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  • KEY 5 Skill Practice 1.1

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    This document provides guidance on managing difficult customers. It includes sample customer quotes expressing frustration with a product or service and proposes response templates addressing the customer's concerns. The responses aim to resolve issues, clarify policies, and reduce customer irritation while maintaining a helpful tone. The document teaches skills for handling challenging customer interactions with empathy and resolving complaints.

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    This document provides guidance on managing difficult customers. It includes sample customer quotes expressing frustration with a product or service and proposes response templates addressing the customer's concerns. The responses aim to resolve issues, clarify policies, and reduce customer irritation while maintaining a helpful tone. The document teaches skills for handling challenging customer interactions with empathy and resolving complaints.

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    © All Rights Reserved
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    5 views2 pages

    KEY 5 Skill Practice 1.1

    Uploaded by

    Anonymous hOrmV8Tu5n
    This document provides guidance on managing difficult customers. It includes sample customer quotes expressing frustration with a product or service and proposes response templates addressing the customer's concerns. The responses aim to resolve issues, clarify policies, and reduce customer irritation while maintaining a helpful tone. The document teaches skills for handling challenging customer interactions with empathy and resolving complaints.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Trainer Manual (Keys to customer Service Guide)

    KEY 5: MANAGING DIFFICULT CUSTOMERS

    Skill Practice 1.1


    How would you respond to these quotes using Managing the Difficult
    Customer skills?

    1. “I want my TFN to work. This the third time I am calling for the same problem.”

    Response: ______________________________________________________________________________

    2. “How come you charged me from my card while my minutes are still left?”

    Response: ______________________________________________________________________________

    3. “You sold me the TFN with unlimited outgoing calls and now you started to charge me from my
    card. You cheaters!”

    1
    Real Time Data Services Pvt. Ltd.
    809- A, Fourth Floor, Udyog Vihar Phase - V
    Gurugram - 122016
    Trainer Manual (Keys to customer Service Guide)

    Response: ______________________________________________________________________________

    4. “Do I look like I have all day to hang out here? I’ve been waiting ten minute, and I’m on my lunch
    hour.”

    Response: ______________________________________________________________________________

    2
    Real Time Data Services Pvt. Ltd.
    809- A, Fourth Floor, Udyog Vihar Phase - V
    Gurugram - 122016

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