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CHAPTER SEVEN

CHAPTER SEVEN. Handling Difficult Customer Encounters. L EARNING O BJECTIVES. Recognize different personality types Use Emotion-Reducing Model Determine strategies to use Exhibit confidence Develop internal customer relationships Use 5-step Problem-Solving Model. D IFFICULT C USTOMERS.

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CHAPTER SEVEN

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  1. CHAPTER SEVEN Handling Difficult Customer Encounters

  2. LEARNING OBJECTIVES • Recognize different personality types • Use Emotion-Reducing Model • Determine strategies to use • Exhibit confidence • Develop internal customer relationships • Use 5-step Problem-Solving Model

  3. DIFFICULT CUSTOMERS • Lack knowledge • Dissatisfied with products/services • Demanding • Talkative • Internal customers with special requests • ESOL • Elderly who need assistance • Disabilities

  4. WHY PEOPLE BUY • Needs • Wants • Emotional reactions

  5. MASLOW’S HIERARCHY OF NEEDS SELF ACTUALIZATION ESTEEM SOCIAL SAFETY PHYSIOLOGICAL

  6. Customer-FocusedMessage Customer Emotion Emotional Situation Customer-FocusedMessage Problem Resolution EMOTION-REDUCING MODEL Customer-FocusedMessage

  7. ANGRY CUSTOMERS (1) • Be positive • Acknowledge feelings or anger • Reassure • Remain objective • Determine the cause

  8. ANGRY CUSTOMERS (2) • Listen actively • Reduce frustrations • Negotiate a solution • Conduct follow-up

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

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

  11. DEMANDING OR DOMINEERING CUSTOMERS • Be professional • Respect the customer • Be firm and fair • Tell what you can do

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

  13. TALKATIVE CUSTOMERS • Remain warm and cordial • Ask specific open-ended questions • Use closed-ended questions • Manage the conversation

  14. INTERNAL CUSTOMERS • Stay connected • Meet all commitments • Don’t sit on emotions • Build professional relationships • Adopt good-neighbor policy

  15. ADOPTING GOOD-NEIGHBOR POLICY • Avoid gathering/loud conversations • Maintain grooming and hygiene • Don’t abuse call forwarding • Avoid unloading personal problems • Avoid office politics and gossip • Pitch in • Be truthful

  16. PROBLEM-SOLVING PROCESS Identify theProblem Compileand Analyzethe Data IdentifytheAlternatives EvaluatetheAlternatives MakeaDecision MonitortheResults

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