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    CustomerServiceChap7 CustomerServiceChap7 Presentation Transcript

    • 7 3
      • Define what a service breakdown is.
      • Apply knowledge of behavioral styles in difficult customer situations.
      • Recognize different types of difficult customers and effectively deal with them.
      Building and Maintaining Relationships Service Breakdowns and Service Recovery Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
    • Service Breakdowns and Service Recovery Learning Objectives , Continued
      • Use the emotion-reducing model to help keep difficult situations from escalating.
      • Explain why customers defect.
      • Develop effective strategies for working with internal customers.
      • Identify strategies for preventing customer dissatisfaction and problem solving.
      • Explain the six steps of the problem solving model.
      • Implement a front-line service recovery strategy, and spot roadblocks to service recovery.
      Service Breakdowns and Service Recovery Learning Objectives , Continued
    • Understand Service Breakdowns : What are service breakdowns ?
      • Service breakdowns occur daily in all types of organizations.
      • Definition :
      • Situation when customers have expectations of a certain type or level of service that are not met by a service representative.
    • Behavioral Preferences Play a Major Role
      • The Role of Behavioral Style
      • The more you know about style preferences, the better you will understand your customers. See Ch. 6 to review the behavioral preferences if you have need to confirm their patterns and strategies for dealing with them.
    • Difficult Customers
      • Various types of difficult customers will be faced .
      • Demanding or demeaning
      • Be professional, respect the customer, be firm and fair. Say what you can do.
      • Indecisive customers
      • Be patient, ask open-ended questions, listen actively, suggest options, guide decision making
    • Difficult Customers , continued
      • Other types of difficult customers
      • Dissatisfied and angry customers.
      • Be positive, acknowledge customer’s feelings, reassure, remain objective, listen actively, reduce frustrations, negotiate solutions and follow up.
      • Rude or inconsiderate customers.
      • Remain professional.
      • Don’t retaliate.
    • Talkative Customers
      • Tips for dealing with talkative customers
      • Remain warm and cordial, but focused
      • Ask specific open-ended questions.
      • Use closed-end questions to control.
      • Manage the conversation.
    • The Emotion-Reducing Model
      • Review each area of the model. Use the model for reducing customer emotions .
    • Customer Defection
      • Reasons to Defect
      • Poor service and complacency.
      • Inappropriate complaint resolution.
      • Unmet needs.
      • Failure to be sensitive to diversity may set you, your company, and your customer on a collision course.
    • Internal Customer Relations
      • Relationships—Internal customers are special also
      • Stay connected
      • Meet all commitments
      • Don’t sit on your emotions
      • Build a professional reputation
      • Adopt a good-neighbor policy
    • Strategies to Prevent Dissatisfaction : Use problem solving
      • Ways to deal with a service breakdown is to prevent it :
      • Think like a customer Exceed expectations
      • Pamper the customer Respect the customer
      • Focus on the customer
    • Prevent Dissatisfaction : Focus on the Customer
      • Take the following actions to focus on the customer :
      • React to remarks or actions.
      • Empathize.
      • Take action.
      • Reassure or reaffirm.
      • Follow-up.
    • The Problem-Solving Process
      • Steps to Problem Solving
    • Implementing a Service Recovery Strategy
      • The five phases of the service recovery process are :
      • Apologize, apologize, apologize again.
      • Take immediate action.
      • Show compassion.
      • Provide compensation.
      • Conduct follow up.
    • Service Recovery Process , Fig. 7.7
      • Use the form to format the discussion easier
    • Examples of Service Breakdowns
      • Review each with an eye to solving the problem.