This document provides guidance on handling difficult customers using a 5-step process: 1) Determine the reason for the problem, 2) Identify the root cause, 3) Rectify the situation, 4) Restore the relationship, and 5) Fix what needs to be fixed. Key steps include listening to customers, apologizing, investigating issues, offering solutions and compensation, following up, and reviewing policies to prevent future problems. The goal is to understand customers' perspectives, take responsibility for issues, and ensure their satisfaction to rebuild broken relationships and improve service.
ollaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers. For example, customer feedback gathered from a technical support session could inform marketing staff about products and services that might be of interest to the customer. The purpose of collaboration is to improve the quality of customer service, and, as a result, increase customer satisfaction and loyalty.
The interaction of all persons that are involved in the process. The collaboration can be within the company and of course across organizational boundaries.
Integration focuses on the links between software and interfaces.
ollaborative CRM is an approach to customer relationship management (CRM) in which the various departments of a company, such as sales, technical support, and marketing, share any information they collect from interactions with customers. For example, customer feedback gathered from a technical support session could inform marketing staff about products and services that might be of interest to the customer. The purpose of collaboration is to improve the quality of customer service, and, as a result, increase customer satisfaction and loyalty.
The interaction of all persons that are involved in the process. The collaboration can be within the company and of course across organizational boundaries.
Integration focuses on the links between software and interfaces.
Customer Success Model PowerPoint Presentation Slides SlideTeam
Measure customer success using Customer Success Model PowerPoint Presentation Slides. Make sure customers achieve their desired outcomes while using your products and services. Evaluate customer satisfaction by adding these relevant customer success model complete presentation slideshow. This content-ready customer success model presentation comprises of topics such as customer segmentation, customer success cycle, customer success maturity model, pillars of customer success, and more. Analyse your customer service strategy to increase upsell opportunities. Add customer success PowerPoint templates to manage the relationship between a vendor and its customers. These templates are completely customizable. You can edit the color, text, icon and font size as per your need. Download customer success model complete presentation to satisfy the customers’ requirements which in turn improves the customer lifecycle value for the company. Our Customer Success Model Powerpoint Presentation Slides enable a glocal approach. They allow close contact with customers anywhere.
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
Unsatisfied customers will tell between 9 and 15 people about their experience. About 13% of unsatisfied customers tell more than 20 people. This is the reason why you have to be responsible and deal with all customers when they have something to say.
Here are top 10 ways of how to do that.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
Customer Success Model PowerPoint Presentation Slides SlideTeam
Measure customer success using Customer Success Model PowerPoint Presentation Slides. Make sure customers achieve their desired outcomes while using your products and services. Evaluate customer satisfaction by adding these relevant customer success model complete presentation slideshow. This content-ready customer success model presentation comprises of topics such as customer segmentation, customer success cycle, customer success maturity model, pillars of customer success, and more. Analyse your customer service strategy to increase upsell opportunities. Add customer success PowerPoint templates to manage the relationship between a vendor and its customers. These templates are completely customizable. You can edit the color, text, icon and font size as per your need. Download customer success model complete presentation to satisfy the customers’ requirements which in turn improves the customer lifecycle value for the company. Our Customer Success Model Powerpoint Presentation Slides enable a glocal approach. They allow close contact with customers anywhere.
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
Unsatisfied customers will tell between 9 and 15 people about their experience. About 13% of unsatisfied customers tell more than 20 people. This is the reason why you have to be responsible and deal with all customers when they have something to say.
Here are top 10 ways of how to do that.
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
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which ultimately evolved into today's portable music devices. If Edison had not developed the phonograph, imagine how life would be without easy access to music.
Employees need to enhance their workplace creativity. Doing so opens doors for new products and increased efficiencies. While creativity is important in the workplace, it is not useful if the new ideas are not acted upon. Innovation is the introduction of a new product. Think of innovation as putting your creative ideas into action. An important element of contributing to the success of any workplace is to continually identify new uses and applications for items and/or situations and then act upon those new ideas. Work on improving your creative and innovative skills in an effort to improve and/or contribute to your company's success.
101
102 Module 2 Workplace Basics
Excellent Customer Service Defined
An important business concept relating to workplace quality is customer service. Customer service is the treatment an employee provides the customer.
Customers expect excellent customer service. They want to be treated with respect and kindness. They not only want but expect employees to be competent, dependable, and responsive. They expect the business environment to be clean, safe, and organized.
A competent employee is an employee who knows the product(s) his or her company offers. Competent employees are able to answer questions when a customer asks. Customers expect employees to be able to help them decide on a purchase by giving them correct information about the product. If you cannot answer a question, direct the customer to another employee who can assist the customer.
Dependable means that you are reliable and taking responsibility to assist a customer. Do not pretend to know something when you do not know the answer to a customer's question. Customers expect you to help them solve their problems. Admit when you do not know the answer. You will gain respect in admitting that you do not know all the answers but are willing to find someone who can assist the customer. If there is a situation in which you seek assistance from another employee when helping a customer, do not just hand the customer over to the other employee without explaining the situation. Whenever possible, stay with the customer and learn from your coworker so that, in the future, you will know the answer the next time someone asks.
A responsive employee provides a customer personal attention. Being responsive means that you are aware of the customer's need, often before the customer even realizes that need. Some customers like to be left alone to shop for a product but want you near if questions arise. Other customers would like you to guide them step by step when purchasing a product. When a customer approaches your area, make every effort to acknowledge the customer as soon as possible. .
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Hamdard Laboratories (India), is a Unani pharmaceutical company in India (following the independence of India from Britain, "Hamdard" Unani branches were established in Bangladesh (erstwhile East Pakistan) and Pakistan). It was established in 1906 by Hakeem Hafiz Abdul Majeed in Delhi, and became
a waqf (non-profitable trust) in 1948. It is associated with Hamdard Foundation, a charitable educational trust.
Hamdard' is a compound word derived from Persian, which combines the words 'hum' (used in the sense of 'companion') and 'dard' (meaning 'pain'). 'Hamdard' thus means 'a companion in pain' and 'sympathizer in suffering'.
The goals of Hamdard were lofty; easing the suffering of the sick with healing herbs. With a simple tenet that no one has ever become poor by giving, Hakeem Abdul Majeed let the whole world find compassion in him.
They had always maintained that working in old, traditional ways would not be entirely fruitful. A broader outlook was essential for a continued and meaningful existence. their effective team at Hamdard helped the system gain its pride of place and thus they made an entry into an expansive world of discovery and research.
Hamdard Laboratories was founded in 1906 in Delhi by Hakeem Hafiz Abdul Majeed and Ansarullah Tabani, a Unani practitioner. The name Hamdard means "companion in suffering" in Urdu language.(itself borrowed from Persian) Hakim Hafiz Abdul Majeed was born in Pilibhit City UP, India in 1883 to Sheikh Rahim Bakhsh. He is said to have learnt the complete Quran Sharif by heart. He also studied the origin of Urdu and Persian languages. Subsequently, he acquired the highest degree in the unani system of medicine.
Hakim Hafiz Abdul Majeed got in touch with Hakim Zamal Khan, who had a keen interest in herbs and was famous for identifying medicinal plants. Having consulted with his wife, Abdul Majeed set up a herbal shop at Hauz Qazi in Delhi in 1906 and started to produce herbal medicine there. In 1920 the small herbal shop turned into a full-fledged production house.
Hamdard Foundation was created in 1964 to disburse the profits of the company to promote the interests of the society. All the profits of the company go to the foundation.
After Abdul Majeed's death, his son Hakeem Abdul Hameed took over the administration of Hamdard Laboratories at the age of fourteen.
Even with humble beginnings, the goals of Hamdard were lofty; easing the suffering of the sick with healing herbs. With a simple tenet that no one has ever become poor by giving, Hakeem Abdul Majeed let the whole world find compassion in him. Unfortunately, he passed away quite early but his wife, Rabia Begum, with the support of her son, Hakeem Abdul Hameed, not only kept the institution in existence but also expanded it. As he grew up, Hakeem Abdul Hameed took on all responsibilities. After helping with his younger brother's upbringing and education, he included him in running the institution. Both brothers Hakeem Abdul Hameed and Hakim Mohammed
Hotel management involves overseeing all aspects of a hotel's operations to ensure smooth functioning and exceptional guest experiences. This multifaceted role includes tasks such as managing staff, handling reservations, maintaining facilities, overseeing finances, and implementing marketing strategies to attract guests. Effective hotel management requires strong leadership, communication, organizational, and problem-solving skills to navigate the complexities of the hospitality industry and ensure guest satisfaction while maximizing profitability.
2. Difficult Customers
Mastering interactions with difficult
customers involves five steps :
1. Determining the reason for the problem
2. Identifying the root cause
3. Rectifying the situation
4. Restoring the relationship
5. Fixing what needs to be fixed
3. Difficult Customers
By the end of this lesson you should know:
How to determine the reason for a customer’s problem
calmly and with empathy
With the available information, how to determine the root
cause of the problem
How to rectify the situation once you have the root cause
How to restore the broken relationship between the
customer and Mama’s Subs
How to fix the problem so that it does not happen again
4. Step 1: Determining the reason
for the problem
The first step is the most critical: it is where you find
out why the customer is upset
What you say and how you say it are important
Remember, your customer is upset; you do not want to
do anything to make them more frustrated
5. Determining the reason for the
problem
Apologize
The first words you should say are, “I’m sorry”
It is important to apologize to the customer, whether or not you
or Mama’s Subs is at fault
Assure the customer you are going to help
When you give your assurance up front, it can help you put your
customer in a different frame of mind
EX: “I’m so sorry that happened, ma’am. I’ll be happy to help
you.”
Restate the customer’s opening statement
Customers who are upset or angry may not communicate well.
By first repeating their opening statement, you will ensure you
are on the right track
6. Determining the reason for the
problem
Listen carefully
After assuring the customer you are going to help, listen to
the details of the problem without interrupting.
Listen to the complaint, and you will discover why the
customer is upset
Write down key details
Pay attention to clues that will help you understand what
happened
Make note of details that will help you solve the problem
(e.g., who the customer was giving orders to at the time of
the incident)
7. Determining the reason for the
problem
Display empathy
Before you proceed, let the customer know that you
understand their feelings
Try to put yourself in the customer’s shoes
No matter how the customer speaks to you, look at the
problem from their perspective
Remain Composed
It is important that you stay composed from the beginning
to the end of your interaction with a difficult customer
Becoming defensive and mirroring a customer’s behavior
will only agitate the customer further
By maintaining self-control, you will give yourself time to
analyze the cause for the customer’s frusteration
8. Step 2: Identifying the root cause
Once you determine why the customer is upset, your
next step is to figure out the cause of the problem
It is not enough to simply know the reason for the
problem; you have to dig deeper to determine the root
cause
9. Identifying the root cause
Investigate the situation
Once you have determined what the problem is, ask the
customer politely to hold on while you find out what happened
This may mean asking fellow coworkers if they know anything
about the situation
It may also mean going to the restaurant manager to explain
the situation and determine if they know anything
Determine if the customer has a valid complaint
After investigating and gathering information, determine
whether the customer’s complaint is legitimate
Even if you cannot determine a valid cause for the compliant,
it may still be advisable to rule in favor of the customer
You may not know who was responsible for the problem, but that
does not mean the customer’s complaint is invalid
10. Identifying the root cause
Apologize again if necessary
If your investigation leads to the conclusion that someone at
Mama’s Subs is at fault, take responsibility and apologize again
Apologizing again reiterates your concern and desire to make
things right with difficult customers
Explain what happened
Keep emotion out of your voice and be strict to the facts
Be truthful, even if it means saying Mama’s Subs made a
mistake (you will not be fired for telling the truth)
Covering up, behaving evasive, or lying is not an acceptable
policy
11. Step 3: Rectifying the situation
You have investigated the situation and
determined the cause of the problem;
now it is time to offer a solution
If you can rectify the problem to the
customer’s satisfaction, you get off easy
More than likely, that is not going to be
the case, and you are going to offer a
solution a customer does not want to
hear
What you say and how you say it make a
big difference in the customer’s
response
12. Rectifying the situation
Tell the customer what you will do to solve the problem
Speak clearly and explain specifically what you will be able
to do to rectify the problem
If you are handling a customer who is extremely upset or
difficult, take a deep breath to calm your nerves and think
about what you will say before proceeding
Focus on what you can do
Always focus on the positive and state what you are able to
do rather than what you cannot do
This will put you in the right mindset to help the customer
no matter how difficult to handle the problem may be
13. Rectifying the situation
Offer your best solution
By offering the best solution you can, you will sound more
confident when presenting your solution
Putting yourself in the customer’s shoes will help you understand
how your solution may be received
Never assign blame to the customer
When you offer your solution, do not fault the customer
When you are trying to help a difficult customer, it is never wise
to blame them
Similarly, never shirk responsibility by blaming another employee
As a representative, you speak for the whole restaurant
Use “I” or “we” when referring to Mama’s Subs to show you are
accountable
14. Rectifying the situation
Show compassion
If the customer expresses dissatisfaction with your solution
(and this is very likely to occur), let them know that you
understand
You may not be able to fix the problem in the manner the
customer may like, but you can at least show you care
Offer an alternative solution
If your best solution is not suitable for the customer, try to find
something that will work
If you do not know how to resolve a problem, ask for the
customer’s input
Then work together to come up with a realistic solution that is
mutually accepted
15. Rectifying the situation
Contacting a restaurant manager
If you are unable to come up with a solution to help the
customer, contact your restaurant manager to talk with them
If your restaurant manager is not available, take down the
customer’s information and assure them that they will be
contacted by the manager about their issue
In some cases, customers prefer to talk to managers about
issues
This is perfectly normal
Do not take the request personally
Grab the manager or take down the customer’s information if the
manager is unavailable
16. Step 4: Restoring the relationship
What you say next can go a long way in mending the
broken relationship
When the bond is broken, you have to work hard to
rebuild it
17. Restoring the relationship
Thank the customer for allowing you to help them
After satisfactorily resolving the customer’s problem, go one
step further and thank them
You cannot take back what happened, but you can say
something to let your customers know you value them
Tell the customer what you will do to avoid the problem in
the future
Let the customer know that resolving the problem is important
to Mama’s Subs
State what steps you will take to avoid future occurrences
When you take the time to acknowledge that there is a
problem that can be fixed, it makes the customer feel valued
The customer will feel they are part of the solution
18. Restoring the relationship
Offer some sort of compensation or restitution
Give the customer something more than is asked for, even if
it is only a symbolic gesture (e.g., one free sub and combo
coupon)
Doing this will not make the problem go away, but it will
make the customer feel good about you and Mama’s Subs
Make a follow up call or visit
As a courtesy to your customer, follow up to make sure the
solution was satisfactory
This shows the customers that you are willing to go above and
beyond to make sure they are taken care of
19. Step 5: Fixing what needs to be
fixed
When you take care of a customer’s problem to his or
her satisfaction, you feel good
Unless you fix what went wrong, however, the same
type of problem is likely to happen again
20. Fixing what needs to be fixed
Analyze what went wrong
Sometimes this will not be easy
For example, if the problem was cause by another
employee, it will be difficult to determine exactly
where they went wrong
Still, something can be done to avoid potential
problems
A restaurant manager can be informed about the
situation and may ask all employees to verify and
clarify what went wrong
21. Fixing what needs to be fixed
Review Mama’s Subs policies and procedures
This information can be found in the employee handbook
If you are having frequent complaints in one area, analyze
the policies and procedure
If you feel like something in the handbook needs to be
changed, notify your restaurant manager as soon as possible
They can send a report to headquarters with a request to alter
the policy/procedure
Change to make things better
When you are part of a solution, you will be more satisfied
with the work you do
As a voice for Mama’s Subs, you can make a difference in the
lives of customers