Académique Documents
Professionnel Documents
Culture Documents
4% 5% 9%
Customer dissatisfied with product quality 14% Customer turned away by an attitude of indifference on part of service provider.
68%
or
-- Appearance of our facilities -- Appearance of our people -- How we treat our customers -- How we treat each other
FRIENDLINESS UNDERSTANDING AND EMPATHY FAIRNESS CONTROL INFORMATION OPTIONS AND ALTERNATIVES
Individual Strategies!
Eye to Eye About Face From the Waist Up Nod Face the Customer Lean Forward A Touchy Subject Tone Of Voice 38% Words 7%
Individual Strategies
100% said theyve witnessed incivility at work. 25% said its hard to keep a positive attitude when dealing with customers. 20% felt most customers were too demanding. 15% said that dealing with customers gets in the way of getting their job done.
Individual Strategies
Sometimes circumstances force you to say no. Saying yes does not guarantee a happy customer. Saying no does not mean that you have to end up with an unhappy customer.
Individual Strategies
1. THE HARD NO
Never in a million years
2. THE SERVICE NO
What I will do is What you can do is...
Individual Strategies
STEP 1: Let the customer vent Zip your lip Dont take it personally
Dealing with Difficult People
I can see why you feel that way. I see what you mean. That must be very upsetting. I understand how frustrating this must be. Im sorry about this.
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The image cannot be displayed. Your computer may not have enough memory to open the image, or the image may have been corrupted. Restart your computer, and then open the file again. If the red x still appears, you may have to delete the image and then insert it again.
Beware of Your Body Language Remember the 5 Steps in Dealing with Difficult Customers: 1. Let the Customer Vent 2. Express Empathy 3.. Problem Solve 4. Agree on a Solution 5.. Follow-Up