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Handling an irate customer in a face to face situation

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Handling an irate customer in a face to face situation

  1. 1. Handling an irate customer in a face to face situation
  2. 2. Customer Service • Characteristics • Remember : Difference between ‘Product’ and ‘Service’ Human Factor
  3. 3. Think 96% of the unhappy customers would not complain Each unhappy Nine out of ten customer will tell the unhappy customers story to nine others would not come back
  4. 4. Anatomy of an angry customer 1. The issue at hand 2. The anger itself 3. The resolution 4. Going forward
  5. 5. Handling an irate customer in a face to face situation • L Listen - to what is being said • L Listen - to what is not being said • A Acknowledge - non-verbal and verbal • E Empathize - understand • A Apologize - Own it up • A Act • B Be assertive, not aggressive • F Feedback – Customer, System
  6. 6. Pit Stop Do not escalate till Words are powerful – Problems have solutions, absolutely Situations have possibilities necessary – No ping pong Be Genuine, Be Honest Do not delay Never over commit, escalation especially timelines
  7. 7. Reality Check • Listen • Listen • Acknowledge • Empathize • Apologize • Act • Be assertive, not aggressive • Feedback
  8. 8. Thank You "A customer is the most important visitor on our premises....We are not doing him a favour by serving him. He is doing us a favor by giving us an opportunity to do" MAHATMA GANDHI

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