P. 1
Types of Irate or Difficult CUSTOMERS

Types of Irate or Difficult CUSTOMERS

|Views: 3|Likes:
Published by Sushil Ghadge

More info:

Published by: Sushil Ghadge on Sep 19, 2013
Copyright:Attribution Non-commercial


Read on Scribd mobile: iPhone, iPad and Android.
download as PPT, PDF, TXT or read online from Scribd
See more
See less






Sales and Advertising

• From frustration
• To impress other people • For compensation

Provide Service to colleagues and customers


When dealing with a guest complaint .NEVER • Talk down to the customer • Be defensive • Justify why it happened • Blame other people or departments • Blame the customer Provide Service to colleagues and customers 3 .

COMPLAINT HANDLING PROCEDURE • • • • • • • • • • Listen without interruption Don’t get defensive Use a ‘sad but glad’ expression Express concern and empathy .ask questions Find out what they want Explain what you can and cannot do Fully discuss alternatives Take Action Follow up to ensure they are happy Provide Service to colleagues and customers 4 .apologise sincerely Establish the problem .

record action in Log Log reviewed to see if on going/multiple complaints being received and what steps can be taken to rectify.Handling Complaints      Information recorded accurately in Complaint Log Recognised complaint handling procedure followed Relevant department or personnel consulted Follow up to ensure everything is resolved . Provide Service to colleagues and customers 5 .

Do you know what you can do to resolve a complaint without calling for a manager or supervisor? Provide Service to colleagues and customers 6 .Empowerment The person who takes the complaint owns the complaint. You should try to resolve the complaint to the best of your ability.

Complaint Recording and Follow Up Procedures All complaints must be handled diplomatically so all parties recognise: • The issue has been raised with relevant authority • All points of view have been aired • Discretion will be applied in resolving the matter • Due process will be followed • Action will be taken and the matter will be remedied You must establish the details of the customer complaint through • Questioning and active listening techniques • Summarising and clarifying the issue • Recording details of complaint • Discussing with customer the process of resolution – giving them options and letting them know how the complaint will be resolved You need to know the lines of reporting complaints and when to seek assistance Provide Service to colleagues and customers 7 .

Benefits of positive handling of complaints The value of amicably resolving complaints can not be underestimated and include: • Promoting goodwill • Improved customer relations • Positive work of mouth publicity • Promotion of enterprise service ethic Provide Service to colleagues and customers 8 .


ARGUMENTATIVE • The customer – Questions – Disagrees – Take issues which an employee makes – Always looking for errors or mistakes – Quick tempered – Typically slow in making decisions .

How To Sell To Argumentative Al • • • • • • Practice self-control Use merchandise knowledge Sell benefits. features Do not push a decision Give logical explanations Customer needs more information .

COMPLAINING/HARD TO PLEASE • The customer – Thinks everything is wrong – No matter what the employee does it is wrong – Tries to get employee to take side against the company – Passes judgment on everything .

How To Please Hard To Please customers • • • • Listen Stress Product Knowledge Let them feel they have made the decision Don’t push the sale! .

IRRITABLE/MOODY • The customer is – Irritable – Moody – Unpredictable – Smiling and happy one day but hardly speaking the next .

consideration Listen .Tips To Handle The Irritable customers • • • • • • Offer a place to rest if possible Lower your voice Slow one’s physical action Do not argue Practice empathy.

INSULTING/SNOBBISH • These customers are typically: – – – – – Rude Loud Rough May bluff and swear Are always ready to take advantage of a situation .

How To Sell Snobish Customers • • • • • Do not be offended by this customer Quiet dignity is needed by a salesperson Be very pleasant Appeal to exclusiveness Make them feel special .

IMPATIENT • These customers: – Expect immediate service without regard – Indicate through actions. body language. and facial expressions that they cannot wait .

How to Deal with Impatient Ida • • • • • Acknowledge that they need help Calm them down Get another salesperson to help them Suggest an alternative option Bottom Line = Get them in and out quickly! .

LEAVE –ME – ALONE/JUST LOOKING • These customers usually – Let salespeople know right away they don’t need help – Prefer making their own decisions – May lack information which is needed to make buying decisions .

How to Deal With these • • • • Do not preasure or ride this customer Stand at a distance Watch for shoplifting Inform customer that you will be near if he/she needs help .

DOMINEERING/SUPERIOR KNOW IT ALL CUSTOMERS • These difficult customers can be: – Overbearing – Have all the answers and opinion on the subject – Overly self-confident – Very talkative – Pushy – Think that they are always right .

if acceptable Don’t argue with customer .Know-it-all Nancy • • • • Let customer do the talking Will sell himself/herself if handled properly Let customer’s opinion stand.

Cut-the-Price/Thrifty Customers • • • • • Focus is on saving money Looking for the best deal Want to feel they are getting a good deal Some like to bargain Often will try to find fault with product to get to lower price .

Cut-the-Price Carol • • • • • • Explain store policy Guarantee Store Services One price to all customers Fair trade items Be friendly and firm .

SUSPICIOUS • These customers: – Doubt everything – Look for tricks on your part by asking silly questions – Insecure – Want facts or proof to support what employee tells them – Hard to help but can become most loyal customer .

SLOW/METHODICAL • These customers: – Are easy to handle but take lots of time – Silent customer • Shy. insecure • Reluctant to ask questions – Indecisive • • • • Insecure Make several visits May lack knowledge Changes mind often .

DISHONEST • These customers: – Hard to identify – Always trying to take advantage of employees – Do not pay for products – Purchase goods – use them – and return them – Switch or alter prices – Damage goods and then ask for discounts .


You're Reading a Free Preview

/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->