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Customer service 4
- 1. presented by Sue Brodie mindstream Customer Service Masterclass
- 2. Business Masterclass Series Define Your Customers Customer Service Skills that Matter Dealing with Difficult Customers Move your Customers From Deluded to Devoted Wed 5th October Thu 27th October Tue 8th November Tue 22nd November
- 3. ORDINARY WHAT ONE THING DID YOU IMPLEMENT TO MOVE FROM ORDINARY EXTRA TO
- 4. Dealing with Difficult Customers
- 5. What are the things that annoy you?
- 6. The different types of difficult customers The barnacles The know it alls The bullies The blamers The connivers The I want it all
- 7. How to avoid moments of misery
- 9. Patience
- 11. Attentiveness
- 12. Ability to read your customer
- 13. ability to handle curve balls
- 14. the 4 wise w’s What? What? When? Who?
- 15. When things don't go right
- 16. 8 steps towards solving issues Greet in a welcoming manner Empathise - Please let me make this right for you Listen Address the issue Offer additional help - and gain verbal agreement Follow through 1. 2. 3. 4. 6. 5. Ask questions to test that you understand the issue Ask questions to get to the real cause 7. 8.
- 18. Stay calm
- 19. Calm is a super power
- 20. The customer is not always right but let them be wrong with dignity
- 21. outstanding that your competitors f
- 23. How to move from Ordinary to ExtraOrdinary
- 24. Most of all Have fun
- 25. Thank you
Editor's Notes
- Make sure you understand exactly what the customers expectations are - and what you can deliver
- Make sure you understand exactly what the customers expectations are - and make sure the customer understand exactly what you can deliver. Make sure the two are in alignments
- When dealing with customers be sure to stay patient - especially when they come to you stumped and frustrated Be sure to take the time to find out what it is they really want Remember - you are the expert
- Im sorry we’re out of stock That item has been popular - we have more coming in next week. Would you like me to put your name down on our waitlist and I can call you as soon as it arrives.
- The ability to listen to your customers is so crucial - especially when they are upset, angry or frustrated.
- Look at your customers body language Listen to their tone
- Sometimes you’ll get a situation that you may not have experienced before - and there are no guidelines for it
- Sometimes you’ll get a situation that you may not have experienced before - and there are no guidelines for it What’s going on? Who can I get to help me? What can I do to rectify this? When can I rectify this by?
- make sure you are getting to the issue at hand - sometimes the problem they first tell you is actually not the problem at all. Clarify back to them And make sure that the solution you are offering is what they want
- Get to the real cause - paraphrase back if you need to Gain a verbal agreement - will this work for you
- make sure you are getting to the issue at hand - sometimes the problem they first tell you is actually not the problem at all. Clarify back to them And make sure that the solution you are offering is what they want
- You cannot let an angry customer force you to loose your cool Practice calmness - it spreads Its your job to be the rock for your customer - especially when they think their world is falling down