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Steps to manage challenging customers

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In this presentation, you will know about a technique to manage challenging customers

In this presentation, you will know about a technique to manage challenging customers

Published in: Business, Technology

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  • 1. Ram Up Customer Your to Service Steps Manage Challenging CustomersSaturday, April 13, 13
  • 2. Santhanaram Jayaram Santhanaram Jayaram is a Business Communication Coach & speaker with an MBA in International Business who strongly believes in his mission of H.O.P.E , Helping Other People Effectively. Ram has conceptualized a program "C.O.D.E.W.O.R.D for success". Specialty : Creating Service Experience, Laughter & EnneagramSaturday, April 13, 13
  • 3. Santhanaram Jayaram Santhanaram Jayaram is a Business Communication Coach & speaker with an MBA in International Business who strongly believes in his mission of H.O.P.E , Helping Other People Effectively. Ram has conceptualized a program "C.O.D.E.W.O.R.D for success". Specialty : Creating Service Experience, Laughter & EnneagramSaturday, April 13, 13
  • 4. Saturday, April 13, 13
  • 5. Saturday, April 13, 13
  • 6. Ram’s PartnersSaturday, April 13, 13
  • 7. Ram’s PartnersSaturday, April 13, 13
  • 8. Steps to Manage Challenging CustomersSaturday, April 13, 13
  • 9. Let Customer vent out Zip your Lip Don’t take it personally Focus on the issue and not the person Step 1 6Saturday, April 13, 13
  • 10. Avoid getting trapped in a negative filter I’d rather switch than fight What does this customer need? How can I provide Step 2 7Saturday, April 13, 13
  • 11. Express Empathy to customer Empathic phrases I can see why you feel that way I see what you mean I understand how frustrating this must be I’m sorry about this That must be upsetting you Step 3 8Saturday, April 13, 13
  • 12. Being Active Problem Solving Gather any additional information you need Double check all the facts Step 4 9Saturday, April 13, 13
  • 13. Mutually agree on the solution Under promise over deliver Be honest and realistic Step 5 10Saturday, April 13, 13
  • 14. Follow up Check to see solution worked Step 6 11Saturday, April 13, 13
  • 15. Saturday, April 13, 13
  • 16. SANTHANARAM JAYARAMSaturday, April 13, 13
  • 17. Saturday, April 13, 13
  • 18. www.ramitup.comSaturday, April 13, 13