Dealing with difficult customer

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Dealing with difficult customer

  1. 1. Dealing with a Difficult Customer By Hammad Siddiqui http://hammadlinks@gmail.com
  2. 2. Remember…… Customer is your BREAD and Butter
  3. 3. It is easy to loose a one…..but It is challenging and expensive to make new customers
  4. 4. Understanding a Difficult Customer <ul><ul><ul><ul><ul><li>TWO KEY Things to Remember </li></ul></ul></ul></ul></ul><ul><li>Often, they are not difficult… they are just annoyed at a service or product your company sold to them. </li></ul><ul><li>Usually, they do not know you personally. </li></ul>
  5. 5. Highly Successful Techniques <ul><li>Show no emotions….. Just a smile.. </li></ul><ul><li>Ask “what exactly the problem is” </li></ul><ul><li>Say “I will try my best to help you” </li></ul><ul><li>Listen and listen to understand what they are saying. </li></ul><ul><li>Do not interrupt when they are talking. </li></ul><ul><li>Take notes if possible. </li></ul><ul><li>When they are done, ask them simple questions so that they repeat what they just told you. </li></ul>
  6. 6. Gauging Time <ul><li>Next stage is to gauge what can be done.. </li></ul><ul><ul><li>Is the complaint genuine? </li></ul></ul><ul><ul><li>Was the product or service lacked quality? </li></ul></ul><ul><ul><li>What is company policy? </li></ul></ul><ul><ul><li>What is your authority for rectifying / improving the situation? </li></ul></ul><ul><ul><li>Do you need to talk to your supervisor? </li></ul></ul><ul><ul><li>How much “Approximate” time will it take to resolve the issue? </li></ul></ul>
  7. 7. Refusing….. <ul><li>But sometimes, you can’t do anything.. Either the complaint is non-genuine or your company policy does allow such resolutions………….. </li></ul><ul><ul><li>Use the email or a letter to decline the request. </li></ul></ul><ul><ul><li>Use passive words in your draft. </li></ul></ul><ul><ul><li>Start your draft with a positive note. </li></ul></ul><ul><ul><li>Refer to specific clause in the contract/policy under which this is done….. </li></ul></ul>
  8. 8. Alternates …. <ul><li>It is useful to offer alternative solutions.. </li></ul><ul><li>Check what other form of compensation could be offered.. </li></ul><ul><ul><li>Discounts on the next purchase.. </li></ul></ul><ul><ul><li>Vouchers… </li></ul></ul><ul><ul><li>Chocolates… </li></ul></ul>
  9. 9. Remember…. Retaining is important and costs peanuts Grateful for your views [email_address] http://hammadsiddiqui.blogspot.com

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