Dealing With Customer Dealing With Customer IssuesIssues

Date:___________Date:___________Student Notes Student Notes

http://www.offthemarkcartoons.com/cartoons/1999-07-02.gif

http://images.google.com/imgres?imgurl=http://www.glasbergen.com/images/div12.gif&imgrefurl=http://www.glasbergen.com/cat.html&h=432&w=568&sz=14&hl=en&start=5&tbnid=ZkVfEd0OyuEtuM:&tbnh=102&tbnw=134&prev=/images%3Fq%3DCustomer%2BService%2BCartoons%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG

http://images.google.com/imgres?imgurl=http://www.glasbergen.com/images/div12.gif&imgrefurl=http://www.glasbergen.com/cat.html&h=432&w=568&sz=14&hl=en&start=5&tbnid=ZkVfEd0OyuEtuM:&tbnh=102&tbnw=134&prev=/images%3Fq%3DCustomer%2BService%2BCartoons%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG

http://www.csun.edu/brucelammers/marketinghumor/dilbert_customerservice.jpg

Consistently telling customers that ______ _____________ care about _________ _____________________and their problems!

“Grand Intention© ”: Expressing to customers that you understand:

1. _____________________________

2. ______________________________

“Grand Intentions© also work to:

1. __________________________________________

2. __________________________________________

__________________________________________

Key #1: Key #1: Focus on _______ vs. __________Focus on _______ vs. __________ No one likes to hear customers ______________No one likes to hear customers ______________ To prevent this defensive mindset, learn to treat To prevent this defensive mindset, learn to treat

customer ______________ as ______________:customer ______________ as ______________: Customers who express concerns are helping you:Customers who express concerns are helping you:

__________ _____________________ ___________ __________ _____________________ ___________ __________ _____________________ ___________

Focusing on customer concerns vs. complaints Focusing on customer concerns vs. complaints immediately shifts negative situations into ones that immediately shifts negative situations into ones that are: are:

________________________________ ________________________________ ________________________________

Key #2: Key #2: Empowered Front-Line ___________Empowered Front-Line ___________ Customers won’t become upset if front-line Customers won’t become upset if front-line

employees are empowered to make reasonable on-employees are empowered to make reasonable on-the-spot decisionsthe-spot decisions

This empowerment requires ______important This empowerment requires ______important factorsfactors

________________________________ ______________________________________________________________________________________________________

__________________________________________ Your employer must _______ you Your employer must _______ you They must believe that you will make the ______ _________ They must believe that you will make the ______ _________

possible for their business and for the customerpossible for their business and for the customer Businesses don’t get ____________ for ______ Businesses don’t get ____________ for ______

They ___________ customers by making sure that all They ___________ customers by making sure that all front-line employees are empowered with on-the-spot front-line employees are empowered with on-the-spot decision-making abilities. decision-making abilities.

Key #3: Key #3: Prove that ___________________Prove that ___________________

When a customer is voicing their dissatisfaction:When a customer is voicing their dissatisfaction: __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________

Then: ________ you’ve heard them!Then: ________ you’ve heard them! _______________:_______________:

Repeat what the customer said.Repeat what the customer said. Tell them WHY you’re repeating them “I want to make sure I understand Tell them WHY you’re repeating them “I want to make sure I understand

what you’re saying – this is what I heard you say _________________”what you’re saying – this is what I heard you say _________________”

__________________________________ Restate what the customer saidRestate what the customer said So what you’re telling me is ____________________”So what you’re telling me is ____________________”

_____________ & ______________ lets the _____________ & ______________ lets the customer KNOW that you truly understand the customer KNOW that you truly understand the problem. problem.

Key #4: Key #4: Express Sincere ______________Express Sincere ______________

Virtually _____ upset customer feels frustrated because Virtually _____ upset customer feels frustrated because ________________________________________________________________________________________

It’s THAT simpleIt’s THAT simple

Whether or not they have a valid reason for feeling Whether or not they have a valid reason for feeling frustrated is ____________________________frustrated is ____________________________

Upset customers need to know that you careUpset customers need to know that you care ____________________________________________________________ ______________________________________________________________

____________________________________________________ Use phrases like, “Gosh, that sounds frustrating.” Or, “I’d feel Use phrases like, “Gosh, that sounds frustrating.” Or, “I’d feel

the same way if I were you.”the same way if I were you.”

Empathizing diffuses angry customers ________ Empathizing diffuses angry customers ________ _______ _____________ __________ ________ ______._______ _____________ __________ ________ ______.

Key #5: Key #5: __________ and _________Extras.__________ and _________Extras.

______________________________________________________________________________ Even if it wasn’t your fault.Even if it wasn’t your fault. You represent your business to that customer – You represent your business to that customer –

apologize on behalf of the entire companyapologize on behalf of the entire company

__________________________________________________________________________________ Give the customer the benefit of the doubtGive the customer the benefit of the doubt

By erring on the side of the customer you will ensure By erring on the side of the customer you will ensure repeat and spin-off business for many years to come.repeat and spin-off business for many years to come.

If the product / service really fell short of the mark, If the product / service really fell short of the mark, __________________________________________________________________________________

Refunds & exchanges often aren’t enough – Refunds & exchanges often aren’t enough – Give customers ___________ ______ ____________, Give customers ___________ ______ ____________,

including any small gesture or token of appreciationincluding any small gesture or token of appreciation

Bizarre Reason #1: Bizarre Reason #1: ____________________________________________________________ Customers prefer doing business with Customers prefer doing business with

individuals who meet their ________ individuals who meet their ________ ____________________

If you want to keep customers, _____ in a If you want to keep customers, _____ in a manner that __________ __________manner that __________ __________

_______ __________ may not be “fair,” but they _______ __________ may not be “fair,” but they are the realities of the business world.are the realities of the business world.

Employees are hired to _____ _____ ____ Employees are hired to _____ _____ ____ customers – not express their _____________customers – not express their _____________

Bizarre Reason #2: Bizarre Reason #2: ______________________________________________________________ Customers don’t want to ______ Customers don’t want to ______

___________ to understand you___________ to understand you Speak the _____ _________ clearlySpeak the _____ _________ clearly

This concept has nothing to do with This concept has nothing to do with discrimination based on ______ ______ discrimination based on ______ ______ ____ _________________ _____________

It has to do with ______ ____________ It has to do with ______ ____________ ______ that are essential to do the job.______ that are essential to do the job.

Bizarre Reason #3: Bizarre Reason #3: ____________________________

Don’t exaggerate to tell the _________ Don’t exaggerate to tell the _________ what they want to hearwhat they want to hear

If a task will take 15 minutes to complete, don’t If a task will take 15 minutes to complete, don’t say “It’ll only be 5 or ten minutes.”say “It’ll only be 5 or ten minutes.”

This is called This is called ________________ ________ _______ lying________ _______ lying

Organizations that stay in business over Organizations that stay in business over the long term adhere to the age-old adage:the long term adhere to the age-old adage:

________________________________________________________________

Bizarre Reason #4: Bizarre Reason #4: ____________________________ Customers don’t want to wait while you Customers don’t want to wait while you

__________________________________________________________________________________ Either in ________, on the _______, or on ________ Either in ________, on the _______, or on ________

__________________________________

Customers don’t want to listen to you ________with Customers don’t want to listen to you ________with other co-workersother co-workers

They want to have their _________ ___________ They want to have their _________ ___________ ___________; not listen to your private conversations___________; not listen to your private conversations

Employees often tell customers more than they Employees often tell customers more than they want to hearwant to hear

When a customer asks you “How are you?”, they When a customer asks you “How are you?”, they don’t really want to hear ____________. It’s just a don’t really want to hear ____________. It’s just a greeting. greeting.