Steps to manage challenging customers

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CustomerService

Steps to Manage Challenging Customers

Saturday, April 13, 13

Santhanaram Jayaram

Santhanaram Jayaram is a BusinessCommunication Coach & speaker with an

MBA inInternational Business who strongly believes

in his missionof H.O.P.E , Helping Other People

Effectively. Ram hasconceptualized a program

"C.O.D.E.W.O.R.D for success".

Specialty : Creating Service Experience,Laughter & Enneagram

Santhanaram Jayaram

Santhanaram Jayaram is a BusinessCommunication Coach & speaker with an

MBA inInternational Business who strongly believes

in his missionof H.O.P.E , Helping Other People

Effectively. Ram hasconceptualized a program

"C.O.D.E.W.O.R.D for success".

Specialty : Creating Service Experience,Laughter & Enneagram

Ram’s Partners

Steps to Manage Challenging Customers

6Step 1

Let Customer vent out

Zip your Lip

Don’t take it personally

Focus on the issue and not the person

7Step 2

Avoid getting trapped in a negative filterI’d rather switch than fight

What does this customer need?

How can I provide

8Step 3

Express Empathy to customerEmpathic phrasesI can see why you feel that way

I see what you mean

I understand how frustrating this must be

I’m sorry about this

That must be upsetting you

9Step 4

Being Active Problem Solving

Gather any additional information you need

Double check all the facts

10Step 5

Mutually agree on the solutionUnder promise over deliver

Be honest and realistic

11Step 6

Follow up

Check to see solution worked

SANTHANARAM JAYARAM

www.ramitup.com

Steps to manage challenging customers

Business

Transcript of Steps to manage challenging customers

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