In the height of busy times it is sometimes difficult

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In the height of busy times, it is sometimes difficult to follow these steps and techniques, but if you have had a bad experience, review these suggestions and see how you may have handled things differently. A few words to consider… OUR CUSTOMERS - Customers are the most important people …in person on the phone or by mail. - Customers are not dependent on us… we are dependent on them. - Customers are not an interruption of our work… they are the purpose of it.
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- We are not doing them a favor by serving them… they are doing us a favor by giving us an opportunity to do so. - Customers are not someone to argue or match wits with. Nobody ever won an argument with a customer. - Customers are people who bring us their wants. It is our job to handle them profitably, to them and to ourselves. - Dealing with Difficult Customers If you’re in a public contact position, chances are you’ll Encounter angry customers. If customers are not handled effectively, they may remain angry, - Refusing to do further business with your organization. They will also make you angry and upset as well! - Resolving a customer’s anger helps you feel better about yourself, increases your job satisfaction, makes you look good to your supervisor, and enables your organization to keep customers satisfied and coming back. HERE ARE THE SUGGESTED STEPS TO DEAL EFFECTIVELY WITH AN ANGRY OR DIFFICULT CUSTOMER : Identify the angry customer. Learn to read verbal and non-verbal language. There are two types of anger: a) Aggressive – person expresses feelings immediately. Anger and hostility are obvious. There is often use of sarcasm describing the merchandise or situation, rapid or abrupt speech, or raised voice. b) Passive – person keeps his/her anger inside, but their body language gives them away. They plan never to return or do business with your organization again. Diffuse the customer’s anger. Deal with the customer’s feelings. Do it in the following way: a) Empathize– enter into the feeling and spirit of the person. Put yourself in their “shoes.” You need to try to understand what they’re saying, from their point of view. To do this you must be a good listener who blocks out distractions. Show them that you’re really listening by maintaining eye contact, nodding and saying, “I see”, or “I understand how you must feel.” As they talk, the anger will dissipate and you’ll get more information about the problem or situation. If the customer is aggressively angry, let their tirade flow uninterrupted until it’s exhausted. If the customer is passively angry, it’s better to confront their anger and
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bring it out into the open by saying something like “I’m sorry you’re upset about this. Let’s see what we can do about solving the problem.” b) Ask questions – learn as much as you can about the situation before you attempt a solution.
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  • Spring '16
  • COLLINS CASHMIR
  • Economics, supervisor., Institute of Customer Service

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