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Steps to manage challenging customers

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

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Steps to manage challenging customers

  1. 1. Ram Up Customer Your to Service Steps Manage Challenging CustomersSaturday, April 13, 13
  2. 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 & EnneagramSaturday, April 13, 13
  3. 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 & EnneagramSaturday, April 13, 13
  4. 4. Saturday, April 13, 13
  5. 5. Saturday, April 13, 13
  6. 6. Ram’s PartnersSaturday, April 13, 13
  7. 7. Ram’s PartnersSaturday, April 13, 13
  8. 8. Steps to Manage Challenging CustomersSaturday, April 13, 13
  9. 9. Let Customer vent out Zip your Lip Don’t take it personally Focus on the issue and not the person Step 1 6Saturday, April 13, 13
  10. 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 7Saturday, April 13, 13
  11. 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 8Saturday, April 13, 13
  12. 12. Being Active Problem Solving Gather any additional information you need Double check all the facts Step 4 9Saturday, April 13, 13
  13. 13. Mutually agree on the solution Under promise over deliver Be honest and realistic Step 5 10Saturday, April 13, 13
  14. 14. Follow up Check to see solution worked Step 6 11Saturday, April 13, 13
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  16. 16. SANTHANARAM JAYARAMSaturday, April 13, 13
  17. 17. Saturday, April 13, 13
  18. 18. www.ramitup.comSaturday, April 13, 13

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