chapter seven
DESCRIPTION
CHAPTER SEVEN. Handling Difficult Customer Encounters. L EARNING O BJECTIVES. Recognize different personality types Use Emotion-Reducing Model Determine strategies to use Exhibit confidence Develop internal customer relationships Use 5-step Problem-Solving Model. D IFFICULT C USTOMERS. - PowerPoint PPT PresentationTRANSCRIPT
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CHAPTER SEVEN
Handling Difficult Customer
Encounters
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LLEARNINGEARNING O OBJECTIVESBJECTIVES
Recognize different personality types
Use Emotion-Reducing Model
Determine strategies to use
Exhibit confidence
Develop internal customer relationships
Use 5-step Problem-Solving Model
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DDIFFICULT IFFICULT CCUSTOMERSUSTOMERS
Lack knowledge
Dissatisfied with products/services
Demanding
Talkative
Internal customers with special requests
ESOL
Elderly who need assistance
Disabilities
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WWHY HY PPEOPLE EOPLE BBUYUY
Needs
Wants
Emotional reactions
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MASLOW’S HIERARCHY OF NEEDS
SELFACTUALIZATION
ESTEEM
SOCIAL
SAFETY
PHYSIOLOGICAL
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EEMOTION-MOTION-RREDUCING EDUCING MMODELODEL
Customer-FocusedMessage
Customer-FocusedMessage
Customer-FocusedMessage
Problem Resolution
Customer Emotion Emotional Situation
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AANGRY NGRY CCUSTOMERS (1)USTOMERS (1)
Be positive
Acknowledge feelings or anger
Reassure
Remain objective
Determine the cause
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AANGRY NGRY CCUSTOMERS (2)USTOMERS (2)
Listen actively
Reduce frustrations
Negotiate a solution
Conduct follow-up
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DDISSATISFIED ISSATISFIED CCUSTOMERSUSTOMERS
Listen
Remain positive
Smile, give name, offer assistance
Don’t make excuses
Be compassionate
Ask open-ended questions
Verify information
Take appropriate action
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IINDECISIVE NDECISIVE CCUSTOMERSUSTOMERS
Be patient
Ask open-ended questions
Listen actively
Suggest other options
Guide decision making
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DDEMANDING EMANDING OOR R DDOMINEERING OMINEERING CCUSTOMERSUSTOMERS
Be professional
Respect the customer
Be firm and fair
Tell what you can do
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RRUDE UDE OOR R IINCONSIDERATE NCONSIDERATE CCUSTOMERSUSTOMERS
Remain professional
Don’t resort to retaliation
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TTALKATIVE ALKATIVE CCUSTOMERSUSTOMERS
Remain warm and cordial
Ask specific open-ended questions
Use closed-ended questions
Manage the conversation
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IINTERNAL NTERNAL CCUSTOMERSUSTOMERS
Stay connected
Meet all commitments
Don’t sit on emotions
Build professional relationships
Adopt good-neighbor policy
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AADOPTING DOPTING GGOOD-OOD-NNEIGHBOR EIGHBOR PPOLICYOLICY
Avoid gathering/loud conversations
Maintain grooming and hygiene
Don’t abuse call forwarding
Avoid unloading personal problems
Avoid office politics and gossip
Pitch in
Be truthful
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PROBLEM-SOLVING PROCESSPROBLEM-SOLVING PROCESS
Identify theProblem
Compileand
Analyzethe Data
Identifythe
Alternatives
Evaluatethe
Alternatives
Makea
Decision
Monitorthe
Results