When leaning with angry customers you should listen, remain positive and flexible, smile, introduce yourself, assist them, be Inexcusably apologetic, ask open-ended questions and verify answers, then take appropriate action. 4. In order to assist indecisive people one must be patient, ask open-ended questions, listen actively, suggest other alternatives, and be assertive in guiding their decisions. 5.
Some customers feel they have to be demanding because of past experience with customer service. They want to dominate the conversation to maintain control of the situation. . By being positive, acknowledging the customer’s feelings or anger, remain objective, listening affectively to determine the problem, reducing frustrations, and offering alternative suggestions, you can effectively deal with rude and inconsiderate people. 7.
Some strategies for refocusing a talkative person are remaining focused, but cordial; don’t retaliate, ask open-ended questions, take control by using close-ended questions, then imply that you are ending the conversation for the sake of the customer. 8.
You may prevent customer dissatisfaction by thinking like the customer, pampering them, showing aspect, and exceeding their expectations. 9. The emotion-reducing model works as follows; If a customer has a problem, greet them with a smile and a open body language( 1 . Customer focused message), Show your deepest compassion as the customer explains the problem (emotional issue), Respond with “ l understand” or “ l see” (2.
Customer focused message), Connect with the customer but continue to use positive reinforcement while communicating until a solution is reached(3. Robber solving). In conclusion, smile and thank the customer as you offer the final apology for the Incident (4. Customer-focused). 10.
Things that lead to customer defection are poor service and complacency, inappropriate complaint resolution, and unmet needs. 1 1 . Staying connected, meeting all commitments, talking to your co-workers about conflicting issues, building a professional reputation, and adapting to good-neighbor policy are all strategies for building strong relationships with co-workers. 2.
The problem solving process; 1 . Identify the problem. 2. Compile and analyze the data your course of action based on the problem. 6. Monitor the results.
13. Service recovery is the strategy used by service providers to return customers to a satisfied Tate. It involves listening, adequate communication, and respect. Its effects can turn an unhappy customer into a loyal publicist for the organization.
Critical Thinking 1 . This is not uncommon for small businesses according to the text.
However, recovery efforts are important as that of a large organization. In this scenario, I failed in providing the service my customer expected, therefore causing customer defection, which means loss of business and gain for my competitors. 2.
To satisfy Stub’s needs, I should first apologize for the inconvenience, call clients who had no pacified time for my services to rearrange my schedule, and devote the time needed to ensure that SST was satisfied.
I would walk with him through his property to make sure his needs were met. 3. Yes. A lot could have been done differently.
First, before leaving Stub’s home, I would have done a thorough walk-thru, this would have eliminated debris being left behind and I would have noticed the untrimmed trees. 4. Don’t expect a good reference from SST. According to the text under ‘ Reasons for Customer Defection”, a dissatisfied customer is likely to tell others about their experience.
