1. Managing Customer Service Strategies for working with various types of customers

2. Angry Customers Be positiveBe positive Acknowledge the customer’s feelings or angerAcknowledge the customer’s feelings or anger ReassureReassure Remain objectiveRemain objective Determine the causeDetermine the cause

3. Angry Customers Listen activelyListen actively Reduce frustrationsReduce frustrations Negotiate a solutionNegotiate a solution Conduct follow-upConduct follow-up

4. Dissatisfied Customers ListenListen Remain positiveRemain positive Smile, give your name, and offer assistanceSmile, give your name, and offer assistance Don’t make excusesDon’t make excuses

5. Dissatisfied Customers Be compassionateBe compassionate Ask open-ended questionsAsk open-ended questions Verify informationVerify information Take appropriate actionTake appropriate action

6. Indecisive Customers Be patientBe patient Ask open-ended questionsAsk open-ended questions Listen activelyListen actively Suggest other optionsSuggest other options Guide decision-makingGuide decision-making

7. Demanding Customers Be professionalBe professional Respect the customerRespect the customer Be firm, fair, and focus on the customer’s needsBe firm, fair, and focus on the customer’s needs Tell the customer what you can doTell the customer what you can do

8. Rude Customers Remain professionalRemain professional Don’t resort to retaliationDon’t resort to retaliation

9. Talkative Customers Remain warm and cordial, but focusedRemain warm and cordial, but focused Ask specific open-ended questionsAsk specific open-ended questions Use closed-ended questions to controlUse closed-ended questions to control Manage the conversationManage the conversation

10. What causes customers to become dissatisfied?

11. What tactics can you use to deal with angry customers?

12. What can you do to assist indecisive people in coming to a decision?

13. Why might some customers feel they have to demand things from others?

14. How can you effectively deal with rude or inconsiderate customers?

15. What are some steps to help regain control of a conversation with a talkative customer without causing offense?

16. http://www.labour.gov.sk.ca/safety/viole nce/policy/procedure4.htm http://www.labour.gov.sk.ca/safety/viole nce/policy/procedure4.htm http://www.alliancelibrarysystem.com/sa feharbor/index.cfm?sectionID=128 http://www.alliancelibrarysystem.com/sa feharbor/index.cfm?sectionID=128 http://www.jjlauderbaugh.com/Articles/ir atecustomers.html http://www.jjlauderbaugh.com/Articles/ir atecustomers.html http://www.screamingmeme.com/page.a sp?id=100 http://www.screamingmeme.com/page.a sp?id=100 Further study -