We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byHolly Hedden
Modified about 1 year ago
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part Define what a service breakdown is. 2.Apply knowledge of behavioral styles in difficult customer situations. 3.Recognize different types of difficult customers and effectively deal with them. Building and Maintaining Relationships Service Breakdowns and Service Recovery Learning Objectives, Chapter 7
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 2 McGraw-Hill Service Breakdowns and Service Recovery Learning Objectives, Continued 4.Use the emotion-reducing model to help keep difficult situations from escalating. 5.Explain why customers defect. 6.Develop effective strategies for working with internal customers.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 3 McGraw-Hill 7.Identify strategies for preventing customer dissatisfaction and problem solving. 8.Explain the six steps of the problem solving model. 9.Implement a front-line service recovery strategy, and spot roadblocks to service recovery. Service Breakdowns and Service Recovery Learning Objectives, Continued
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 4 McGraw-Hill Understand Service Breakdowns: What are service breakdowns? Service breakdowns occur daily in all types of organizations. Definition: Situation when customers have expectations of a certain type or level of service that are not met by a service representative.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill Behavioral Preferences Play a Major Role The Role of Behavioral Style The more you know about style preferences, the better you will understand your customers. See Ch. 6 to review the behavioral preferences if you have need to confirm their patterns and strategies for dealing with them.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill Difficult Customers Various types of difficult customers will be faced. Demanding or demeaning Be professional, respect the customer, be firm and fair. Say what you can do. Indecisive customers Be patient, ask open-ended questions, listen actively, suggest options, guide decision making
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill Difficult Customers, continued Other types of difficult customers Dissatisfied and angry customers. Be positive, acknowledge customer’s feelings, reassure, remain objective, listen actively, reduce frustrations, negotiate solutions and follow up. Rude or inconsiderate customers. Remain professional. Don’t retaliate.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill Talkative Customers Tips for dealing with talkative customers Remain warm and cordial, but focused Ask specific open-ended questions. Use closed-end questions to control. Manage the conversation.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill The Emotion-Reducing Model Review each area of the model. Use the model for reducing customer emotions.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 McGraw-Hill Customer Defection Reasons to Defect Poor service and complacency. Inappropriate complaint resolution. Unmet needs. Failure to be sensitive to diversity may set you, your company, and your customer on a collision course.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill Internal Customer Relations Relationships—Internal customers are special also Stay connected Meet all commitments Don’t sit on your emotions Build a professional reputation Adopt a good-neighbor policy
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 12 McGraw-Hill Strategies to Prevent Dissatisfaction: Use problem solving Ways to deal with a service breakdown is to prevent it: Think like a customerExceed expectations Pamper the customerRespect the customer Focus on the customer
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 13 McGraw-Hill Prevent Dissatisfaction : Focus on the Customer Take the following actions to focus on the customer: React to remarks or actions. Empathize. Take action. Reassure or reaffirm. Follow-up.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 14 McGraw-Hill The Problem-Solving Process Steps to Problem Solving
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 15 McGraw-Hill Implementing a Service Recovery Strategy The five phases of the service recovery process are: 1. Apologize, apologize, apologize again. 2. Take immediate action. 3. Show compassion. 4. Provide compensation. 5. Conduct follow up.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 16 McGraw-Hill Service Recovery Process, Fig. 7.7 Use the form to format the discussion easier
© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 17 McGraw-Hill Examples of Service Breakdowns Review each with an eye to solving the problem.
Learning Objectives 5.1 Define customer service and identify the managers role in customer service. 5.2 Describe the importance of each of the key components.
Help Desk Imperatives Presented by: Charlene Traynor of Traveling Coaches.
Bell Ringer What are the desired characteristics you would like to see in your boss? What are the desired characteristics you expect in employees who report.
Lesson 3 Why is it important to deal with and resolve conflicts? It is important to resolve conflicts since they can interfere with healthy relationships.
Community Engagement For Local Government Councillors It is the business of council to involve the public in the business of government Presentation.
CHAPTER 5: HANDLING DIFFICULT CUSTOMER SITUATIONS A Guide to Customer Service Skills for the Service Desk Professional Third Edition.
Customer Service for Green Deal Representatives Kay Charlett.
Close Hold – Company Confidential – Not for Distribution Driving Engagement Every Day: 2011 Engagement Survey Best Practices by Q12 Item.
Module 4 The 20 Hour Basic Successful Solutions Professional Development LLC Chapter 3 Adapting to Childrens Temperament.
Coaching & Counseling Maximizing Opportunities 2 Course Outline What Is Coaching Knowing When To Coach Steps In The Coaching Process Providing Constructive.
Copyright © 2006 Elsevier, Inc. All rights reserved Chapter 10 Challenges of Nursing Management.
The Top 5 Interview Questions For Employers To Ask Dianne Shaddock.
Sales Training 5 Step Sales Process. Promoter Expectations Be Professional Be Professional Effort is expected and will be Rewarded Effort is expected.
Role of the Quality Manager A Man of Many Hats. What is this job all about Helping people to change the way they think, and what they think about in performing.
Mais Oui, Non Est Un Bon Mot: Comment Dire Non 34th Annual I&R Training and Education Conference New Orleans, Louisiana Tuesday, May 22, :30AM -
Business telephone etiquette for success. Telephone Etiquette.
Bell Work Read employment article Being an MVP at Work. Be prepared to discuss the article and explain the key points and understanding appropriate workplace.
Chapter 7 Management and Leadership Ms. Baumgartner Business Essentials.
Presented by Tia Coutroupis 1. Sharpen my skill set in order to … render effective listening and communication collaborate around solutions promote.
UNIT-V DEFECT PREVENTION 1Defect prevention (Arun)
Performance Management Presented by Office of Human Resources Smith College February 5, 2008.
Identify the differences between Analytical Decision Making and Intuitive Decision Making Demonstrate basic design and delivery requirements for Tactical.
National Occupational Standards Professionalising the police service.
Chapter 2 Making Healthy Decisions Lesson 1 Making Decisions.
Communication Workshop Strategies for Success. Agenda Topics How to Involve Parents in Meaningful Conversations How to Conductive Conferences Exploring.
Effective Strategies and Process Prepared for the Walmart Foundation, AIHEC, HACU, and NAFEO Student Success Collaborative Meeting at Sitting Bull College.
Clubs Association Workshop 2: Conflict Resolution Minutes & meeting procedures.
Handling Angry Customers with Tact and Skill March 9th, 2011 Presenter: Andrew Sanderbeck Waynesville, North Carolina PCI Webinars
1 of 17 Information Strategy The Features of an Information Strategy © FAO 2005 IMARK Investing in Information for Development Information Strategy The.
Developmentally Appropriate Practice “Meeting children where they are to help them reach challenging and achievable goals”
© 2016 SlidePlayer.com Inc. All rights reserved.