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CHAPTER 7
HANDLING DIFFICULT CUSTOMER ENCOUNTERS
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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
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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
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THE BASIC OF CUSTOMER NEEDS
HIERARCHY OF NEEDS THEORY
Self –actualization
esteem
social
Safety
physiological
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EMOTION REDUCING MODEL FIGURE: 7.3
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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
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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
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INDECISIVE CUSTOMERS Be patient Ask open-ended questions Listen actively Suggest other options Guide decision making
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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
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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
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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
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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
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END OF CHAPTER 7
THANK YOU