NVQ-Level 2-Customer service
2006-12-18 23:16:34 · 11 answers · asked by kirsty h 1 in Business & Finance ➔ Careers & Employment
That's too broad a question. Basically, always be polite. You can be firm, but you must be polite. Customers can be told no in a positive way that ensures that they return another day to purchase your product/service.
Remember what you feel like when things aren't working out for you. Frustration causes most of a customer's angst. Put yourself in his/her place, take a deep breath, smile, and deal with it.
2006-12-18 23:21:04 · answer #1 · answered by Blue 6 · 2⤊ 0⤋
This is what I have learned int he Customer Care course:
1. Be polite and smile
2. Be knowledgeable about your services / products so you always know what can you do and what cant you do for the customer
3. Always thank the guest even if no sale / purchase was done
If you have a complaining guest / dissatisfied guest, here is a guideline how to deal with them:
1. Listen to the complaint without disturbance
2. Repeat the complaint to make sure that you have understood (rephrase it)
3. Symphatize with the guest (I understand this is difficult for you...) and thank him/her for bringing it to your attention
4. Think about the course of action and share it with the customer (Sir, this is what I am going to do: first,......)
5. Agree on the course of action with the customer and let him/her know when are you going to deliver the solution
6. Deliver the solution
7. Thank the guest and invite him/her to come back
We have also been told never to apologize and say that we are sorry (because we really are not and the problem is more than often not your mistake anyways) - the phrase was "Would you please excuse this action/misunderstading/incident?"
And one more thing - being is service industry (or any other industry facing the customers) you will come acrsoos dissatisfied clients everyday. Dont take it negative, try to take it as a challenge to make these people happy. Good luck!
2006-12-18 23:37:18 · answer #2 · answered by Anonymous · 0⤊ 0⤋
Be nicer than nice - keep smiling and apologise for any inconvenience or upset caused by you or the company.... never drop your confidence though, keep your head up and be bright, but not cocky. If the customer continues to complain or be difficult about something, ask them if there is anything that you can do to put them at their ease. If they don't give a good, reasonable, concrete answer - kick them out! Don't ever lose your temper, but don't ever become a doormat either!
2006-12-18 23:26:53 · answer #3 · answered by Sinead G 3 · 0⤊ 0⤋
Be easy and think of approximately it. in case you provide an answer of ways somebody else dealt with it, you will get caught in a lie. they opt to understand the way you could handle it. assemble your techniques and be easy. could you: ignore relating to the anger, handle it, step around it? could you: tell the customer they are suitable, they are incorrect, or see that suitable or incorrect, they sense they have a controversy and take a verify out to remedy their concern? the assumption in coping with a tough customer is being waiting to defuse a undesirable subject. in case you sense issues 'getting uncontrolled' you could desire to understand whilst it's time to get the boss in contact interior the region. think of on those issues and get a plan of action on your head. each and every subject would be distinctive yet you might have an thought. the customer isn't constantly suitable, they are constantly genuine. there's a difference.
2016-10-18 11:46:18 · answer #4 · answered by Anonymous · 0⤊ 0⤋
Have you ever heard of "Secret Shoppers"? I am one of them. Often times companies will send their "spies" into a place of business to do just that, then report the reactions of the employees. More often, its not to make trouble, but sometimes we are sent in to straighten out an issue.
Just pretend each customer is a Secret Shopper and what you say and do will be reported to the Corporation.
Now, that makes you think, eh? Not to scare you, but it will make it easier to respond nicely to them. The public is the worst people to work for in the world...if you can survive it, you are doing GREAT!
Best of Luck and Merry Christmas!
2006-12-18 23:27:13 · answer #5 · answered by Barbara 5 · 0⤊ 0⤋
1. Always keep in mind that the customer is upset at the institution/company you represent, not at you per se. DO NOT take it personally.
2. If you are confident in your profession, and you project that confidence to the client, they will be confident that you have the ability to solve their problem.
And my best one:
3. GET THICKER SKIN! Let everything roll off you like water off a duck's back...
2006-12-18 23:28:48 · answer #6 · answered by Soren 3 · 0⤊ 0⤋
i worked in customer care at a catalogue (for one week, got fired that same week for telling too many awkwards customer to get a f**king life) the thing is that you've got to be calm and patient otherwise you'll end up pulling your hair out. and the other thing is if theyre shouting abuse at you, you can walk away/terminate the call.
2006-12-18 23:33:37 · answer #7 · answered by Anonymous · 0⤊ 0⤋
Always be polite, accommodating, with a smile on your face - then if you are still really annoyed by it take a break and go and make yourself a cup of tea - that's what I used to do!
2006-12-19 01:07:28 · answer #8 · answered by JoJi 4 · 0⤊ 0⤋
Work out what the real main problem is...and solve it.
Many times, it's better to fix it than be right.
The better optiion is to sack the customer, there's more out there.
Do you really want to put up with their crap!
Prcoess them and get them out of there.
2006-12-18 23:20:52 · answer #9 · answered by Anonymous · 1⤊ 1⤋
Customers are always right.
2006-12-18 23:24:08 · answer #10 · answered by S 4 · 0⤊ 0⤋