you have all the words filled out & know the phrase at the bottom

6. 25 Terms

7. Customer Service Marketing

8. Customer Service Terms • Customer Service as a Function: • A department or function of an organization that responds to inquiries or complaints from customers of that organization. • Customers may communicate in person or via written correspondence, & toll telephone. • Customer Service as a Process: • Governing philosophy that oversees the business as a whole • Example: Customer’s Always Right

9. Top Ten Customer Service Companies *MSN Money

10. Worst Ten Customer Service Companies *MSN Money

11. Situations where customers become difficult • Customers want something against company policies. • Problems with merchandise • Broken or damaged • Lack of need-gift • Wrong size • Changed mind • Problems with company • Account errors-date entry errors • Rude treatment by an employee • Illegal activity

12. Reasons for handling difficult customers • Customers that have had an issue resolved efficiently and professionally are more loyal. • It is important to build a strong clientele. • Even difficult customers generate revenue • Word of mouth about handling situations well will spread. • It impacts the company’s image. • It can aid in the development of a competitive advantage. • All of the above contributes to profits.

13. Handling Customer Complaints • Complaints are a not necessarily a bad thing! • Complaints give the business an opportunity to learn something that might improve service and stop the problem from reoccurring • Only 4-8% of customers share their concern ~non-complainers are a problem because the business never has a chance to address the issue

14. General guidelines for handling difficult customers

15. Procedures for Handling Difficult Customers • Listen – completely and openly • Take the customer aside – to ease tension • Restate – to show you understand • Get help – if needed, from a supervisor • Establish a plan – Agree on a plan of action and follow through

16. Customer Service • https://www.youtube.com/watch?v=bTbHwnxCGaI • https://www.youtube.com/watch?v=ybCxN86n61k (angry customers) • https://www.youtube.com/watch?v=2xqkpP59UgM (Seinfeld) • https://www.youtube.com/watch?v=euG-kO7UET4 (Amazon v. Apple) • Customer Service Acronym or ACROSTIC • Students will create an acronym for customer service that depicts qualities or descriptions of customer service.

17. Students will have the option to either create a role-play demonstrating the correct way to handle customer service, create a song or rap, or create a comic strip demonstrating customer service.

18. Assignment