2.03 resolve conflicts with/for customers to encourage repeat business
DESCRIPTION
2.03 Resolve conflicts with/for customers to encourage repeat business. 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. - PowerPoint PPT PresentationTRANSCRIPT
Customer Service
Marketing
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
Top Ten Customer Service Companies *MSN Money
Company Approval Rating
Amazon Excellent Rating: 57.3%
Marriot Excellent Rating: 42.6%
Hilton Excellent Rating: 41.8%
UPS Excellent Rating: 41.3%
FedEx Excellent Rating: 40.6%
Google Excellent Rating: 39.5%
State Farm Excellent Rating: 37.9%
Samsung Excellent Rating: 36.5
Trader’s Joe Excellent Rating: 36.2%
Lowes Excellent Rating: 35.9%
Worst Ten Customer Service Companies *MSN Money
Company Approval Rating
Bank of America Poor Rating: 23.4%
Comcast Poor Rating: 21.2%
Dish Netowrk Poor Rating: 19%
Citigroup Poor Rating: 15.4%
Wells Fargo Poor Rating: 16.8%
AT&T Poor Rating: 14.6%
Discover Poor Rating: 14.4%
Directv Poor Rating: 14.4%
Time Warner Cable Poor Rating: 14.3%
American Express Poor Rating: 14%
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 Stealing from store
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.
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
General guidelines for handling difficult customersCustomer Type How to Handle
Argumentative
Ask simple, polite questions
Impatient Agree on common points
Leave me alone
Be patient
Irritable / Moody
Be positive
Insulting Be neutral
Complain Respect their thoughts
Domineering / Superior
Let them have their say
Suspicious Explain and demonstrate good service
Slow / Methodical
Don’t overwhelm them
Dishonest Don’t jump to conclusions
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
Customer Service Assignment #1 (Individual)
Customer Service Acronym or ACROSTIC Students will create an acronym for customer service that depicts qualities or descriptions of customer service.
OR Create an Acrostic for CUSTOMER SERVICE that depicts qualities or descriptions of customer service (Can use one word or be a continuous Statement)
Customer Service Assignment #2 (Individual)
Using Construction Paper; create a Top Ten List for Keys to Customer Service Title Your Top Ten with Your Name
Ms. Shaffer’s Customer Service Commandments
Order your list from least to most important 10 – 1
Include at least one picture to support your list
Neatness counts.
Assignment #3 (1 -3 students) 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.
See handout for group dynamics and requirements
Assignment