5. Handling Challenging Customers.pdf

You might say something like i can understand why

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customer’s side. You might say something like, “I can understand why you’re upset.” Remain objective and calm. Take responsibility and keep a focus on achieving results. Assure the customer, “I’m sure we can fix this.” Involve the customer. This returns a sense of empowerment to a customer who may be feeling powerless. Ask, “How would you like to see this resolved?” Provide clea r options and steps to a resolution. Say, “Here is what we are going to do.” Exceed a customer’s expectations. Let the customer know, “… a nd here is what else we have for you.” Finally, assure the customer that you will advise management of the problem to prevent a similar situation in the future. If you can apply these simple tips, you might be able to handle most of the difficult customer interactions that come your way. And, the final best tip: when in need, call for
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