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2.03 Resolve conflicts with/for customers to encourage repeat business
2.03A Handle Difficult Customers
Types of difficult customers
2.03-A
DisagreeableDomineering/superiorSuspiciousSlow/MethodicalDishonest
Define the types of difficult customers•Disagreeable: customers who are unpleasant and hard to
help•Domineering/superior: overly confident customers who feel they know more and are better than the average person.•Suspicious: customers who doubt or questions everything and may want facts and proof before being convinced something is true.•Slow/Methodical: customers who require a lot of time to make a purchase because of indecisiveness
•Dishonest: customers who intentionally attempt to avoid paying part or all of the price for a product.
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/MoodyInsulting: customers that get frustrated and
take it out on the salespersonComplaining: customers think everything is
wrong
Domineering/Superior CustomerBarks orders the entire time
Thinks they already know everything about the products
Demands control of the sales process
Ways Customers are Dishonest
Always trying to take advantage of employees
Do not pay for productsPurchase goods – use them – and return them
Switch or alter pricesDamage goods and then ask for discounts
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
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.
Handling Customer Complaints Complaints are a not necessarily a bad thing!
Complaints give the business an opportunity to learn something that might improve service and stop the problem from reoccurring
Only 4-8% of customers share their concern ~non-complainers are a problem because the business never has a chance to address the issue
General guidelines for handling difficult customers
Argumentative: Ask simple, polite questions
Impatient: Agree first on common points
Leave-me-alone: Be patientIrritable/Moody: Be positiveInsulting: Be neutralComplaining: Respect their thoughts
Guidelines for Handling Other Types of Difficult Customers
Domineering/Superior: Let them have their say.Suspicious: Explain and demonstrate good
service.Slow/Methodical: Be sure not to overwhelm
them.Dishonest: Don’t jump to quick conclusions.
Procedures for Handling Difficult Customers Listen – completely and openly
Take the customer aside – to ease tension
Restate – to show you understand
Get help – if needed, from a supervisor
Establish a plan – Agree on a plan of action and follow through