Topic 9 handling difficult guests

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customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management

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Topic 9 handling difficult guests

  1. 1. Projecting the Right Attitude By: Sylvester Motulis
  2. 2. THE CUSTOMER IS NOT ALWAYS RIGHT BUT... • The customer is always the customer and this means simply that solving the problem is often more important than who is right • If you can solve their problem without blaming yourself or others, you will reduce stress, everyone will feel better and you will be on your way to CUSTOMER SATISFACTION
  3. 3. DIFFERENCE BETWEEN A COMPLAINING CUSTOMER AND A DIFFICULT CUSTOMER  A complaining customer is somebody whose needs and expectations have not been met  A difficult customer is somebody who is a challenge to serve because of their personality, for example, they may be rude, impatient or talkative 3
  4. 4. TYPES OF DIFFICULT CUSTOMERS Rude Customer Can be rude to everyone - they just don’t feel comfortable being nice. - DO Ignore their rudeness and don’t take it personally - DON’T Become Rude and Aggressive Impatient Customer Always in a hurry - and it won’t matter how quickly you serve them - they will still be impatient - DO Serve them quickly and politely - DON’T Waste their time with conversation and they may not want you trying to sell them products and services 4
  5. 5. TYPES OF DIFFICULT CUSTOMERS  Confused Customer Find it difficult to make decisions and may take a long time to decide - DO Be helpful by making suggestions and asking questions - DON’T Rush them - they could become flustered and embarrassed  Talkative Customer Wants to talk and could spend all day doing it - DO Be friendly and attentive - Lead the conversation - DON’T Ignore them or give them all your attention so other customers are ignored Provide Service to colleagues and customers 5
  6. 6. HOW CAN A CUSTOMER BE DIFFICULT? (cont)      Noisy Talkative Confused - unable to make decisions Silent Fussy 6
  7. 7. WHY ARE THEY DIFFICULT? • They are often • They are difficult for expressing a need but their own reasons are choosing an NOT BECAUSE OF appropriate and YOU impolite way to communicate this need
  8. 8. COMMON REASONS FOR BEING DIFFICULT • Tired or frustrated • Confused or overwhelmed • Defending their ego • Unfamiliar with situation • Feel ignored • Under influence of drink or drugs • • • • Don’t understand In bad mood In a hurry other reasons…..
  9. 9. Most common complaints... • Wrong information • Poor service • Accommodation unsatisfactory • Overcharged
  10. 10. HOW DO I DEAL WITH THESE PEOPLE? • “this job would be great if it weren’t for the difficult people”
  11. 11. FREQUENT FRUSTRATIONS • Others blame you for problems over which you have not control • People pressure you with last minute requests • Superiors don’t understand your job • You don’t get the right info or materials needed to do job properly • People change their minds
  12. 12. BELIEFS ARE OFTEN A BARRIER TO PROBLEM SOLVING
  13. 13. SO HOW CAN I COPE WITH THESE DIFFICULT PEOPLE? ?
  14. 14. APPROACH THEM PROFESSIONALLY AND NOT PERSONALLY • TAKING THINGS PERSONALLY CAN HURT YOU AND OTHERS • TAKING A SITUATION PROFESSIONALLY PAYS OFF FOR EVERYONE
  15. 15. REMIND YOURSELF! • This is my job and I’m • reinforce this by saying… going to do it • “I like the job, not professionally because it’s easy, not • If it were not for these because there are no customers I would not difficult people, not have a job because there are no • every time I solve a frustrations but problem I will feel because people are better part of any job and I can make things easier by taking things professionally
  16. 16. LISTEN FOR THE SIGNALS THAT YOU ARE TAKING THINGS PERSONALLY !!
  17. 17. WHAT ARE THE MOST COMMON COMPLAINTS? • DO YOU KNOW HOW TO HANDLE THESE? • WHAT WOULD YOU SAY? • WHAT WOULD YOU DO?
  18. 18. HANDLING COMPLAINTS • • • • • • • • Take aside Listen Repeat Apologize Acknowledge Explain action Thank Follow-up • REMEMBER TO NOT TAKE IT PERSONALLY • REMAIN CALM • FOCUS ON PROBLEM AND NOT PERSON • TURN UNHAPPY PERSON INTO HAPPY CUSTOMER
  19. 19. CHECK YOU CUSTOMER SERVICE ATTITUDE
  20. 20. ATTITUDE IS THE KEY TO SUCCESS Attitude is your mental position on facts – or more simply, the way you view things
  21. 21. FIVE POINTS ABOUT ATTITUDE TO REMEMBER • your attitude towards • your attitude affects customers influences everyone who comes your behaviour. You in contact with you cannot always • tone and body camouflage how you language reflect your feel attitude • your attitude • your attitude is not determines the level of fixed. The attitude job satisfaction you choose to display is up to YOU
  22. 22. SUMMARY • Be positive • Take things professionally and not personally • Aim for customer satisfaction, not just service • Solve problems without blaming yourself or others • Remember attitudes are caught, not taught
  23. 23. and finally… • THINK OF HOW MANY LIVES YOU INTERACT WITH EACH DAY PROFESSIONALLY AND PERSONALLY AND CONSIDER THIS: • “there never was, there isn’t now, and there never will be again another person specifically powerful like me who could have influenced that life in that moment of time uniquely the way I could have…”

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