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  • Instituto Marista "La Inmaculada": Name - Account #

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    Lizzy Ramirez
    11 views2 pages
    The document provides guidance for customer service representatives on how to handle difficult customer situations. It outlines dos and don'ts for when customers contact support as a last resort due to multiple issues, can't be helped by the representative, want discounts or special treatment, or are unhappy about price or feature changes. The representatives are advised to reassure customers, contact other departments for help, and work towards a positive resolution without making promises they can't keep.

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    Original Title

    Dos and donts

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    The document provides guidance for customer service representatives on how to handle difficult customer situations. It outlines dos and don'ts for when customers contact support as a last resort due to multiple issues, can't be helped by the representative, want discounts or special treatment, or are unhappy about price or feature changes. The representatives are advised to reassure customers, contact other departments for help, and work towards a positive resolution without making promises they can't keep.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    11 views2 pages

    Instituto Marista "La Inmaculada": Name - Account #

    Uploaded by

    Lizzy Ramirez
    The document provides guidance for customer service representatives on how to handle difficult customer situations. It outlines dos and don'ts for when customers contact support as a last resort due to multiple issues, can't be helped by the representative, want discounts or special treatment, or are unhappy about price or feature changes. The representatives are advised to reassure customers, contact other departments for help, and work towards a positive resolution without making promises they can't keep.

    Copyright:

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

    INSTITUTO MARISTA “LA INMACULADA”

    Name_________________________Account #

    Most customers contact support because it’s the last straw. It could be one serious issue or a number of
    unrelated problems they’ve run into over a period of time. As a result, they want to talk to the decision maker.

    DO

    _______________________________________________________________________________

    DON’T

    _______________________________________________________________________________

    Customers run into a very difficult problem that can’t be solved from your end, or aren’t able to offer you with the
    right information to do so.

    DO

    _______________________________________________________________________________

    DON’T

    _______________________________________________________________________________
    Customers may want a discount, free samples or special treatment. You know that is no longer possible and
    have to make them understand.

    DO

    _______________________________________________________________________________

    DON’T

    _______________________________________________________________________________

    These situations are difficult to diffuse because you must reassure the customer, contact your shipping provider
    and offer a positive outcome for the customer.DO

    _______________________________________________________________________________

    DON’T

    _______________________________________________________________________________

    Repeat customers get used to prices and features that they have come used to. As a result, they can make a lot
    of noise when a certain function becomes unavailable. They have to get used to the new feature or understand
    the new price.

    DO

    _______________________________________________________________________________

    DON’T

    _______________________________________________________________________________

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