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Managing Customer Service

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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  1. Managing Customer Service Strategies for working with various types of customers

  2. Angry Customers Be positive Acknowledge the customer’s feelings or anger Reassure Remain objective Determine the cause

  3. Angry Customers Listen actively Reduce frustrations Negotiate a solution Conduct follow-up

  4. Dissatisfied Customers Listen Remain positive Smile, give your name, and offer assistance Don’t make excuses

  5. Dissatisfied Customers Be compassionate Ask open-ended questions Verify information Take appropriate action

  6. Indecisive Customers Be patient Ask open-ended questions Listen actively Suggest other options Guide decision-making

  7. Demanding Customers Be professional Respect the customer Be firm, fair, and focus on the customer’s needs Tell the customer what you can do

  8. Rude Customers Remain professional Don’t resort to retaliation

  9. Talkative Customers Remain warm and cordial, but focused Ask specific open-ended questions Use closed-ended questions to control Manage the conversation

  10. What causes customers to become dissatisfied?

  11. What tactics can you use to deal with angry customers?

  12. What can you do to assist indecisive people in coming to a decision?

  13. Why might some customers feel they have to demand things from others?

  14. How can you effectively deal with rude or inconsiderate customers?

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

  16. 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

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