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Questions and Answers
What is a common challenge that older customers may face when receiving service?
What is a common challenge that older customers may face when receiving service?
What is the recommended approach when dealing with impatient customers?
What is the recommended approach when dealing with impatient customers?
What is one effective strategy to handle angry customers?
What is one effective strategy to handle angry customers?
How can unresolved anger among internal customers impact service?
How can unresolved anger among internal customers impact service?
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What should a customer service provider do when faced with an abusive customer?
What should a customer service provider do when faced with an abusive customer?
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What is a primary benefit of coping with challenging customers?
What is a primary benefit of coping with challenging customers?
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How should customer service providers handle conflicts with customers?
How should customer service providers handle conflicts with customers?
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What is the essence of the service vs. profit dilemma for businesses?
What is the essence of the service vs. profit dilemma for businesses?
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What should a customer service provider do if they believe they treated a customer inappropriately?
What should a customer service provider do if they believe they treated a customer inappropriately?
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What role does the responsibility check method play in customer service?
What role does the responsibility check method play in customer service?
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Study Notes
Week 7: Coping with Challenging Customers
- This week's chapter focuses on understanding and managing challenging customers.
- It details reasons why customers may be challenging.
- It provides five tips to avoid creating challenging customers.
- Aspects of customer service culture, like respect and empathy, are addressed.
- Responsibility checks are explained, along with how to deal with mistakes.
Who are Challenging Customers?
- Challenging customers are those who present problems, questions, fears, or personalities requiring effective communication to resolve issues.
- Although challenging, these customers are still important to the business.
- The focus should be on the problem and not the customer's attitude.
Why May Customers Be Challenging?
- Customers may be challenging due to communication style or personality.
- Possible reasons include not speaking the language, not having expertise, being visibly upset, quiet and non-communicative, displaying superiority, or impatience.
- Customers may also act as if they are doing the company a huge favor, have personal bias, are extremely angry, have difficulty making decisions, or be overly nice.
Why Do Some Customers Seem Difficult for One Person but Not for Others?
- Individuals have unique personalities and past experiences making them react differently.
- Customer service providers also bring their unique perspectives to the interaction.
- The customer's past experiences, perceptions, expectations, and stress levels greatly influence interactions.
Are You Creating Challenging Customers?
- Customer personalities and past experiences impact how customers perceive interactions.
- Customer service providers are also responsible for building communication bridges.
- Challenging customers is not accidental; past experiences and expectations influence how they interact.
Five Tips to Keep From Creating Challenging Customers
- Respect time: Treat the customer's time with care and respect.
- Avoid bad moods: Do not impose negativity on others.
- Recognize customers: Recognize regular customers and learn their names.
- Avoid destructive remarks: Avoid destructive and harmful comments.
- Show initiative: Take the initiative to resolve customer issues.
Respect: A Classic Idea that Still Works!
- Respect is crucial for positive communication.
- Disrespect can lead to conflict and even violence.
- Customers should be treated as individuals and appreciated for their knowledge.
Empathy
- Empathy is understanding someone's situation and taking action to help resolve it
- It is focused on problem-solving rather than sorrow.
- Listening and understanding the situation using phrases like "What can we do to help you?" is key.
Ten Characteristics of Challenging Customers
- Customers with language/cultural barriers
- Older customers (considerations of age, experience)
- Impatient customers
- Angry customers
- Analytical customers
- Noncommittal customers
- Superior customers
- Immature customers
- Talkative customers
- Customers with special needs
1. Customer with Language and/or Cultural Barriers
- Communication is central to any relationship.
- Effective communication resolves conflicts.
- Speak slowly and clearly; avoid slang and learn about customer cultures.
2. Older Customers
- Age classifications differ between developing and developed countries.
- Today's older customers are independent, active, and self-sufficient.
- Offer senior citizen discounts, and provide effective communication.
3. Impatient Customers
- Impatient customers can be stressed by external factors.
- Address their concerns quickly and efficiently to show the value of their time.
- Emphasize the firm’s goal for efficiency and customer interests.
4. Angry Customers
- Anger is a natural response to threats.
- Control anger to avoid saying/doing regrettable things.
- Internal customer issues must be managed, or escalations between departments can happen.
5. Analytical Customers
- Analytical customers need facts and consistency.
- Treat them with respect, provide specific details, and answer additional questions efficiently.
6. Noncommittal Customers
- Customers can struggle with decision-making.
- Financial concerns or past experience can make them hesitant.
- Explain possible options clearly, state reasons for potential decisions, and allow moderate time to consider.
7. Superior Customers
- Superior customers present themselves as more important.
- Do not take their behavior personally.
- Keep up your professional self-worth.
8. Immature Customers
- Immature customers may not take responsibility.
- Listen to their explanations, firmly state the consequences, and ensure they understand the impact of their choices.
9. Talkative Customers
- Talkative customers can be enjoyable, but interactions need to be focused.
- Approach them openly, and stay on-topic with specific questions.
- Express concern while guiding conversations.
10. Customers with Special Needs
- Adapt communications to cater to individual needs.
- Never assume, but inquire politely if assistance is needed.
- Adjust communication style based on disability.
What Type of Customer Do You Find to Be the Most Challenging and Why?
- Focuses on personal experiences with various types of customers.
Payoffs of Coping with Challenging Customers
- Handling challenging customers makes staff more efficient and effective.
- Aim for customer satisfaction and a better experience.
- Learning to manage conflict and develop better problem-solving skills.
Responsibility Check
- Customers may ask for things that violate company profitability or policies.
- Evaluate who is responsible, and what the issues are.
- This should be handled delicately to avoid further conflict.
What to Do When You Are Wrong
- Review the situation and look from the customer's perspective
- Observe the customer's reaction
- Admit the mistake and apologize
- Seek to resolve the issue or undo the negativity
Six Super Ways to Cope with Challenging Customers
- Listen/Share Concerns
- Show Empathy
- Ask Questions
- Solve the Problem
- Follow Up
- Positive Conclusion
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Description
Explore the intricacies of managing challenging customers in this week’s chapter. You'll learn about the reasons behind their behavior, tips to prevent difficulties, and the importance of a customer service culture built on respect and empathy. Gain insights into effective communication strategies to turn challenges into opportunities.
