| |
| |
|
Customer Service Information |
|
|
|
Handling Difficult Customers - 8 Strategies
In any business our customers are one of our most important assets. Unfortunately there are days when not all customers want to be friendly or pleasant. On days like this, try these effective tips to help you handle those difficult customers. Don't take it personally - remember when a customer complains they are unhappy with the product or your company - not you. Remember you are good at your job - remind yourself of the skills you have and why you are working there. Don't allow customers to make you feel inadequate. Write down their complaint or concern - show the customer you are listening by recording their problem and if you are on the phone, tell the customer you are writing down all the details. Ask a supervisor to join you and be part of the transaction - if the customer is becoming more difficult, invite a supervisor to join you and the customer will notice you are treating them as important by seeking additional help. Debrief the situation with someone else when the customer leaves - sometimes you may need to talk to someone about your difficult customer to debrief and get rid of any negative thoughts and emotions you may have - this is a very important step. Learn stress management techniques - this may help you stay calm if a customer raises their voice or becomes emotional. By learning to breath deeply, focus on the positives and also ensure your body doesn't carry stress you will be able to handle these difficult customers easily. Recognise and accept you will work with customers who have bad days - understand when you are working with the public some people take their bad days out on you - it is not personal. Consider what you could do differently next time - if the customer is complaining about a company system or process, take some time to review this and determine if this might need to be changed. Think about the way you handled the customer and note anything you would do differently next time. Neen is a Global Productivity Expert: by looking at how they spend their time and energy - and where they focus their attention - Neen helps people to rocket-charge their productivity and performance. A dynamic speaker, author and corporate trainer, Neen demonstrates how boosting your productivity can help you achieve amazing things. With her unique voice, sense of fun and uncommon common-sense, Neen delivers a powerful lesson in productivity. Find out more at http://neenjames.com/
MORE RESOURCES:
: Kudos and Demerit Points in Customer Service by Gloria Starr - NewsReleaseWire.com (press release)
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
Keeping Clients Happy Keeps them Coming Back Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services.Top-notch customer service is the most important contributing factor in the success of your business. Attitude of Service When conducting a training session about customer service, I always spend a fair amount of time talking about attitudes. After all, to be of service, you must develop an attitude of service. How to Keep Customers Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London.The question I want answered is; did he ever work with customers on day-to-day basis and if so, was he some kind of saint?Let's face it; customers can be a real pain in the neck. CRM = Customers (dont) Really Matter CRM was supposed to bring companies closer to their clients. The basic idea was to; find out what a client wants and needs, give it to them, and get them to be your client for life. 10 Customer Service Quality Statements to Measure up Against It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-"We're increasing our turnover by 14% year to date""Our customer complaints are now less than 4% or our transactions". Making Customer Satisfaction Surveys Work Why bother? Good customer service is the life blood of any business. Although new customers are important good customer service will help generate customer loyalty and repeat business. Putting The Service Back In Customer Service The future of customer service is here. Technology has made seeking out support faster and easier than ever. Leverage Customer Capital First If you're still dreaming about raising outside capital for your business before you have any paying customers, I've got a nice big bucket of ice water to throw on you. Wake up! The cold reality is that investors aren't interested in your business idea unless you can demonstrate that you've got customers who are actually willing to buy. Poor Customer Service - Are Your Customers Driving Away Other Customers Every customer you have is a word-of-mouth advertiser for you. Unfortunately 90% of this free advertising is negative. Customer Feedback: Everyone has an Opinion - USE IT! Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else. It's Customer Service Stupid: Delivering Customer Service Training That Sticks "Society is always taken by surprise at any new example of common sense."This Ralph Waldo Emerson quote opens one of the most impressive works on customer service: Michael LeBoeuf's book How To Win Customers and Keep Them For Life. Mastering Challenging Service Situations During the course of everyday business, many of you encounter unsatisfied customers. How you and your staff handle these situations, will shape your service image and ultimately your bottom line. Adjustment DENIED It's just a simple thing - I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box. How To Kick Your Customer Service Up A Notch! Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch?This is a big question so where do we begin?As an overview, it's a given that the answer is three-fold: People, Process, and Technology. Outsourcing: The Unspoken Costs Outsourcing seems to be the new-new thing and approximately 50% of our major corporations are doing it. What are the costs? The benefits? And what skills need to be managed in order to make it work optimally?Let's get a clear understanding of what we mean by outsourcing: it's the shifting of easily codified jobs - such as help desk support, call centers, system maintenance, and programming jobs - to countries that can manage them more cheaply. Take Care of Yourself Before You Take Care of Your Customer One of the most important questions people ask when they are focused on improving their quantity and quality of business is: "What is my competitive advantage? What makes me unique, memorable, special? what truly sets me apart from the rest?" While there are no definitively right answers to that question, most people come to some conclusion that customer service is a critical component of your competitive advantage. For most businesses, the service they offer can vary from exceptional to not so hot, depending upon circumstances. Who Says the Customer is Always Right? We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday. How Do You Create Customer Loyalty? Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame people for watching their shrinking dollars. Complaining Consumers The salesman's job is to be well informed; extremely well informed. For this information is how he earns his bread. Customer Service - A Sweet Essence First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.
|
| home | site map |
| © 2006 |
