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Customer Service

Difficult Customers

TermDefinition
Angry Be positive Acknowledge the customer's feelings or anger. Reassure Remain objective Listen actively/determine the cause Reduce frustrations Negotiate a solution and conduct a follow-up.
Demanding - Be professional - Respect the customer - Be firm/fair/focus on the customer's needs - Tell the customer what you can do.
Rude - Remain professional - Don't resort to retaliation
Talkative - Remain warm and cordial, but focused - Ask specific open-ended questions - Use closed-end questions to control - Manage the conversation
Indecisive - Be patient - Ask open-ended questions - Listen actively - Suggest other options - Guide decision making
Dissatisfied - Listen - Remain positive and flexible - Smile, give your name, and offer assistance - Be compassionate & empathize without making excuses. - Ask open-ended questions and verify information. - Take appropriate action
Created by: justzoning
Popular Management sets

 

 



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