Transcription of CHAPTER 5: HANDLING DIFFICULT CUSTOMER SITUATIONS
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CHAPTER 5: HANDLING DIFFICULT CUSTOMER SITUATIONS
CHAPTER 5: HANDLING DIFFICULT CUSTOMER SITUATIONS A Guide to CUSTOMER Service Skills for the Service Desk Professional Third Edition 2 OBJECTIVES The power of a positive attitude Why customers sometimes behave in challenging ways Proven techniques to handle irate, DIFFICULT , and demanding customers How to respond, not react, to DIFFICULT CUSTOMER SITUATIONS Positive steps to stay calm and in control 208 Ch. 5: HANDLING DIFFICULT Customers 3 HANDLING DIFFICULT CUSTOMER SITUATIONS Most customers are pleasant, calm, and appreciative of analysts efforts There are times when customers become upset, angry, and demanding These DIFFICULT SITUATIONS can be extremely stressful You cannot control your customers behavior You can control your response to their behavior You can develop the skills needed to handle even the most DIFFICULT SITUATIONS 209 Ch. 5: HANDLING DIFFICULT Customers TOPIC 1: THE POWER OF A POSITIVE ATTITUDE 209 "THINGS TURN OUT BEST TO PEOPLE THAT MAKE THE BEST OF THE WAY THINGS TURN OUT.
2 OBJECTIVES •The power of a positive attitude •Why customers sometimes behave in challenging ways •Proven techniques to handle irate, difficult, and demanding customers •How to respond, not react, to difficult customer situations •Positive steps to stay calm and in control 208 Ch. 5: Handling Difficult Customers
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