7. SMILE, EYE CONTACT
GREETING CUSTOMER BY NAME
NOT INTERUPTING WHILE THEY SPEAK
OFFERING TO ASSIST
OFFER ADDITIONAL SERVICES WHERE APPROPRIATE
BE ALERT TO ANY SPECIAL NEEDS
THANK THEM FOR THEIR CUSTOM
SAY GOODBYE & ENCOURAGE THEIR RETURN
ESTABLISH RAPPORT WITH
CUSTOMERS
9. PROVIDE OPPORTUNITY TO LEARN WHAT THE
CUSTOMER REALLY THINKS
HELP TO PREVENT SIMILAR PROBLEMS OCCURING
AGAIN
OFTEN OPEN A COMMUNICATION CHANNEL TO
REVEAL OTHER CONCERNS
DIFFICULT CUSTOMER SITUATIONS
“COMPLAINTS”
11. THE FOLLOWING SIX STEPS WILL HELP YOU
SUCCESSFULLY MANAGE THE IRATE CUSTOMER
D-E-F-U-S-E
THE IRATE CUSTOMER
12. “D” IS FOR “DON’T LOSE YOUR COOL”
DON’T TAKE THINGS PERSONALLY
LISTEN
TAKE NOTES
STAY COMMITTED TO THE CUSTOMER
D-E-F-U-S-E
13. “E” IS FOR “ENCOURAGED VENTING”
LISTEN
DON’T INTERUPT
GIVE “VERBAL NODS”
D-E-F-U-S-E
14. “F” IS FOR “FOCUS ON FEELINGS”
USE EMPATHY
APOLOGISE BLAMELESSLY ON BELHALF OF THE
BUSINESS / COMPANY
OFFER TO HELP
D-E-F-U-S-E
15. USE EMPATHY WHEN A CUSTOMER IS EXHIBITING A
STRONG EMOTION
KEEP A CALM AND UNDERSTANDING TONE
BE GENUINE
TIPS FOR USING EMPATHY
16. “U” IS FOR UNCOVER THE FACTS
ASK QUESTIONS
FILL IN THE INFORMATION GAPS
D-E-F-U-S-E
17. “S” IS FOR “SUGGEST A SOLUTION”
DON’T MAKE EXCUSES FOR THE PROBLEM
KEEP THE CUSTOMER INVOLVED
LET THE CUSTOMER KNOW WHAT YOU INTEND TO
DO TO SOLVE THE PROBLEM
D-E-F-U-S-E
18. “E” IS FOR “END POSITIVELY BY CHECKING”
MAKES SURE THE CUSTOMER UNDERSTANDS THE
ACTION PLAN
THANK THE CUSTOMER
D-E-F-U-S-E
19. HOMEWORK ACTIVITY –
PROVIDE DETAILS ON CUSTOMER ISSUES OR
COMPLAINTS YOU HAVE DEALT WITH AND
SOLUTIONS OFFERED
20. QUESTIONS ????
NEXT WEEK –
COMMUNICATE ACCURATE AND RELEVANT
INFORMATION, REMAINING SENSITIVE TO
CUSTOMER NEEDS
Editor's Notes
WORKING AT RECEPTION DESK SO –ITS NOT JUST ABOUT WHAT WE SAY BUT LOOK LIKE AND ACT WHAT IS THE MOST IMPORTANT THING WE CAN DO ?
HAND SHAKE IF ABLE,CANT ALWAYS REACH OVER DESK!!
ANY EXAMPLES OF OPEN BODY LANGUAGE OPEN / CLOSEDAGAIN EYE CONTACT !!
BODY LANGUAGE MOST IMPORTANT EVEN OVER WHAT COMES OUT OF YOUR MOUTH
USE WHITE BOARD FOR SUGGESTIONS – MOST OF THIS COMMON SENSENAME NOT ALWAYS KNOWN, MR /MRS IF POSSBILE
WHAT DID YOU SEE FINSIH PLAYING VIDEO
COMPLAINTS CAN BE A POSITIVE – INITIATE QUALITY IMPROVEMENTWELL HANDLED CAN ACTUALLY STRENGTHEN CUSTOMER RELATIONSREMEMBER THEY ARE NOT ATTCKING YOU PERSONALLYCUSTOMER FEED BACK BOXES CAN BE GOOD, NOT VENTING VERBALLY AT STAFF !!
DEALING WITH ANGRY CUSTOMER
6 STEPS TO HELP MANAGE IRATE CUSTOMER
REMEMBER THEY ARE NOT ( HOPEFULLY) CRANKY ABOUT SOMETHING YOU HAVE DONEBE ATTENTIVE, TAKING NOTES LOOKS COMMITTED TO PASSING ON THE INFORMATION
LET THEM TALK, I UNDERSTAND AND NODS
EMPATHY IS IDENTIFICATION WITH AND UNDERSTANDING OF ANOTHERS SITUATION, FEELINGS AND MOTIVES
HOW TO USE EMPATHY
MAKE SURE YOU HAVE A CLEAR UNDERSTANDING OF THE COMPLAINTPARAPHRASE BACK TO ENSURE YOUR CORRECT IF NEEDED
SOME EAMPLES MAY BE – “I WILL GET /SPEAK TO THE SUPERVISOR”“ I WILL HAVE ANOTHER EG/ MEAL SENT TO YOUR ROOM” ETC ETC
REMEMBER YOU ARE THE PERSON THEY SPOKE TO INITIALLY. YOU ARE THE ONE WHO HAS SEEN HOW UPSET THEY WERE. YOU NEED TO FOLLOW IT THROUGH, OTHERS MAY NOT ATTACH THE SAME IMPORTANCE .
