1.1 Describe different types of challenging customers in the customer service environment
There are several types of challenging customers and these range from a timid customer to a very aggressive and abusive customer. The timid customer will show signs of being embarrassed, speaks slowly and will wait for others to ask questions. The suspicious customer will try to take over the conversation and will have doubts on what you are trying to sell them. This type of customer can quickly become aggressive. The very rude or aggressive customer is the most challenging, especially if they are complaining about something. They are offensive, body language and red faced shows aggression.
1.2 Explain an organisation’s procedures and standards of behaviour for dealing with challenging customers.
To deal with the above
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When this happens I will remain calm and polite but will warn them of their behaviour. An example of this was when a customer’s order was delivered late she contacted Salons Direct and told me that she has just lost a week’s work because of her product not arriving on time. The customer was promised this but due to unforeseen circumstances it arrived a couple of days late. I listened to the customer and she became very abusive towards me and threatened me. The names she called me are not printable and I was quite upset with what she said. I put the phone down on her and informed my manager. Laura took the customer details and contacted the customer. Laura spoke to this person and informed them that they will no longer have an account with Salons Direct and that if they ever call again and speak to the advisors she will pass the recorded conversation to the authorities. Laura then ended the call. She then explained to me what she has done and thanked me for being professional and following
The first type is hostage, which is a customer who is stuck with a company even though they are dissatisfied. An example of this for me would be the water company that provides water to our house, WSSC. We have had many problems and slow service, but we are stuck with them because they have a monopoly over that service in our area. The second type is defectors, which means that you are not satisfied and you have the option to leave. An example of this in my household would be McDonalds because we don’t receive good service and there are other options that worth our hard earned money. The next type is mercenaries, which means you are only a little satisfied with the service and will leave if a better opportunity comes that is only slightly better than the one you are receiving. An example of this would be our service with Netflix because they do provide some good services but it is not excellent. If any of their other competitors were to offer the same service for a slightly better price then I would consider making the change. The last type is apostle, and this is the type of customer that all companies would like to encounter. These customers are very satisfied, very loyal, and very vocal about the great service they receive, which brings more loyal customers. Daymond John says “word of mouth is the most powerful ally you have on your side” (John, 2015) in his
After our lengthy conversation they became very distant and upset with me; however, I felt that I did the right thing at that time. Furthermore, they continued to act inappropriate and it was starting to be very noticeable no me and some of the customers, which were making comments. At that point I was left with no choice but to report them to my manager. When I talked to my manager I told her the whole situation including me talking to them prior to me coming to her and I got no result from that.
The best customers of all three categories are the “I-am-or-once-was-a-server tippers”. These wonderful customers have the attitude of “I know how hard they are working.” and “Wow, our server is busy.” They are the customers who don’t say anything at all except for their order.
1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.
Scotty makes some good points here. I too have seen some people act very impolite. As a cashier in a beauty supply salon for almost a year, I have met three kinds of rude customers. The first kinds of buyers are the people who just care about their benefits and are never concerned about others’ thinking. A woman came to my beauty store to ask for something free because she spent over three hundred dollars. But I explained that we were whole sale, and all the prices here were already cheaper than other stores. However, she still kept asking for some stuffs free of charge. Seeing I was busy with another customer, she replied, “You’re so cheap.” Then she left. Other kinds of customers are quick-tempered people. For example, once I answered the phone, a guy was yelling at me without saying any greeting. “Where’s my stuff? Why didn’t you send it to me? I really need it for today” he questioned me with a “heavy” tongue. After asking him to recheck his order patiently, he found out that he forgot to order it.
The saying, “the customer is always right” isn’t always necessarily true. Most of the time, the sales associated is correct. However, it is still important to treat costumers with respect, even when they are wrong. Another important skill to have in order to survive retail is to remain patient with costumers. It can be frustrating when a customer messes up a display or leaves clothes on the dressing room floor. Dealing with grumpy customers can also be challenging. Nonetheless, a worker must remain calm and accept that the job entails sometimes dealing with difficult situations and
Tires squeal across the hot asphalt; exhaust fumes fill the air. Innocent shoppers leap to safety as cars circle the neighborhood grocery store lot in search of the ideal parking spot. Engines revving. Adrenaline rushing. The driver's sole mission is to obtain a white lined rectangle of pavement before entering the race known as shopping. As a safety precaution, competent and considerate shoppers should be aware of the distinct character traits of the three annoying types of shoppers: Hurry Harry, Suburban Sally, and Picky Pete. Knowledge of their parking-lot-to-checkout-stand habits increases the chance of avoiding a head-on collision.
...ough quality or enough service, satisfaction will result. However, we have evidence to support that quality and service alone can not produce recurrent satisfaction. Satisfaction is a distinct and separate issue.
Before considering interactions with customers, one should maintain positive relationships with their coworkers and management. They are all there to better support you as a cashier. A good relationship with the other cashiers also allows for there to be people that can answer any questions one may have regarding changed policies or how to better handle any kind of situation that arises. Next, it is important to maintain the impression that helping others is one source of happiness. This generally means to always be willing to provide aid in any given situation, such as helping find items or price-checking for a customer. This gives a positive boost to one’s image as a cashier, because said cashier presented themselves as being helpful and willing to go out of their way to solve a problem. However, it cannot be ignored that some customers no matter what will not be happy with their shopping experience. This means that while greeting them and trying to engage them in a conversation at the register, they may still respond negatively. It is good to remember that there are more customers that are thankful than there are customers that are downright mean. Maintaining positive social interactions makes each transaction smoother and gives off a helpful impression to the customers and shows management that you care about your
Difficult customers are just part of doing business today. “Difficult customers could be those in which you have to deal with negative, rude, angry, complaining, or aggressive people. These are just a few of the types of potentially difficult interactions” (Street). From time to time, you will also find the need to help customers who can be designated as difficult, but in a different way: Lack of knowledge about your product, service and or policies, dissatisfaction with your service and or product, demanding, talkative, internal customers with special requests, language barriers and elderly or disabled customers that need assistance. Companies and businesses that know how to deal with difficult customers or customers with special needs the right way allow a company or business to reap the benefits of high customer satisfactions and increased customer retention.
Being a customer service representative, respect is something that you must have. I learned that everyone does not hold the same status in life but even if they do not respect still apply. Working as a customer service representative I have one
When it comes to handling customer issues and complaints, both the customer and company want the same thing: for the issue to be resolved as fast as possible and for the long term. Customer service agents need to understand precisely what the issue is so they can provide their customers the right resolution or direct them to the right person who can take care of the issue. Meanwhile, customers need the problem fixed so they can proceed about their day.
Customer relationship management or CRM for short is a model for managing a company’s interactions with current and future customers. When CRM is utilized correctly it will increase profitability and customer loyalty, which are both very important to an organization. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management is very important in many ways to help a company become and stay successful. CRM can help businesses gain a competitive edge through communication, marketing, gathering customer information, social media and mobile technology. Customer relationship management is a continually evolving domain and now social media technologies have revolutionized the way businesses and consumers interact. (Choudhury & Harrigan, 2014) There are many benefits that come with implementing customer relationship management.
Customer Relationships is about building a relationship of trust and convenience. A customer wants the company they are working with to be intuitive. To know their needs before they do. They want to feel respected, they need to believe you are honest and have integrity. This relationship breeds comfort and familiarity and causes the consumer to continue to do business with your company. This relationship that is built develops a personal relationship, like a friendship and it is one that the consumer cannot get from the store down the road and it is that personal touch of sincerity, of knowing their needs, of servitude that will turn them into lifelong branded customers.
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.