Managing Customer Service

Strategies for working with Strategies for working with various types of customersvarious types of customers

Angry CustomersAngry Customers• Be positiveBe positive

• Acknowledge the customer’s feelings Acknowledge the customer’s feelings or angeror anger

• ReassureReassure

• Remain objectiveRemain objective

• Determine the causeDetermine the cause

Angry CustomersAngry Customers

• Listen actively Listen actively

• Reduce frustrationsReduce frustrations

• Negotiate a solutionNegotiate a solution

• Conduct follow-upConduct follow-up

Dissatisfied CustomersDissatisfied Customers• ListenListen

• Remain positiveRemain positive

• Smile, give your name, and offer Smile, give your name, and offer assistanceassistance

• Don’t make excusesDon’t make excuses

Dissatisfied CustomersDissatisfied Customers• Be compassionateBe compassionate

• Ask open-ended questionsAsk open-ended questions

• Verify informationVerify information

• Take appropriate actionTake appropriate action

Indecisive CustomersIndecisive Customers

• Be patientBe patient

• Ask open-ended questionsAsk open-ended questions

• Listen activelyListen actively

• Suggest other optionsSuggest other options

• Guide decision-makingGuide decision-making

Demanding CustomersDemanding Customers• Be professionalBe professional

• Respect the customerRespect the customer

• Be firm, fair, and focus on the Be firm, fair, and focus on the customer’s needscustomer’s needs

• Tell the customer what you Tell the customer what you cancan do do

Rude CustomersRude Customers

• Remain professionalRemain professional

• Don’t resort to retaliationDon’t resort to retaliation

Talkative CustomersTalkative Customers• Remain warm and cordial, but Remain warm and cordial, but

focusedfocused

• Ask specific open-ended questionsAsk specific open-ended questions

• Use closed-ended questions to Use closed-ended questions to controlcontrol

• Manage the conversationManage the conversation

What causes customers to What causes customers to become dissatisfied?become dissatisfied?

What tactics can you use What tactics can you use to deal with angry to deal with angry

customers?customers?

What can you do to assist What can you do to assist indecisive people in indecisive people in

coming to a decision?coming to a decision?

Why might some Why might some customers feel they have customers feel they have

to demand things from to demand things from others?others?

How can you effectively How can you effectively deal with rude or deal with rude or

inconsiderate inconsiderate customers?customers?

What are some steps to What are some steps to help regain control of a help regain control of a

conversation with a conversation with a talkative customer talkative customer

without causing offense?without causing offense?

http://www.labour.gov.sk.ca/safety/violence/policy/procedure4.htm

http://www.alliancelibrarysystem.com/safeharbor/index.cfm?sectionID=128

http://www.jjlauderbaugh.com/Articles/iratecustomers.html

http://www.screamingmeme.com/page.asp?id=100

Further study - Further study -