Dealing with difficult customers case study
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This document provides guidelines for handling difficult customer situations. It discusses the four Ts of customer rage: target, temperament, triggers, and treatment. It then presents four case studies involving difficult customers and proposes ways to handle each situation. The key recommendations are to remain calm, apologize, find solutions, explain policies politely, use positive language, and refer to a supervisor if needed. The overall message is that staff should focus on de-escalating conflicts and finding ways to help customers while adhering to proper procedures.
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Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Understanding customers general
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5 tips for customer value (2)
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Customer service is a necessary part of any job. There are some important parts to dealing with customers, and for handling the situation when someone is angry.
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1) Jon achieved two qualifications in Communications and Solutions from the Institute of Customer Service through an assessment with assessor Suzan Adeniji.
2) Jon provided examples of developing a holistic approach to both Communications and Solutions in his role at DWP London and the Home Counties by planning events, improving digital skills, and identifying recurring customer issues.
3) Throughout the discussion, Jon demonstrated meeting most of the qualification requirements, though the assessor noted one area for Jon to focus on documenting examples of managing customer reactions when unable to meet expectations. The assessor concluded that Jon has committed to excellent customer service.
Chapter 04
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The document provides guidance for new service technicians on various aspects of starting a new job and responsibilities as a technician. It discusses having a mentor, communicating professionally with customers, properly documenting work, following procedures, and estimating repairs. Technicians are advised to always ask questions if unsure, treat customers and tools with respect, and focus on building their skills and expertise.
Anjani roll number d02
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Myself Gokila digital marketing consultant located in Coimbatore other various types of digital marketing services such as SEM
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Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
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2. Lack of Results: Investing time and resources without seeing tangible results can be disheartening. The absence of immediate results often leads businesses to lose faith in their SEO strategies. It's important to remember that SEO is a long-term game that requires patience and consistent effort.
3. Technical Challenges: From site speed issues to complex metadata implementation, technical hurdles can be daunting. Overcoming these challenges is crucial for SEO success, as technical issues can hinder your website's performance and user experience.
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Keyword Awareness: Failing to recognize the importance of keyword research and targeting the right keywords in content.
On-Page Optimization: Ignorance regarding crucial on-page elements such as meta tags, headers, and content structure.
Technical SEO Best Practices: Overlooking essential aspects like site speed, mobile responsiveness, and crawlability.
Backlinks: Not understanding the value of high-quality backlinks from reputable sources.
Analytics: Failing to track and analyze data prevents businesses from optimizing their SEO efforts effectively.
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Dealing with difficult customers case study
- 1. HANDLING DIFFICULT SITUATIONS WITH CUSTOMERS … and how to keep your focus when dealing with them. Prepared by Gajendra Khare – Founder Chief Executive of SCS UNIVERSAL www.scsuniversal.in
- 3. Four T’s of Customer Rage T T T arget emperament riggers reatment
- 4. Case Study 1 Customer approach the counter and handover the papers to complete his/her job at the counter. After verification DEO found that this work will be done on other counter. The staff member (DEO) explains that without going to the specific counter that work can not be done. The customer says, “Are you trying to send me away from here its your job do it from here only.?” The staff then suggests that the customer can go and verify the counter suggested. The customer says, “IWhere it had displayed or written that I have to go on the counter suggested by you. Infact you are not willing to complete my job.” How will you handle this situation?
- 5. Customer who approaches the counter along with his application. After the verification by DEO it is found the documents are not complete. Applicants Aadhar card is mandatory in order to process his application. The staff members Says : “Your work can not be done because you don’t have proper address proof or Aadhar card so come tomorrow or other day” Customers’ Says : “ I have Aadhar card of my Father will this serve the purpose” Verify it’s the same name mentioned in my application. So why can’t you do it. Where it is written that Father’s address proof will not work. How will you handle this situation? Case Study 2 1. Stay calm. 2. Refer to the policy. 3. Tell him that system will create problems. 4. Refer her to your supervisor or the concerned.
- 6. Case Study 3 A customer who is new and booked his appointment online. When he approached to the site internet lease line is not working. The staff members Says : “Today your work can not be done come tomorrow or other day” Customers’ Says : This is not our problem why you gave me online appointment while your lease line is not working? How will you handle this situation? 1. Apologize. 2. Be understanding. 3. Offer other possible ways
- 7. Case Study 4 an influential customer, comes to the counter along-with documents duty signed by MLO or instructed by MLO. Later on verification DEO found the few documents are missing or not complete in all respects as per procedures. “I’m sorry sir,” DEO explains, “ Sir documents are not complete as desired” Customer’s Says : What else you need when MLO has already approved the documents the gave his permission. How will you handle this situation? 1. Apologize 2. Offer alternative help. 3. Diffuse the situation by explaining the department’s process.
- 8. When possible avoid negative language and use positive responses. Dealing with difficult customers “www.e-smartsystems.com Instead of… Say… That’s not my job. That’s not handled by my department. We’ve always done it this way. I don’t know I’m not authorized to do that but I will find someone who can. I think our Reference Department can help but let me find out. That’s our policy but I’ll see what I can do. Let me find out for you.
- 9. Guidelines for dealing with difficult patrons 1. Have an updated policy. 2. Develop communications skills. 3. Train staff. 4. Always observe verbal and non-verbal messages and respond accordingly. 5. Paraphrase. 6. Keep the conversation focused. 7. Remain polite and professional. 8. Refer to policies. 9. Use positive language. 10.Refer to a supervisor when necessary.
- 10. When speaking with a difficult customer, remember to remain calm and focused. Offer solutions. Ask about the problem. Offer help. “Thank you for bringing this to my attention.”
- 11. Thank You