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Handling Upset Customers - PowerPoint PPT Presentation


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Handling Upset Customers. Objective. Participant will be able to apply one of two techniques for handling upset customers 50% of the time. Reasons for Being Upset. Unmet Expectations Misunderstanding Tired, Frustrated, or Outside Stresses Embarrassment Discourteous service.

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Presentation Transcript
objective
Objective
  • Participant will be able to apply one of two techniques for handling upset customers 50% of the time
slide3

Reasons for Being Upset

  • Unmet Expectations
  • Misunderstanding
  • Tired, Frustrated, or Outside Stresses
  • Embarrassment
  • Discourteous service
slide4

A.S.A.P. Technique

  • Acknowledge
  • Sympathize
  • Accept
  • Prepare
slide5

Two Minute Technique

  • Validation
  • Express understanding
slide6

Helpful Tips

  • Listen to the customer
  • Take complaint seriously
  • Treat customer with respect
  • Immediate action
  • Resources
references
References
  • Irate Caller 2.0, Telephone Doctor, Inc., 2000
  • ASTD Communication Skills (Orey and Prisk 2004)
  • www.customerservicezone.com