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Managing Customer Service. Strategies for working with various types of customers. Angry Customers Be positive Acknowledge the customer’s feelings or anger Reassure Remain objective Determine the cause. Angry Customers Listen actively Reduce frustrations Negotiate a solution

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Managing Customer Service


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managing customer service

Managing Customer Service

Strategies for working with various types of customers

slide2
Angry Customers

Be positive

Acknowledge the customer’s feelings or anger

Reassure

Remain objective

Determine the cause

angry customers listen actively reduce frustrations negotiate a solution conduct follow up
Angry Customers

Listen actively

Reduce frustrations

Negotiate a solution

Conduct follow-up

slide4
Dissatisfied Customers

Listen

Remain positive

Smile, give your name, and offer assistance

Don’t make excuses

slide5
Dissatisfied Customers

Be compassionate

Ask open-ended questions

Verify information

Take appropriate action

slide6
Indecisive Customers

Be patient

Ask open-ended questions

Listen actively

Suggest other options

Guide decision-making

slide7

Demanding Customers

Be professional

Respect the customer

Be firm, fair, and focus on the customer’s needs

Tell the customer what you can do

rude customers remain professional don t resort to retaliation
Rude Customers

Remain professional

Don’t resort to retaliation

slide9

Talkative Customers

Remain warm and cordial, but focused

Ask specific open-ended questions

Use closed-ended questions to control

Manage the conversation

slide15
What are some steps to help regain control of a conversation with a talkative customer without causing offense?
slide16

Further study -

http://www.labour.gov.sk.ca/safety/violence/policy/procedure4.htm

http://www.alliancelibrarysystem.com/safeharbor/index.cfm?sectionID=128

http://www.jjlauderbaugh.com/Articles/iratecustomers.html

http://www.screamingmeme.com/page.asp?id=100