CHAPTER SEVEN Handling Difficult Customer Encounters
Jan 18, 2018
CHAPTER SEVEN
Handling Difficult Customer
Encounters
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LLEARNINGEARNING O OBJECTIVESBJECTIVESRecognize different personality types
Use Emotion-Reducing Model
Determine strategies to use
Exhibit confidenceDevelop internal customer relationships
Use 5-step Problem-Solving Model
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DDIFFICULT IFFICULT CCUSTOMERSUSTOMERSLack knowledgeDissatisfied with products/servicesDemandingTalkativeInternal customers with special requestsESOLElderly who need assistanceDisabilities
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WWHY HY PPEOPLE EOPLE BBUYUYNeedsWantsEmotional reactions
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MASLOW’S HIERARCHY OF NEEDSSELF
ACTUALIZATION
ESTEEM
SOCIAL
SAFETY
PHYSIOLOGICAL
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EEMOTION-MOTION-RREDUCING EDUCING MMODELODELCustomer-Focused
Message
Customer-FocusedMessage
Customer-FocusedMessage
Problem Resolution
Customer Emotion Emotional Situation
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AANGRY NGRY CCUSTOMERS (1)USTOMERS (1)
Be positiveAcknowledge feelings or angerReassureRemain objectiveDetermine the cause
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AANGRY NGRY CCUSTOMERS (2)USTOMERS (2)
Listen activelyReduce frustrationsNegotiate a solutionConduct follow-up
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DDISSATISFIED ISSATISFIED CCUSTOMERSUSTOMERSListenRemain positiveSmile, give name, offer assistanceDon’t make excusesBe compassionateAsk open-ended questionsVerify informationTake appropriate action
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IINDECISIVE NDECISIVE CCUSTOMERSUSTOMERS
Be patientAsk open-ended questionsListen activelySuggest other optionsGuide decision making
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DDEMANDING EMANDING OOR R DDOMINEERING OMINEERING CCUSTOMERSUSTOMERS
Be professionalRespect the customerBe firm and fairTell what you can do
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RRUDE UDE OOR R IINCONSIDERATE NCONSIDERATE CCUSTOMERSUSTOMERS
Remain professionalDon’t resort to retaliation
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TTALKATIVE ALKATIVE CCUSTOMERSUSTOMERS
Remain warm and cordialAsk specific open-ended questionsUse closed-ended questionsManage the conversation
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IINTERNAL NTERNAL CCUSTOMERSUSTOMERS
Stay connectedMeet all commitmentsDon’t sit on emotionsBuild professional relationshipsAdopt good-neighbor policy
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AADOPTING DOPTING GGOOD-OOD-NNEIGHBOR EIGHBOR PPOLICYOLICY
Avoid gathering/loud conversationsMaintain grooming and hygieneDon’t abuse call forwardingAvoid unloading personal problemsAvoid office politics and gossipPitch inBe truthful
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PROBLEM-SOLVING PROCESSPROBLEM-SOLVING PROCESS
Identify theProblem
Compileand
Analyzethe Data
Identifythe
Alternatives
Evaluatethe
Alternatives
Makea
Decision
Monitorthe
Results