Capstone in Supervision and ManagementMAN4900Julie OrtonCUSTOMER SERVICE: HANDLING DIFFICULT CUSTOMERS
Customer Service: Handling Difficult CustomersAn understanding of both customer service and benchmarking, with arealization of the ways that they can be make the most of in business, showsthat both are very vital and can be interwove to bring the maximum servicelevel to any businessCustomer service and satisfaction indications also lets one know if they aredoing things rightUnderstanding why customers become difficult and developing strategiesto diffuse or change their views is paramount to becoming successful andincreasing ones sales.4321Even with the best customer service, the time will arise when a customeris not happy and becomes difficult
• Imperative to an organization committed to total quality service, theareas of customer service and benchmarking are tremendouslyimportant.• Together, these factors combine in various ways to assist in creatingtotal quality service in an organization.• Customer service lets management know how well they are doing inrelation to the opinions of the customers who have used theirproducts or services.• Benchmarking is important, as it tells businesses how they are doingin relation to their competitors.• Even with the best customer service the time will arise when acustomer is not happy and becomes difficult.• The truth when it comes to dealing with difficult customers is theybecome difficult because of problems they encountered with productsor services.Customer Service: Handling Difficult Customers
One uses the wrong words. There are certain trigger words that cause a customer to become more difficult. Some ofthese words are "can’t” “have to” and, “sorry about that". Even ones organisations jargon can have a negative effecton a customer interaction.Customers get passed around like a football and are forced to tell the same story to several people in the samecompany, and often within the same department. As would be expected, they get angrier and more frustrated eachtimeOne may have the best quality product, but one’s competitor may offer the best value and thatis why the customers are going thereSome customers are always going to be difficult. Its not personal, lets face it; there may not be a way of pleasingthem. Does that mean one should stop trying?They constantly deal with people who don’t care about their jobs and they can spot an unmotivated sales person orassociate a mile away. Customers observe a lack of drive and the resulting mediocrity and it raises their rage.One does not see things from the customers point of view. Often customer service people think that the customer ismaking too much of a fuss. They think - "What is the big deal, we will fix it right away".One doesn’t listen. - Too often one tries to jump in with solutions and dont allow the customer to vent their feelings.Again one need to show the customer that one is listening by what one says, how one says it and our body language.Problems1234567
SolutionsTalk to your customersGenuinely careDon’t pass the customer off
ConclusionDespite having talked about how customers becomedifficult ones, there are customers who havepsychological problems and thus are difficult bynature. If a naturally difficult customer constantlycomplaint and it gets to a point that the customerbegins harassing company personnel, then there arelegal remedies on this matter. No matter whathappens though, a customer service representativeshould never openly argue or fight with a customerbecause the customer is still and will always be thelifeblood of the business – without the customer; thebusiness will not be there.
Works CitedBullock, L. (2009). It’s all about value. [Online] Retrieved March 11, 2010 from,http://www.articlesnatch.com/Article/It---s-All-About-Value-/1001698.Fairweather, A. (2009). “Difficult customers – There’s no such thing.” Small Business Success.[Online] Retrieved March 11, 2010 from,http://www.smallbusinesssuccess.biz/articles_week/dealing_with_difficult_customers.htm.Gibson, S. (2009, December 26). Difficult customers deserve a smile too. [Online] RetrievedMarch 11, 2010, from http://ezinearticles.com/?Difficult--Customers--Deserve--a--Smile--Too&id=3481693.Maltoni, V. (2009, March. 2). Top 10 reasons why your customers are being difficult. [Online]Retrieved March 11, 2010 from, http://www.conversationagent.com/2009/03/top-10-reasons-why-your-customers-are-being-difficult.html.Rosen, D. (2008, January 22). Managing difficult customers: Part one. [Online] Retrieved March11, 2010 from, http://www.darrylrosen.com/uploads/Handling_difficult_customers.pdf.