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Dealing with difficult customer
1) Dealing with difficult customers requires patience and understanding as the customer is often annoyed by poor service or products rather than the individual representative. 2) It is important to listen without interrupting, ask clarifying questions, and gauge what actions can reasonably be taken to resolve the complaint based on company policy. 3) If the complaint cannot be addressed, politely explain the decision by referring to specific policies while still offering alternative resolutions to retain the customer's business.
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Dealing with difficult customer
- 1. Dealing with aDifficult Customer By Hammad Siddiqui http://hammadlinks@gmail.com
- 2. Remember…… Customer isyour BREAD and Butter
- 3. It is easyto loose a one…..but It is challenging and expensive to make new customers
- 4. Understanding a DifficultCustomer TWO KEY Things to Remember Often, they are not difficult… they are just annoyed at a service or product your company sold to them. Usually, they do not know you personally.
- 5. Highly Successful TechniquesShow no emotions….. Just a smile.. Ask “what exactly the problem is” Say “I will try my best to help you” Listen and listen to understand what they are saying. Do not interrupt when they are talking. Take notes if possible. When they are done, ask them simple questions so that they repeat what they just told you.
- 6. Gauging Time Nextstage is to gauge what can be done.. Is the complaint genuine? Was the product or service lacked quality? What is company policy? What is your authority for rectifying / improving the situation? Do you need to talk to your supervisor? How much “Approximate” time will it take to resolve the issue?
- 7. Refusing….. But sometimes,you can’t do anything.. Either the complaint is non-genuine or your company policy does allow such resolutions………….. Use the email or a letter to decline the request. Use passive words in your draft. Start your draft with a positive note. Refer to specific clause in the contract/policy under which this is done…..
- 8. Alternates …. Itis useful to offer alternative solutions.. Check what other form of compensation could be offered.. Discounts on the next purchase.. Vouchers… Chocolates…
- 9. Remember…. Retaining isimportant and costs peanuts Grateful for your views [email_address] http://hammadsiddiqui.blogspot.com