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  1. 1. 7 3 <ul><li>Define what a service breakdown is. </li></ul><ul><li>Apply knowledge of behavioral styles in difficult customer situations. </li></ul><ul><li>Recognize different types of difficult customers and effectively deal with them. </li></ul>Building and Maintaining Relationships Service Breakdowns and Service Recovery Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  2. 2. Service Breakdowns and Service Recovery Learning Objectives , Continued <ul><li>Use the emotion-reducing model to help keep difficult situations from escalating. </li></ul><ul><li>Explain why customers defect. </li></ul><ul><li>Develop effective strategies for working with internal customers. </li></ul>
  3. 3. <ul><li>Identify strategies for preventing customer dissatisfaction and problem solving. </li></ul><ul><li>Explain the six steps of the problem solving model. </li></ul><ul><li>Implement a front-line service recovery strategy, and spot roadblocks to service recovery. </li></ul>Service Breakdowns and Service Recovery Learning Objectives , Continued
  4. 4. Understand Service Breakdowns : What are service breakdowns ? <ul><li>Service breakdowns occur daily in all types of organizations. </li></ul><ul><li>Definition : </li></ul><ul><li>Situation when customers have expectations of a certain type or level of service that are not met by a service representative. </li></ul>
  5. 5. Behavioral Preferences Play a Major Role <ul><li>The Role of Behavioral Style </li></ul><ul><li>The more you know about style preferences, the better you will understand your customers. See Ch. 6 to review the behavioral preferences if you have need to confirm their patterns and strategies for dealing with them. </li></ul>
  6. 6. Difficult Customers <ul><li>Various types of difficult customers will be faced . </li></ul><ul><li>Demanding or demeaning </li></ul><ul><li>Be professional, respect the customer, be firm and fair. Say what you can do. </li></ul><ul><li>Indecisive customers </li></ul><ul><li>Be patient, ask open-ended questions, listen actively, suggest options, guide decision making </li></ul>
  7. 7. Difficult Customers , continued <ul><li>Other types of difficult customers </li></ul><ul><li>Dissatisfied and angry customers. </li></ul><ul><li>Be positive, acknowledge customer’s feelings, reassure, remain objective, listen actively, reduce frustrations, negotiate solutions and follow up. </li></ul><ul><li>Rude or inconsiderate customers. </li></ul><ul><li>Remain professional. </li></ul><ul><li>Don’t retaliate. </li></ul>
  8. 8. Talkative Customers <ul><li>Tips for dealing with talkative customers </li></ul><ul><li>Remain warm and cordial, but focused </li></ul><ul><li>Ask specific open-ended questions. </li></ul><ul><li>Use closed-end questions to control. </li></ul><ul><li>Manage the conversation. </li></ul>
  9. 9. The Emotion-Reducing Model <ul><li>Review each area of the model. Use the model for reducing customer emotions . </li></ul>
  10. 10. Customer Defection <ul><li>Reasons to Defect </li></ul><ul><li>Poor service and complacency. </li></ul><ul><li>Inappropriate complaint resolution. </li></ul><ul><li>Unmet needs. </li></ul><ul><li>Failure to be sensitive to diversity may set you, your company, and your customer on a collision course. </li></ul>
  11. 11. Internal Customer Relations <ul><li>Relationships—Internal customers are special also </li></ul><ul><li>Stay connected </li></ul><ul><li>Meet all commitments </li></ul><ul><li>Don’t sit on your emotions </li></ul><ul><li>Build a professional reputation </li></ul><ul><li>Adopt a good-neighbor policy </li></ul>
  12. 12. Strategies to Prevent Dissatisfaction : Use problem solving <ul><li>Ways to deal with a service breakdown is to prevent it : </li></ul><ul><li>Think like a customer Exceed expectations </li></ul><ul><li>Pamper the customer Respect the customer </li></ul><ul><li>Focus on the customer </li></ul>
  13. 13. Prevent Dissatisfaction : Focus on the Customer <ul><li>Take the following actions to focus on the customer : </li></ul><ul><li>React to remarks or actions. </li></ul><ul><li>Empathize. </li></ul><ul><li>Take action. </li></ul><ul><li>Reassure or reaffirm. </li></ul><ul><li>Follow-up. </li></ul>
  14. 14. The Problem-Solving Process <ul><li>Steps to Problem Solving </li></ul>
  15. 15. Implementing a Service Recovery Strategy <ul><li>The five phases of the service recovery process are : </li></ul><ul><li>Apologize, apologize, apologize again. </li></ul><ul><li>Take immediate action. </li></ul><ul><li>Show compassion. </li></ul><ul><li>Provide compensation. </li></ul><ul><li>Conduct follow up. </li></ul>
  16. 16. Service Recovery Process , Fig. 7.7 <ul><li>Use the form to format the discussion easier </li></ul>
  17. 17. Examples of Service Breakdowns <ul><li>Review each with an eye to solving the problem. </li></ul>