DiffCustLectFall02

DiffCustLectFall02 - HRIM 330 Dealing with Difficult...

Info iconThis preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
HRIM 330 Dealing with Difficult Customers Lecture Why customers leave as according to study (Customer Relationship Management – Making Hard Decisions with Soft Numbers, Anton, Jon, 1996): 1% - Die 14% - Various reasons 17% - Dissatisfied with the product 68% - Shortcomings in customer service Types of Difficult Customers - The following types of difficult customers and pointers to help deal with each category: “Bullies” – May explode or just generally be pushy. Are often your regular or “special” customers. Separate from other customers if possible. May be calmer after letting off some steam. Be firm but polite. Always maintain eye contact. “Whiners” – Often their attitude stems from a larger and different problem. Be empathetic (to their larger problem if you can identify it). Ask for specifics of their complaint by asking them to specify vague wordings such as “always” or “never”, etc. “Backstabbers” – Known to complain directly to your supervisor,
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 01/26/2011 for the course HRIM 318 taught by Professor Howard,paul during the Fall '10 term at Penn State.

Page1 / 2

DiffCustLectFall02 - HRIM 330 Dealing with Difficult...

This preview shows document pages 1 - 2. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online