'Difficult customers' presentation slideshows

Chapter 5: Handling Difficult Customer Situations

Chapter 5: Handling Difficult Customer Situations. A Guide to Customer Service Skills for the Service Desk Professional Third Edition. Objectives. 208. The power of a positive attitude Why customers sometimes behave in challenging ways

542 views • 42 slides

Welcome

332 views • 33 slides

UVA FEAP Mary Sherman, LCSW, CEAP 434-243-2643

UVA FEAP Mary Sherman, LCSW, CEAP 434-243-2643. STRATEGIES FOR ADVANCED CUSTOMER SERVICE. GOALS FOR TODAY CHARACTERISTICS OF DIFFICULT CUSTOMERS POWER OF SELF AWARENESS and SELF CARE POWER OF EMPATHY POWER OF L.A.S.T. APPROACH POWER OF AFFECTIVE LISTENING and WISE RESPONSES

452 views • 26 slides

Difficult Customers & Situations

Difficult Customers & Situations. Learning Objectives. Identify methods for diffusing customer anger or hostility Develop strategies for handling difficult customers Identify situation that tend to be difficult and develop strategies to diffuse them. Difficult Customer Situations. Listen

257 views • 22 slides

Warm-up

Warm-up. Give examples of times you have encountered difficult customers at your job. What happened? What was the outcome? OR Give examples of when YOU have been the difficult customer. What happened? What was the outcome?.

261 views • 19 slides

By Callie Willie

By Callie Willie. CONTROL. C alm - If you lose your temper, you may very well lose the sale, the customer, and your job! Speak slowly and steadily. Make sure your body language conveys a calm message.

339 views • 19 slides

Indicator 2.03 - Resolve conflicts with/for customers to encourage repeat business

Indicator 2.03 - Resolve conflicts with/for customers to encourage repeat business. MARKETING. Discussion . Give examples of times you have encountered difficult customers at your job. What happened? What was the outcome? OR

316 views • 18 slides

How to Manage Difficult Customers while Working at Call Center?

497 views • 18 slides

Vinnytsa Tourism Development Project

Vinnytsa Tourism Development Project. Hotel and Restaurant Owner Seminar: The Value of Customer Service. Agenda. Project Overview and Introductions Customer Service Expectations Dealing with Foreign Tourists 5 star rating system Staff Relations

286 views • 16 slides

A Customer Problem

162 views • 9 slides

Customer Dialog

Customer Dialog. By; Brianna Larkowski. Business W ordle. Difficult Customer Types. Irritable/Moody Complaining Leave-Me-Alone Dishonest Argumentative Domineering Insulting Impatient Suspicious Slow and Methodical. Situation.

183 views • 8 slides

Customer dialog

Customer dialog. By Jonna BC 1 10-29-13. Types of difficult customers. Argumentative: Ask simple, polite questions Impatient: Agree first on common points. Leave-me-alone: Give them space. Irritable/moody: Do your job, stay positive. Insulting: Stay neutral.

172 views • 6 slides