Steps to manage challenging customers
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Transcript of Steps to manage challenging customers
Ram UpYour
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
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
Saturday, April 13, 13
Saturday, April 13, 13
Saturday, April 13, 13
Ram’s Partners
Saturday, April 13, 13
Ram’s Partners
Saturday, April 13, 13
Steps to Manage Challenging Customers
Saturday, April 13, 13
6Step 1
Let Customer vent out
Zip your Lip
Don’t take it personally
Focus on the issue and not the person
Saturday, April 13, 13
7Step 2
Avoid getting trapped in a negative filterI’d rather switch than fight
What does this customer need?
How can I provide
Saturday, April 13, 13
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
Saturday, April 13, 13
9Step 4
Being Active Problem Solving
Gather any additional information you need
Double check all the facts
Saturday, April 13, 13
10Step 5
Mutually agree on the solutionUnder promise over deliver
Be honest and realistic
Saturday, April 13, 13
11Step 6
Follow up
Check to see solution worked
Saturday, April 13, 13
Saturday, April 13, 13
SANTHANARAM JAYARAM
Saturday, April 13, 13
Saturday, April 13, 13