1

CHAPTER 7

HANDLING DIFFICULT CUSTOMER ENCOUNTERS

2

DIFFICULT CUSTOMER

Those in which you have to deal with negative, rude, angry, complaining or aggressive people

E.g. : Lack knowledge about product, service or

policies Dissatisfied with service or products Demanding Talkative

3

WHY PEOPLE BUY?

Factors such as needs, wants and emotional reaction cause customers to buy things.

Needs: Things that customer feels compelled to

address or believe are necessary Wants:

Desired objects or experiences that a customer would like to have

4

THE BASIC OF CUSTOMER NEEDS

HIERARCHY OF NEEDS THEORY

Self –actualization

esteem

social

Safety

physiological

5

EMOTION REDUCING MODEL FIGURE: 7.3

6

WORKING WITH DIFFICULT CUSTOMERS

ANGRY CUSTOMER Be positive Acknowledge the customer’s feeling or anger Reassure Remain objective Determine the cause Listen actively Reduce frustrations Negotiate a solution Conduct a follow-up

7

DISSATISFIED CUSTOMERS Listen Remain positive Smile, give name and offer assistance Don’t make excuses Be compassionate Ask open-ended questions Verify information Take appropriate action

8

INDECISIVE CUSTOMERS Be patient Ask open-ended questions Listen actively Suggest other options Guide decision making

9

DEMANDING OR DOMINEERING CUSTOMERS Be professional Respect the customer Be firm and fair and focus on the customer’s

needs Tell the customer what you can do

10

RUDE OR INCONSIDERATE CUSTOMERS Remain professional Don’t resort to retaliation

TALKATIVE CUSTOMERS Remain warm and cordial but focused Ask specific open-ended questions Use closed-ended questions to control Manager the conversation

11

WORKING WITH INTERNAL CUSTOMERS (COWORKERS)

Stay connected Meet all commitment Don’t sit on your emotions Build a professional reputation Adopt a good-neighbor policy

12

THE PROBLEM SOLVING PROCESS

STEP 1-IDENTIFY THE PROBLEM STEP 2-COMPILE AND ANALYZE THE DATA STEP 3-IDENTIFY THE ALTERNATIVES STEP 4-EVALUATE THE ALTERNATIVES STEP 5- MAKE A DECISION STEP 6- MONITOR THE RESULTS

13

END OF CHAPTER 7

THANK YOU