2.03 Resolve conflicts with/for customers to encourage repeat business

Types of difficult customers 2.03-A Disagreeable Domineering/superior Suspicious Slow/Methodical Dishonest

Define the types of difficult customers Disagreeable: argumentative customers who seem to look for problems Domineering/superior: customers that already know everything and know more than the sales associate. Suspicious: customers that don’t trust the salesperson; believe the salesperson is self serving. Slow/Methodical: customers that require more time to make purchases; slow to make decisions. Dishonest: customers without integrity; lie, cheat, or steal.

Categories of Disagreeable Customers Argumentative: customers who seem to look for problems Impatient: customers who show verbally and nonverbally that they do not want to wait Leave-me-alone: customers do not want any assistance or advice Irritable/Moody Complaining: customers think everything is wrong

Domineering/Superior Customer Barks orders the entire time Thinks they already know everything about the products Demands control of the sales process

Ways Customers are Dishonest 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

Situations where customers become difficult Customers want something against company policies. Problems with merchandise Broken or damaged Lack of need-gift Wrong size Changed mind Problems with company Account errors-date entry errors Rude treatment by an employee Illegal activity

Reasons for handling difficult customers Customers that have had an issue resolved efficiently and professionally are more loyal. It is important to get a customer and never loose that customer via superior customer service; thus, building a strong clientele. Customers are the bread and butter, even the difficult ones. Word of mouth about handling situations well will spread. It impacts the company’s image. It can aid in the development of a competitive advantage. All of the above contributes to profits.

General guidelines for handling difficult customers Be professional Don’t take the situation personally Focus on the problem; listen carefully Be patient and kind; Remain CALM Be helpful, serve your customer, ask ?’s Create an action plan to solve the problem Follow-up with customer after problem solved Don’t promise what you can’t do

Guidelines for Handling types of Difficult Customers Argumentative Speak softly, ask for their opinion, take a break Impatient Acknowledge them right away and let them know someone will be with them shortly. Sometimes it may be best to take care of them immediately

Guidelines for Handling Types of Difficult Customers (Cont.) Leave-me-alone Do not pressure or ride this customer, stand at a distance, and inform customer that you will be near if they needs help Irritable/Moody Lower your voice, do not argue, show consideration, and listen

Guidelines for Handling Types of Difficult Customers (Cont.) Complaining Listen, stress product knowledge, let them feel they have made the decision, and don’t push the sale Domineering/Superior Be professional, respect the customer, be firm and fair, and tell the customer what you can do. Go to “Handling Difficult Customers Chart”

Define Complaint 2.03-B Compliant is an expression of discontent, regret, pain, resentment, or grief; a grievance.

Costs associated with customer complaints Additional labor expenses Postage fees for return shipping Lost sales Lost customers Damage to business image Damage to community relations

Reasons for Customer Complaints Service Content, Delivery or Quality Personnel Requests Communication Response Time Documentation Billing Follow Up

5 Benefits Of Customer Complaints Complaints identity faulty products Complaints challenge the status quo Complaints test internal systems and processes Complaints are friends Complaints provide the opportunity for service recovery

Importance of handling customer complaints To secure a strong relationship with customers, all customer complaints should be handled immediately to maintain: Customer retention/repeat customers Strong customer service Positive word of mouth

Handling Customer Complaints Focus on the Customer Focus on the Complaint Focus on Process Improvement