steps to manage challenging customers
DESCRIPTION
In this presentation, you will know about a technique to manage challenging customersTRANSCRIPT
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Ram UpYour
CustomerService
Steps to Manage Challenging Customers
Saturday, April 13, 13
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Santhanaram Jayaram
Santhanaram Jayaram is a BusinessCommunication Coach & speaker with an
MBA inInternational Business who strongly believes
in his missionof H.O.P.E , Helping Other People
Effectively. Ram hasconceptualized a program
"C.O.D.E.W.O.R.D for success".
Specialty : Creating Service Experience,Laughter & Enneagram
Saturday, April 13, 13
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Santhanaram Jayaram
Santhanaram Jayaram is a BusinessCommunication Coach & speaker with an
MBA inInternational Business who strongly believes
in his missionof H.O.P.E , Helping Other People
Effectively. Ram hasconceptualized a program
"C.O.D.E.W.O.R.D for success".
Specialty : Creating Service Experience,Laughter & Enneagram
Saturday, April 13, 13
![Page 4: Steps to manage challenging customers](https://reader033.vdocument.in/reader033/viewer/2022052821/55497d20b4c90583678b45a3/html5/thumbnails/4.jpg)
Saturday, April 13, 13
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Saturday, April 13, 13
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Ram’s Partners
Saturday, April 13, 13
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Ram’s Partners
Saturday, April 13, 13
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Steps to Manage Challenging Customers
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6Step 1
Let Customer vent out
Zip your Lip
Don’t take it personally
Focus on the issue and not the person
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7Step 2
Avoid getting trapped in a negative filterI’d rather switch than fight
What does this customer need?
How can I provide
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8Step 3
Express Empathy to customerEmpathic phrasesI can see why you feel that way
I see what you mean
I understand how frustrating this must be
I’m sorry about this
That must be upsetting you
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9Step 4
Being Active Problem Solving
Gather any additional information you need
Double check all the facts
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10Step 5
Mutually agree on the solutionUnder promise over deliver
Be honest and realistic
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11Step 6
Follow up
Check to see solution worked
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SANTHANARAM JAYARAM
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