1. 2.03 Resolve conflicts with/for customers to encourage repeat business

2. Types of difficult customers 2.03-A
Disagreeable
Domineering/superior
Suspicious
Slow/Methodical
Dishonest

3. Define the types of difficult customers
Disagreeable: argumentative customers who seem to look for problems
Domineering/superior: customers that already know everything and know more than the sales associate.
Suspicious: customers that don’t trust the salesperson; believe the salesperson is self serving.
Slow/Methodical: customers that require more time to make purchases; slow to make decisions.
Dishonest: customers without integrity; lie, cheat, or steal.

4. Categories of Disagreeable Customers
Argumentative: customers who seem to look for problems
Impatient: customers who show verbally and nonverbally that they do not want to wait
Leave-me-alone: customers do not want any assistance or advice
Irritable/Moody
Complaining: customers think everything is wrong

5. Domineering/Superior Customer
Barks orders the entire time
Thinks they already know everything about the products
Demands control of the sales process

6. Ways Customers are Dishonest
Always trying to take advantage of employees
Do not pay for products
Purchase goods – use them – and return them
Switch or alter prices
Damage goods and then ask for discounts

7. Situations where customers become difficult
Customers want something against company policies.
Problems with merchandise
Broken or damaged
Lack of need-gift
Wrong size
Changed mind
Problems with company
Account errors-date entry errors
Rude treatment by an employee
Illegal activity

8. Reasons for handling difficult customers
Customers that have had an issue resolved efficiently and professionally are more loyal.
It is important to get a customer and never loose that customer via superior customer service; thus, building a strong clientele.
Customers are the bread and butter, even the difficult ones.
Word of mouth about handling situations well will spread.
It impacts the company’s image.
It can aid in the development of a competitive advantage.
All of the above contributes to profits.

9. General guidelines for handling difficult customers
Be professional
Don’t take the situation personally
Focus on the problem; listen carefully
Be patient and kind; Remain CALM
Be helpful, serve your customer, ask ?’s
Create an action plan to solve the problem
Follow-up with customer after problem solved
Don’t promise what you can’t do

10. Guidelines for Handling types of Difficult Customers
Argumentative
Speak softly, ask for their opinion, take a break
Impatient
Acknowledge them right away and let them know someone will be with them shortly. Sometimes it may be best to take care of them immediately

11. Guidelines for Handling Types of Difficult Customers (Cont.)
Leave-me-alone
Do not pressure or ride this customer, stand at a distance, and inform customer that you will be near if they needs help
Irritable/Moody
Lower your voice, do not argue, show consideration, and listen

12. Guidelines for Handling Types of Difficult Customers (Cont.)
Complaining
Listen, stress product knowledge, let them feel they have made the decision, and don’t push the sale
Domineering/Superior
Be professional, respect the customer, be firm and fair, and tell the customer what you can do.
Go to “Handling Difficult Customers Chart”

13. Define Complaint 2.03-B
Compliant is an expression of discontent, regret, pain, resentment, or grief; a grievance.

14. Costs associated with customer complaints
Additional labor expenses
Postage fees for return shipping
Lost sales
Lost customers
Damage to business image
Damage to community relations

15. Reasons for Customer Complaints
Service Content, Delivery or Quality
Personnel
Requests
Communication
Response Time
Documentation
Billing
Follow Up

16. 5 Benefits Of Customer Complaints
Complaints identity faulty products
Complaints challenge the status quo
Complaints test internal systems and processes
Complaints are friends
Complaints provide the opportunity for service recovery

17. Importance of handling customer complaints
To secure a strong relationship with customers, all customer complaints should be handled immediately to maintain:
Customer retention/repeat customers
Strong customer service
Positive word of mouth

18. Handling Customer Complaints
Focus on the Customer
Focus on the Complaint
Focus on Process Improvement