customerservicechap7
TRANSCRIPT
part
7
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1.Define what a service breakdown is.
2.Apply knowledge of behavioral styles in difficult customer situations.
3.Recognize different types of difficult customers and effectively deal with them.
Building and Maintaining Relationships
Service Breakdowns and Service RecoveryLearning Objectives
McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
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Service Breakdowns and Service Recovery Learning Objectives,
Continued
4. Use the emotion-reducing model to help keep difficult situations from escalating.
5. Explain why customers defect.
6. Develop effective strategies for working with internal customers.
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7. Identify strategies for preventing customer dissatisfaction and problem solving.
8. Explain the six steps of the problem solving model.
9. Implement a front-line service recovery strategy, and spot roadblocks to service recovery.
Service Breakdowns and Service Recovery Learning Objectives,
Continued
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Understand Service Breakdowns:What are service breakdowns?
Service breakdowns occur daily in all types of organizations.
Definition:
Situation when customers have expectations of a certain type or level of service that are not met by a service representative.
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Behavioral Preferences Play a Major Role
The Role of Behavioral StyleThe more you know about style preferences, the better you will understand your customers. See Ch. 6 to review the behavioral preferences if you have need to confirm their patterns and strategies for dealing with them.
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Difficult Customers
Various types of difficult customers will be faced.
Demanding or demeaning
Be professional, respect the customer, be firm and fair. Say what you can do.
Indecisive customers
Be patient, ask open-ended questions, listen actively, suggest options, guide decision making
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Difficult Customers, continued
Other types of difficult customersDissatisfied and angry customers.
Be positive, acknowledge customer’s feelings, reassure, remain objective, listen actively, reduce frustrations, negotiate solutions and follow up.
Rude or inconsiderate customers.
Remain professional.
Don’t retaliate.
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Talkative Customers
Tips for dealing with talkative customers
Remain warm and cordial, but focused
Ask specific open-ended questions.
Use closed-end questions to control.
Manage the conversation.
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The Emotion-Reducing Model
Review each area of the model. Use the model for reducing customer emotions.
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Customer Defection
Reasons to Defect• Poor service and complacency.• Inappropriate complaint resolution.• Unmet needs.
Failure to be sensitive to diversity may set you, your company, and your customer on a collision
course.
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Internal Customer Relations
Relationships—Internal customers are special also
• Stay connected• Meet all commitments• Don’t sit on your emotions• Build a professional reputation• Adopt a good-neighbor policy
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Strategies to Prevent Dissatisfaction:
Use problem solving
Ways to deal with a service breakdown is to prevent it:
Think like a customer Exceed expectations
Pamper the customer Respect the customer
Focus on the customer
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Prevent Dissatisfaction: Focus on the Customer
Take the following actions to focus on the customer:React to remarks or actions.
Empathize.
Take action.
Reassure or reaffirm.
Follow-up.
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The Problem-Solving Process
Steps to Problem Solving
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Implementing a Service Recovery Strategy
The five phases of the service recovery process are:1. Apologize, apologize, apologize again.
2. Take immediate action.
3. Show compassion.
4. Provide compensation.
5. Conduct follow up.
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Service Recovery Process, Fig. 7.7
Use the form to format the discussion easier
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Examples of Service BreakdownsReview each with an eye to solving
the problem.