When a Customer Asks Inappropriate Questions<br />By VanSight<br />
COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd<br />2<br />No part of this publication may be reproduced or ...
The Situation<br />You may come across situations where a customer asks Questions you deem to be personal and/or not relat...
Techniques Used<br />4<br />Refocus <br /> Broken Record <br />
Dialogue<br />5<br />During a normal conversation with a customer, the customer starts to ask questions that don’t seem to...
Dialogue<br />6<br />Customer: So, what’s it like to work here?<br />Employee: I don’t want to take up your time talking a...
Dialogue<br />7<br />Customer: Well, I was hoping to apply for a job here and was hoping for a bit more information. But y...
Explanations <br />8<br />While the customer’s questions are not that intrusive, the employee does not want to be put in a...
How to Diffuse the Situation<br />9<br />The broken record technique helps the employee avoid any direct argument and send...
How to Purchase & Download full Course from VanSight.<br />10<br />Download Presentation from        <br />www.vansight.ne...
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2. When A Customer Asks Inappropriate Questions

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2. When A Customer Asks Inappropriate Questions

  1. 1. When a Customer Asks Inappropriate Questions<br />By VanSight<br />
  2. 2. COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd<br />2<br />No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice.<br />VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. <br />Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. <br />This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.<br />
  3. 3. The Situation<br />You may come across situations where a customer asks Questions you deem to be personal and/or not related to the customer service process. These kinds of questions May be quite benign or quite personal and even offensive.<br />How do you handle these situations in a diplomatic and tactful way?<br />3<br />
  4. 4. Techniques Used<br />4<br />Refocus <br /> Broken Record <br />
  5. 5. Dialogue<br />5<br />During a normal conversation with a customer, the customer starts to ask questions that don’t seem to be related to the discussion. Here’s how that situation can be addressed.<br />
  6. 6. Dialogue<br />6<br />Customer: So, what’s it like to work here?<br />Employee: I don’t want to take up your time talking about my experience here, so perhaps we can get back to discussing the features of the services you are interested in. <br />Customer: Well, I really want to know what it’s like to work here. So what’s the scoop?<br />Employee: It’s like any place, really. So, you’re interested in our computer repair services? Is there something specific You’d like to know about that? <br />
  7. 7. Dialogue<br />7<br />Customer: Well, I was hoping to apply for a job here and was hoping for a bit more information. But yes, I have a problem with my computer that I need to have fixed.<br />Employee: I understand. I can’t help you with the job, but I can help you with your computer problem. Let’s see What we can do. <br />
  8. 8. Explanations <br />8<br />While the customer’s questions are not that intrusive, the employee does not want to be put in an awkward position by answering them. <br />In this example, the employee layers two techniques, refocus and broken record.<br />Refocusing is intended to encourage the customer to return to the issue that the employee is able and willing to help with. <br />Broken recording (repeating the same Theme) is used to reinforce the idea that the employee won’t be responding to off-topic questions .<br />
  9. 9. How to Diffuse the Situation<br />9<br />The broken record technique helps the employee avoid any direct argument and sends a firm but not aggressive message.<br />The broken record technique works best when you send the same message but in different words. <br />You don’t want to repeat the same sentence verbatim. vary the Dialogue.<br />
  10. 10. How to Purchase & Download full Course from VanSight.<br />10<br />Download Presentation from <br />www.vansight.net<br />

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