Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.

Delighting Difficult Customers

42 Aufrufe

Veröffentlicht am

Learn about, how to adjust your personality with the customers behaviour, how to change our attitudes in dealing with difficult customers, the art of dealing and resolving problems effectively with difficult customers, how to increase our customer service quality through effective telephone techniques, how to communicate skillfully when dealing with difficult customers

  • Als Erste(r) kommentieren

Delighting Difficult Customers

  1. 1. DELIGHTING DIFFICULT CUSTOMERS
  2. 2. MODULE 1 HOW TO ADJUST YOUR PERSONALITY WITH THE CUSTOMERS BEHAVIOR
  3. 3. 1. DOMINANCE: An active, positive posture in an unfriendly environment.  Competitive  Direct  Driving  Forceful  Self-starter  Sarcasm 2. INFLUENCE: an active, positive posture in a favourable environment.  Communicative  Friendly  Influential  Persuasive  Positive POWER PEOPLE Focus on results Recognition & social inclusion KNOWING YOUR PERSONALITY
  4. 4. 3. STEADINESS: Passiveness agreeable in a favourable environment.  Good listener  Deliberate  Kind  Persistent  Amiable 4. COMPLIANCE: A cautious, undecided response to an antagonistic environment designed to calm the degree of antagonism.  Accurate  Careful  Compliant  Logical  Perfectionist  Precise  Systematic POLICY PACE Cool type Rules & Regulations KNOWING YOUR PERSONALITY
  5. 5. TYPES OF CUSTOMERS INTERNAL CUSTOMERS EXTERNAL CUSTOMERS
  6. 6. 1. THE KNOW-IT ALL CUSTOMER Characteristics:  Knows everything about your products and services  Will ask you with endless questions  Will appear to pay a little attention to what you say  May stop you in the middle of your presentations 2. THE OPEN-MINDED CUSTOMER Characteristics:  Will be interested in your presentation if it sounds appealing  Will be friendly and polite.  Will ask questions about the product  Will make honest objections  Will buy from you if you can convince him 3. THE LONESOME CUSTOMER Characteristics:  Will be polite and friendly like an open minded customer  Will be good listener and is probably smiling during your presentation  Will agree with all the benefits you mention UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF CUSTOMERS
  7. 7. 4. THE UNCERTAIN CUSTOMER Characteristics:  Will not be able to make decision  Can’t deal with issues in a straight forward manner and will not be able to maintain eye contact.  Will stall and will not commit to things.  Always needs to talk to somebody else before making a decision 5. THE TIMID CUSTOMER Characteristics:  Often hostile towards you  States objections  Switches from one decision to another  Agrees with you on everything too easily 6. THE HARD-HEADED CUSTOMER Characteristics:  They are very blunt. When they object, they’re almost rude.  They are stubborn. They cling to their way of thinking  They are control-oriented. They intimidate either with questions or with your statements UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF CUSTOMERS
  8. 8. 7. THE DISSATISFIED CUSTOMER Characteristics:  Will express frustration and blame someone or something  Will start complaining and demand your understanding  Won’t give much attention to what you have to say. 8. THE EXPRESSIVE CUSTOMER Characteristics:  They are emotional and can be influenced by emotional presentations  Self-centered  May show irritation  Their only interest may be “what’s in it for them.” 9. THE ANALYTICAL CUSTOMER Characteristics:  They want more information  “How” is a commonly used question for this buyer  Need more information on company and product UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF CUSTOMERS
  9. 9. 10. THE BARGAIN CUSTOMER Characteristics:  “How much is it?”  They may say your product is too highly priced or they don’t have the money for it.  Rarely will they ask about issues such as service, warranty etc  They must tell you how bad things are right now 11. THE INTIMIDATING CUSTOMER Characteristics:  Try to put you on the defensive  Speak very loudly or abruptly  Tend to be rude  Appear to get angry very easily 12. THE SELF-CENTERED CUSTOMER Characteristics:  They don’t listen very well unless it fits in with their plans  They won’t commit to buying  They have to feel it was their decision and on their terms UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF CUSTOMERS
  10. 10. GROUP DISCUSSION How to adjust your personality to the customers’ different behaviour styles? 1. The know-it all customer 2. The open-minded customer 3. The lone-some customer 4. The uncertain customer 5. The timid customer 6. The hard-headed customer 7. The dissatisfied customer 8. The expressive customer 9. The analytical customer 10. The bargain customer 11. The intimidating customer 12. The self-centered customer
  11. 11. MODULE 2 HOW TO CHANGE OUR ATTITUDES IN DEALING WITH DIFFICULT CUSTOMERS
  12. 12.  Recruiting the right employees for the right jobs  The cost of getting the wrong employees  Image to the organization THE SUCCESS OF ANY BUSINESS DEPENDS ON HAVING RELIABLE AND EFFICIENT EMPLOYEES
  13. 13. QUALITIES OF AN EXCELLENT CUSTOMER SERVICE PERSONNEL 1. __________________________________________________ 2. __________________________________________________ 3. __________________________________________________ 4. __________________________________________________ 5. __________________________________________________ 6. __________________________________________________ 7. __________________________________________________
  14. 14. CUSTOMER SERVICE BENEFITS • Satisfied customers • Customer loyalty • Less cost needed to attract new customers • Edge on competitors • Promotes employees job retention
  15. 15. EFFECTIVE CUSTOMER SERVICE • Courtesy • Prompt Attention • Reliability • Personal Attention • Knowledgeable Staff • Empathy
  16. 16. • Thank You • Go the extra mile EFFECTIVE CUSTOMER SERVICE
  17. 17. THE CUSTOMER MG • A customer is the most important visitor on our premise • He is not dependent on us. We are dependent on him • He is not an interruption to our work. He is the purpose of it • He is not an outsider on our business. He is a part of it • We are not doing him a favor serving him. He is doing us a favor in giving us an opportunity to do
  18. 18. MODULE 3 THE ART OF DEALING & RESOLVING PROBLEMS EFFECTIVELY WITH DIFFICULT CUSTOMERS
  19. 19. 1. Time and work pressures 2. Price above the ability to pay 3. Lack of information 4. Misinformation 5. Misunderstanding 6. Poor quality 7. Fear of criticism 8. Lack of support 9. A bad experience with the method, support, product or company List down the common objections? ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ WHY CUSTOMERS COMPLAIN?
  20. 20. HUMAN SKILLS AND COURTESY IN HANDLING COMPLAINTS
  21. 21. CUSTOMER INTERACTION MODEL STEP 1: CREATING FIRST IMPRESSION a. First impression is formed within seconds b. People’s perceptions are shaped by their first impression c. Conveying the right perception helps in setting the appropriate expectation to the customer. STEP 2: UNDERSTANDING CUSTOMER NEEDS a. Ensure the customer’s status b. Identify the customer’s level of knowledge c. Listen actively and interpret correctly d. Ask the right questions STEP 3: PRESENT SOLUTION OR ALTERNATIVE a. Speak clearly and confidently b. Check for understanding c. Summarize, if necessary d. Seek confirmation / affirmation STEP 4: LEAVING A LASTING IMPRESSION a. “Leave the door open” b. Personalize the close c. Never terminate the interaction before the customer does so. d. End the way you begin.
  22. 22. MODULE 4 HOW TO INCREASE OUR CUSTOMER SERVICE QUALITY THROUGH EFFECTIVE TELEPHONE TECHNIQUES
  23. 23. STEP 1: PUTTING YOUR BEST EAR FORWARD 1. Listen to the customer’s opening statement 2. Write down or input key points 3. Listen without interrupting 4. Give the customer you are helping your full attention
  24. 24. STEP 2: SAYING HELLO - THE OPENER 1. Answer by the third ring 2. Give the name of your business, your name and an opening statement or question 3. Sound enthusiastic and be ready to help 4. Work on relationship building from the beginning of the contact.
  25. 25. STEP 3: BETWEEN HELLO & GOODBYE - HELPING THE CUSTOMER 1. Assure the customer you can help 2. Summarize the customer’s opening statement 3. Verbalize what you are doing 4. Put your personal touch into the contact 5. Before a lengthy pause, tell the customer what is happening 6. When putting customers on hold, explain why.
  26. 26. STEP 4: SAYING GOODBYE - THE CLOSER 1. Recap what you are going to do 2. Gain the customer’s acceptance and confidence 3. Ask if you can help with anything else 4. Give your name again 5. Thank the customer for calling your company
  27. 27. MODULE 5 HOW TO COMMUNICATE SKILLFULLY WHEN DEALING WITH DIFFICULT CUSTOMERS
  28. 28. FOR EFFECTIVE COMMUNICATION 38 % 7 % 55 % FACE TO FACE COMMUNICATION TONE WORDS NON VERBAL
  29. 29. FACE TO FACE COMMUNICATION PRINCIPLES 1. Presenting with ease -relaxed conversation is your best 2. Create a space – focus on reacting and responding to the speaker 3. Be yourself 4. People can listen or they can think – but not both together
  30. 30. 5. Think before you speak 6. Silence is essential 7. Focus – maintain eye contact, encourage speaker to go on & ask questions and summarize FACE TO FACE COMMUNICATION PRINCIPLES
  31. 31. 5 IMPORTANT COMMUNICATION SKILLS IN CUSTOMER SERVICE LISTENING VERIFYING QUESTIONING OBSERVING EXPLAINING
  32. 32. 1. Pay attention Give the speaker your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly. 1. Look at the speaker directly. 2. Put aside distracting thoughts. Don’t mentally prepare a rebuttal! 3. Avoid being distracted by environmental factors. 4. “Listen” to the speaker’s body language. 5. Refrain from side conversations when listening in a group setting. ACTIVE LISTENING SKILLS
  33. 33. 2. Show that you are listening Use your own body language and gestures to convey your attention. 1. Nod occasionally. 2. Smile and use other facial expressions. 3. Note your posture and make sure it is open and inviting. 4. Encourage the speaker to continue with small verbal comments like yes, and uh huh ACTIVE LISTENING SKILLS
  34. 34. 3. Provide feedback Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener, your role is to understand what is being said. This may require you to reflect what is being said and ask questions. 1. Reflect what has been said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…” are great ways to reflect back. 2. Ask questions to clarify certain points. “What do you mean when you say…” “Is this what you mean?” 3. Summarize the speaker’s comments periodically. ACTIVE LISTENING SKILLS
  35. 35. THANK YOU WINNING DOESN’T ALWAYS MEAN BEING FIRST – WINNING MEANS YOU’RE DOING BETTER THAN YOU’VE DONE BEFORE SUCCESS MEANS – KNOWING MORE THAN THE OTHERS, WORKING MORE THAN THE OTHERS & EXPECTING LESS THAN THE OTHERS

×