Chapter #5 Summary and notes

Chapter #5 Summary and notes - Slide Sho w Outline 1 Lesson...

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1 Lesson 5: Handling Difficult Customer Situations 2 Objectives Understand why customers sometimes behave in challenging ways Use proven techniques to handle irate, difficult, and demanding customers Learn to respond, not react, to difficult customer situations Take positive steps to stay calm and in control 3 Handling Difficult Customer Situations Most customers are pleasant, calm, and appreciative of analysts’ efforts There are times when customers become upset, angry, and demanding These difficult situations can be extremely stressful You cannot control your customers’ behavior You can control your response to their behavior You can develop the skills needed to handle even the most difficult situations 4 Handling Upset, Angry, and Demanding Customers We all have bad days Most customers who contact the help desk are reasonable, pleasant, and grateful for your help Difficult customer situations are the exception, not the rule Difficult situations can affect your attitude and your interactions with customers Try to consider and treat each customer and each situation as unique 5 Understanding Customer Behavior Empathy – The act of identifying with and understanding another person’s
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situation, feelings, and motives Being empathetic does not mean you are responsible It is your responsibility to acknowledge that the customer is upset and do everything you can to help The frustration a customer experiences dealing with a technical problem may be compounded when he or she tries to obtain support Your company or department may be responsible for situations that cause frustration or confusion 6 Understanding Customer Behavior (continued) 7 Understanding Customer Behavior (continued) Remember that there is always something that you can do Communicate each and every customer complaint to management Give your customers the benefit of the doubt; they may just be having a bad day Be honest and don’t blame customers when you’re the one having a bad day Strive to be positive and professional at all times 8 Winning Over Difficult Customers Working with difficult customers requires patience and composure How you respond to difficult customers, particularly during the early moments of your conversation, will greatly influence their perception and willingness to work with you You can make a difficult situation worse by failing to: o Listen o Empathize with the customer’s situation
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o Communicate with positive statements 9 Winning Over Difficult Customers (continued) 10 Winning Over Difficult Customers (continued) Step 1. Get Focused: o Take a deep breath. Put a smile on your face. Sit or stand up straight. Get your notepad ready. Step 2. Let the Customer Vent:
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Chapter #5 Summary and notes - Slide Sho w Outline 1 Lesson...

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