Republic of the Philippines

POLYTECHNIC UNIVERSITY OF THE PHILIPPINES

Office of the Vice President for Academic Affairs

Canja, Julie Ann L. OFAD 30083

1X1
BSOAOU 2-2 Assignment No. 3
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Inst.: Rayan C. Soriano

1. What is Customer Relations?

 Customer relations, the culmination of all customer contacts and experiences, is the
company-wide process of fostering strong relationships with your consumers. No matter
how unique the responsibilities on your team may be, every action done by every employee
of the company either strengthens or weakens relationships with customers.

2. Give and define 3 different types of difficult customers.

The Demanding/ Bully/ Aggressive Customer

 This challenging consumer is easily irritated, excessively hostile, harshly critical, impolite,
and frequently verbally abusive. They believe their requirements and needs to be superior
to those of everyone else. To achieve what they want, they yell, gripe, abuse, and sometimes
even physically harm people.

The Complainer

 Customers typically voice complaints. And that's fortunate for your business, as customer
complaints may be a great source of encouraging and helpful feedback.

However, if you come across a consumer who constantly complains, even about the most
trivial of issues, you might be dealing with a habitual complainer. These clients gripe about
anything and everything. They nitpick over the pricing you charge, how your office is
organized, what color your outfit is, and even the weather.

Nothing ever works out for these kind. Because of this, it can be difficult to completely
satisfy them.

The Know-it-all Customer

 You have probably encountered this kind of individual before. They appear to be experts in
all fields, including those related to your company, its goods, or its services.

They could be extremely nasty and judgmental in their attempt to demonstrate their
wisdom. Additionally, they like to talk a lot and take the lead in conversations. He is
adamant that he is correct, and it is nearly impossible to convince him otherwise.

Given that you can't really determine what they want, dealing with this kind of customer
might be very challenging. In truth, this attitude may occasionally be nothing more than a
 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Office of the Vice President for Academic Affairs

bargaining ploy designed to make your good or service seem subpar so they can purchase it
for less money.

3. What are the steps in approaching customer complaints?

A. Listen carefully to the person who is angry.

 You must stop what you're doing in order to focus on this because it needs active listening.
When a client is upset, they need to know that you are paying attention to them and that the
talk is important to you. Keep your attention exclusively on what the consumer is saying. To
have a document of the talk to refer to later, jot down the important details and their
worries.

B. Let your customer vent for a few minutes if necessary.

 There are instances when a very irate customer has to vent. As long as they refrain from
using profanity or abusive words, give them the opportunity to. Keep your mouth shut.
Maintain your composure and power. Above all, keep in mind that you are a representative
of your firm and that they are not criticizing you personally.

C. Show empathy for your customer’s concerns.

 Even if you disagree with their opinions, let people know that you genuinely care about the
issue. Admit any errors that you or your business made. You don't necessarily have to agree
with what the client is saying, but you should respect the way he or she understands and
feels about the issue if there is a misunderstanding. You can remark, "I recognize how
difficult that would be really irritating for you," in a sympathetic, worried tone.

D. Thank your customer for complaining.

 Yep. Even when consumers are being a little rude, truly thank them for bringing their
concern to your notice might start to drastically alter the tone of the discussion. This
demonstrates to the client your real interest in what they have to say and your appreciation
for the chance to help them.

E. Sincerely apologize even if you are not the cause of the problem.

 Whoever started the issue doesn't really matter. Sometimes the mistake was made by the
client. You're expressing regret for their anger at the circumstance, not for their anger itself.
An apology suggests responsibility. It communicates to the client that you will support them
throughout the procedure. Sincere "I'm sorry" statements can help to reduce anger by as
much as 95%. Your customer will become less agitated and more receptive to finding a
solution.
 Republic of the Philippines
POLYTECHNIC UNIVERSITY OF THE PHILIPPINES
Office of the Vice President for Academic Affairs

F. Get the facts.

 Once the client has calmed down and believes you have heard him or her out, start probing.
Avoid speaking pre-written responses and instead take advantage of the chance to engage
your customer in a genuine discussion as you establish trust. Ask as many open-ended
inquiries as you can to attempt and learn as much information as you can to help you grasp
the situation.

G. Offer a solution.

 Only once you have enough information does this happen. Understand your company's
rules and what you may and cannot do. Making a commitment you can't keep will simply
cause you to fall short. Remember to be respectful and courteous when providing a solution.
Inform the client of your willingness to assume responsibility for the situation and outline
the steps you will take to resolve it. Make the transition easier by outlining the issue so your
client doesn't have to retell their narrative if an employee in another department is better
suited to resolve it.

The cherry on top is a brief follow-up phone call a few days later to make sure everything is fine.
Even a minor act of recompense, like a straightforward upgrade on the customer's subsequent
purchase or a modest gift certificate, might transform this interaction from one of annoyance to one
of satisfaction. Successfully resolving customer complaints will help you better understand their
demands, keep them as devoted clients, and grow your company. Every time a consumer complains,
we have the chance to reflect on how we may have handled the situation differently or better to
earn their loyalty. Keep in mind that many of our mute, incensed consumers simply disappear.
Apply the aforementioned seven steps. Feel wonderful knowing you contributed to the success of
your business and your customer's day!