In this presentation, you will know about a technique to manage challenging customers

1. Ram Up Customer
Your to Service
Steps Manage
Challenging Customers
Saturday, April 13, 13

2. Santhanaram Jayaram
Santhanaram Jayaram is a Business
Communication Coach & speaker with an
MBA in
International Business who strongly believes
in his mission
of H.O.P.E , Helping Other People
Effectively. Ram has
conceptualized a program
"C.O.D.E.W.O.R.D for success".
Specialty : Creating Service Experience,
Laughter & Enneagram
Saturday, April 13, 13

3. Santhanaram Jayaram
Santhanaram Jayaram is a Business
Communication Coach & speaker with an
MBA in
International Business who strongly believes
in his mission
of H.O.P.E , Helping Other People
Effectively. Ram has
conceptualized a program
"C.O.D.E.W.O.R.D for success".
Specialty : Creating Service Experience,
Laughter & Enneagram
Saturday, April 13, 13

4. Saturday, April 13, 13

5. Saturday, April 13, 13

6. Ram’s Partners
Saturday, April 13, 13

7. Ram’s Partners
Saturday, April 13, 13

8. Steps to Manage
Challenging Customers
Saturday, April 13, 13

9. Let Customer vent out
Zip your Lip
Don’t take it personally
Focus on the issue and not the
person
Step 1 6
Saturday, April 13, 13

10. Avoid getting trapped in a
negative filter
I’d rather switch than fight
What does this customer need?
How can I provide
Step 2 7
Saturday, April 13, 13

11. Express Empathy to
customer
Empathic phrases
I can see why you feel that way
I see what you mean
I understand how frustrating this must be
I’m sorry about this
That must be upsetting you
Step 3 8
Saturday, April 13, 13

12. Being Active Problem Solving
Gather any additional information you
need
Double check all the facts
Step 4 9
Saturday, April 13, 13

13. Mutually agree on the
solution
Under promise over deliver
Be honest and realistic
Step 5 10
Saturday, April 13, 13

14. Follow up
Check to see solution worked
Step 6 11
Saturday, April 13, 13

15. Saturday, April 13, 13

16. SANTHANARAM
JAYARAM
Saturday, April 13, 13

17. Saturday, April 13, 13

18. www.ramitup.com
Saturday, April 13, 13