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  • 1. 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.
  • 2. 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.
  • 3.
    • 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
  • 4. 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.
  • 5. 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.
  • 6. 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
  • 7. 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.
  • 8. 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.
  • 9. The Emotion-Reducing Model
    • Review each area of the model. Use the model for reducing customer emotions .
  • 10. 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.
  • 11. 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
  • 12. 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
  • 13. 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.
  • 14. The Problem-Solving Process
    • Steps to Problem Solving
  • 15. 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.
  • 16. Service Recovery Process , Fig. 7.7
    • Use the form to format the discussion easier
  • 17. Examples of Service Breakdowns
    • Review each with an eye to solving the problem.