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9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
9  Coping With Challenging Customers
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9 Coping With Challenging Customers

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customer service, uk

customer service, uk

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  • 1. Customer Retention and Coping with Challenging Customers
  • 2. “ The real issue is value, not price.” - Robert T. Lindgren
  • 3. Customer Retention and Coping with Challenging Customers Customer Care
  • 4. Objectives
    • Describe customer service
    • Discuss the implications of achieving good customer service
    • Discuss the insights obtained from a the triangle of services marketing
  • 5. Learning Criteria
    • Describe the differing and specific needs of a range of business and services customers
    • Provide customer care and service in a business and services environment
    • Explain the benefits of improved customer service to a given business and services operation.
  • 6. Rewards of Providing Excellent Customer Service
    • Customers approach business expecting a positive experience.
    • Work is more personally fulfilling.
    • Customers act as coproducers (when appropriate) in assisting in the provision of their own customer service.
    • A unique competitive edge is achieved.
    • Customer challenges are recognized and productive solutions are developed to successfully retain current customers.
    • Problems are creatively solved in an effective and efficient manner.
  • 7. Rewards of Providing Excellent Customer Service
    • Customer service providers and management feel positive about the roles that they are playing in creating positive exchanges between customers and their organization.
    • Work environments are more pleasant and productive because the value of internal customers is stressed through organization policies, procedures, and culture.
    • Businesses earn a positive reputation and the respect of customers and peers.
    • Profit goals are more successfully accomplished because business philosophies and focus are on satisfying customers.
  • 8. Customer Retention:
    • The continuous attempt to satisfy and keep current customers actively involved in conducting business.
  • 9. Churn (or churn rate):
    • The number of customers who leave a business in a year’s time divided by the number of new customers in the same period.
  • 10. Defection Rate:
    • The percentage of customers who leave a business in one year.
  • 11. Customer Lifetime Value:
    • The net present value of the profits a customer generates over the average customer life.
  • 12. Determining the need for customer retention program
    • Is customer retention your primary management objective?
    • Is customer satisfaction measured and assessed regularly?
    • Is there a constant effort to enhance customer satisfaction?
    • Do you measure quality standards and communicate results with your employees?
    • Do you train and retrain your customer service providers?
    • Do you have employee turnover problems?
    • How much do you spend to keep current customers?
    • What is your current cost for acquiring a customer?
    • What is your average annual customer dollar value.
    • What is your current customer defection rate?
    • How do you get lost customers back?
    • Do you constantly deliver what you promise to your customers?
  • 13. Guidelines for establishing a customer retention program:
    • Examine who your customers are and what specific needs they have.
    • Identify specific objectives to be realized by the program.
    • Create a manageable program of customer retention.
    • Create a culture that stimulates customer interest.
    • Determine a timetable for evaluation.
  • 14. What measurement of satisfaction means to your business:
    • Customer relationships are deepened
    • Customers know that we are interested in them and their wants
    • Improved product and service offerings
    • Customer retention
  • 15. Challenging Customers:
    • Those customer with problems, questions, fears, and personalities that require us to work to achieve true communication.
  • 16. Why are customers challenging?
    • They do not speak your language.
    • They do not have expertise or a understanding of the specific product or situation.
    • They may be openly hostile.
    • They are visibly upset about something (and it may not have anything to do with you or your company)
    • They are very quiet and noncommunicative.
    • They show an attitude of superiority.
    • They are impatient.
  • 17. Why are customers challenging? (Continued)
    • They imply that they are doing you and your company a big favor for doing business with you.
    • They appear to embody the type of person that you have a personal bias against.
    • They are so nice that you hate to give them bad news.
    • They are extremely angry.
    • They have difficulty in making decisions.
  • 18. Five Tips to Keep from Creating Challenging Customers
    • Respect the customer’s time.
    • Do not impose your bad or negative mood on anyone else.
    • Recognize regular customers with a smile and try to learn their names.
    • Avoid destructive remarks.
    • Show initiative.
  • 19. Ten Characteristics of Challenging Customers
    • Language and/or cultural barriers
    • Older customers
    • Impatient customers
    • Angry customers
    • Analytical customers
    • Noncommittal customers
    • Superior customers
    • Immature customers
    • Talkative customers
    • Customers with special needs
  • 20. Respect:
    • To give someone special recognition or regard.
  • 21. Empathy:
    • The ability to understand what someone is experiencing and to take action to assist in resolving the situation.
  • 22. Responsibility check:
    • Assessing a situation and determining who should have responsibility and who really does have the responsibility.
  • 23. What to do when you are wrong
    • Review the situation.
    • Observe the customer’s reaction.
    • Admit the mistake.
    • Apologize for your actions or error.
    • Find a solution and implement it.
  • 24. Six Super Ways to Cope With Challenging Customers
    • Listen
    • Ask questions
    • Show empathy
    • Solve the problem
    • Follow up
    • End on a positive note
  • 25. When apologizing to customers:
    • Acknowledge customers’ feelings.
    • Express to the customer that you share the responsibility for the problem.
    • Convey sincerity.
    • Ask for the opportunity to correct the problem.
    • Request the opportunity to continue doing business in the future.
  • 26. Negotiation:
    • The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial.
  • 27. Suggestions for Developing Negotiation Skills
    • Know your customer.
    • Ask questions and listen to the spoken and unspoken messages.
    • Know the policies of your organization and in which areas flexibility is allowed.
    • Demonstrate the willingness to be flexible.
    • Learn to handle your anger and your customer’s anger appropriately.
    • Consider what the customer may lose in the negotiation process.
    • Determine mutually beneficial solutions to challenging problems and situations.
  • 28. Payoffs of Coping with Challenging Customers
    • By learning to cope with challenging customers, we become more effective and efficient assets to our company and the job that we were hired to perform!
  • 29. Seminar
    • Role play - One complaint

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