Are you effective communicator? Can you deal effectively with emothional customers? Please share effective techniques that you've utilized in dealing with difficult customers.
I would say that I can deal with emotional customers pretty well. I still have room for improvement. I think the best method is to try and stay calm and don't make any judgemental statements about this person. Make sure when you are speaking to them you stay confident and stay calm. You also have to understand that when you are dealing with tough customers that what they want they can't always get. Sometimes you have to play the bad guy. I think the main point is to stick to your companies policies.
I don't mind dealing with the reasonable minded customers. For the most part I try to deliver great customer service to all customers, rude and otherwise. When things get out of hand I will let someone else handle the situation.
I can deal with difficult customers. For the fact that I don't let words get to me. So as long as I'm not touched I can be calm and collective about what's going on.
Yeah that's a good quality to have. They really don't get to me either. Sometimes humans are less likely to help someone who comes in making demands. I always think maybe their just having a bad day or something so I try to give them the benefit of the doubt unless they persist in being rude.
I think the best way to deal with customers are to listen, repeat, and respond. I think the number one technique is to listen, this way the customer feels that they are receiving proper customer service.
I also think that is important to identify with the customer. For example "I understand why you are upset, I actually had the same problem let's see what we can do for you".
Having worked with customers the past 5-6 years, my best advice is to just have a touch skin on ya. Customers think they can walk all over you, You hold all the cards in your hand, they are coming to you for help. Let them say whatever they have to say, and then just continue on with whatever you have to do to get them out of your face, or off the phone. If the opportunity ever arises to prove them wrong, do it. It will make them a little quieter (for a while at least) and also make you feel better since you through your knowledge in their face. Customer service isn't all about being nice. You have to have to take a strong stance sometimes in order to maintain your control over the issue.
Yes you are right in some ways. Your right you do hold all the cards but for example the company I work for and most companies the customer is imperative, now I know we can't always please customers, but never be rude to them or try to prove them wrong at least not spitefully.
I would say that I can deal with emotional customers, I have in the past. If it the situation got really bad and I couldnt handle it anymore I just went and got my supervisor.
Its never good to be rude or prove a customer wrong in spit, however they come to you seeking help or satisfaction. IF they are wrong, they need to be shown professionaly and then take care of the situation. If the customer is still rude or mad about the situation, that is when you would get someone else involved, preferably a manager or the next level up. A good situation would be in a restaurant, never piss of the cook!
I am a pretty good comunicator. I like dealing with people, however, don't like fixing other people's problems. I do work on an atmosphere where sometimes I have to be in the front desk, and I guess I am known for being friendly and helpful. The best way to be a good CSR would be knowing your stuff, and putting yourself in the customer's shoes. However remember that you can't solve the customer's problems if it requires to step out of your boundaries, so you will have to be calm to deal with an upset customer.
Most of the day I deal with angry guest who I catch for shopplifting. It seems like most of the time when I stop the people who have stolen they try to fight me at the entrance doors.Sometimes they even have another person actiong as a look-out. I have to stay professional and remeber that they are still guest in the store. I use the a scale of behavior that Target Company developed when dealing with irrate guest.
I am a great communicater and yes very effective also. The best way to deal with an emotional customer, is to just stay calm listen to what they are saying and get them the help they need.
I have always been a sounding board for my family and friends, with strong head on my shoulders, I've been able to give sound advice. I'm also not a person who is quick to act on emotions when someone gets emotional or even irate with me. I've never had a job where I personally had to deal with the customers but I'm not completely new to dealing with emotional stress. The best thing to do is be the calm one and put yourself in the shoes of the other individual and solve the problem logically and systematically.
I deal with emotional customers very well. I should with all the experience under my belt. The best way to deal with an emotional customer, wether it be irate, sad, or happy, is to let them get out what they have to say without interrupting. You always want to show empathy as well as sympathy when you get a chance. Let the customer know that you understand what they are feeling, even if you are faking it. You also want to stay attentive to what they are saying. Don't ever make them feel like you are ignoring them. Never get out of control and professional.
I think I am an effective communicator, but there are times where people don't understand me. If I can deal with my friends emotional problems then I think I can cope with dealing with customer emotions or problems. Some techniques with dealing with diffucult customers are to stay calm, get as much information out of them, then state what you have to say. The main thing is to talk clearly and be patient.
I believe that I am and effective communicator b/c my strength is listening. I always try to experience the person's emotions that I am speaking with. I feel that you need to empathize b/c anything less is rude.
It depends on the level of emotion that the customer is experiencing. Usually I'm good at calming them and making them feel like I am concerned. Unless they are not willing to talk and are very aggressive, I can't handle that.
Mostly what I do is remain calm and let the customer finish their thought. Then I repeat what they said to let them know that I heard them and I am going to resolve their problem. Then I address them by name and remain very polite and keep them informed throughout the duration of the call.
I really don't like to deal with customers but based on my past experience, I have dealt with them pretty fairly. The key rule is listen, stay calm and be patient. If things get out of hand, I just call the supervisor.
I come into contact with a lot of emotional customers on a daily basis. When I do receive that call and the customer or patient is irate I let them release steam. I usually use the mute button when they are venting. (I seem to get hit for that one a lot.) Once they calm down I let them know that I understand their frustrations and that I am here to help them. After I let them know that I am a concerned reprehensive we have a very good call. Normally the customer tells me that they really appreciate my help and my concern. Then I know that I have gained their trust and respect. Chel
I use two techniques in dealing with difficult customers. The first technique I use in dealing with difficult customers is to keeping a calm voice. If you keep a calm voice with the customer it tends to settle them. The next technique I use is to explain to them that you are going to handle the situation the best you can. Get them involved in what you are doing to fix the problem. Ask them questions about how the problem occurred and listen to them attentively.
Customers tend to get really upset when they have to sit on the phone and wait for a representative to answer. After the customer has waited for so long and a representative answer the call and finds out that they have to be transferred to another department they are very upset. This does not look good for the company. Sometimes technologies are not always accurate. That’s why we need to have more man power on hand. That will elevate unemployment, and will make our customers very happy. With the unemployment sky rocking we need to enlarge the work force. If there are more employees on hand that will cut down on the hold time a customer will have to deal with. The existing employees will have help and will not be a stressed with a stressful situation. Score 6.1
Dealing with irate customers sometimes could be hard but if you remain calm the customer might realize that they are the one thats wrong for being mean with the customer service rep. I dealt with a customer that was really upset about not being paid correctly, the way i dealt with was that i offered to stop with what i was doing to find out why and in the end the customer was satisfied.
27 comments:
I would say that I can deal with emotional customers pretty well. I still have room for improvement. I think the best method is to try and stay calm and don't make any judgemental statements about this person. Make sure when you are speaking to them you stay confident and stay calm. You also have to understand that when you are dealing with tough customers that what they want they can't always get. Sometimes you have to play the bad guy. I think the main point is to stick to your companies policies.
I don't mind dealing with the reasonable minded customers. For the most part I try to deliver great customer service to all customers, rude and otherwise. When things get out of hand I will let someone else handle the situation.
Yeah I agree when they are really tough customers I let the managers deal with it. But even they mainly stick to the company policies.
lets jus go home this class is a joke.....im bored outta my mind
I can deal with difficult customers. For the fact that I don't let words get to me. So as long as I'm not touched I can be calm and collective about what's going on.
Yeah that's a good quality to have. They really don't get to me either. Sometimes humans are less likely to help someone who comes in making demands. I always think maybe their just having a bad day or something so I try to give them the benefit of the doubt unless they persist in being rude.
I think the best way to deal with customers are to listen, repeat, and respond. I think the number one technique is to listen, this way the customer feels that they are receiving proper customer service.
Just stay patient and you will be ok. People can be real crappy.
I also think that is important to identify with the customer. For example "I understand why you are upset, I actually had the same problem let's see what we can do for you".
Having worked with customers the past 5-6 years, my best advice is to just have a touch skin on ya. Customers think they can walk all over you, You hold all the cards in your hand, they are coming to you for help. Let them say whatever they have to say, and then just continue on with whatever you have to do to get them out of your face, or off the phone. If the opportunity ever arises to prove them wrong, do it. It will make them a little quieter (for a while at least) and also make you feel better since you through your knowledge in their face. Customer service isn't all about being nice. You have to have to take a strong stance sometimes in order to maintain your control over the issue.
Yes you are right in some ways. Your right you do hold all the cards but for example the company I work for and most companies the customer is imperative, now I know we can't always please customers, but never be rude to them or try to prove them wrong at least not spitefully.
I would say that I can deal with emotional customers, I have in the past. If it the situation got really bad and I couldnt handle it anymore I just went and got my supervisor.
Its never good to be rude or prove a customer wrong in spit, however they come to you seeking help or satisfaction. IF they are wrong, they need to be shown professionaly and then take care of the situation. If the customer is still rude or mad about the situation, that is when you would get someone else involved, preferably a manager or the next level up. A good situation would be in a restaurant, never piss of the cook!
I am a pretty good comunicator. I like dealing with people, however, don't like fixing other people's problems. I do work on an atmosphere where sometimes I have to be in the front desk, and I guess I am known for being friendly and helpful. The best way to be a good CSR would be knowing your stuff, and putting yourself in the customer's shoes. However remember that you can't solve the customer's problems if it requires to step out of your boundaries, so you will have to be calm to deal with an upset customer.
Most of the day I deal with angry guest who I catch for shopplifting. It seems like most of the time when I stop the people who have stolen they try to fight me at the entrance doors.Sometimes they even have another person actiong as a look-out. I have to stay professional and remeber that they are still guest in the store. I use the a scale of behavior that Target Company developed when dealing with irrate guest.
I am a great communicater and yes very effective also. The best way to deal with an emotional customer, is to just stay calm listen to what they are saying and get them the help they need.
I have always been a sounding board for my family and friends, with strong head on my shoulders, I've been able to give sound advice. I'm also not a person who is quick to act on emotions when someone gets emotional or even irate with me. I've never had a job where I personally had to deal with the customers but I'm not completely new to dealing with emotional stress. The best thing to do is be the calm one and put yourself in the shoes of the other individual and solve the problem logically and systematically.
can you make this class mor ehands on.. these powerpoints are like boring!!! lol
I deal with emotional customers very well. I should with all the experience under my belt. The best way to deal with an emotional customer, wether it be irate, sad, or happy, is to let them get out what they have to say without interrupting. You always want to show empathy as well as sympathy when you get a chance. Let the customer know that you understand what they are feeling, even if you are faking it. You also want to stay attentive to what they are saying. Don't ever make them feel like you are ignoring them. Never get out of control and professional.
I think I am an effective communicator, but there are times where people don't understand me. If I can deal with my friends emotional problems then I think I can cope with dealing with customer emotions or problems. Some techniques with dealing with diffucult customers are to stay calm, get as much information out of them, then state what you have to say. The main thing is to talk clearly and be patient.
I believe that I am and effective communicator b/c my strength is listening. I always try to experience the person's emotions that I am speaking with. I feel that you need to empathize b/c anything less is rude.
It depends on the level of emotion that the customer is experiencing. Usually I'm good at calming them and making them feel like I am concerned. Unless they are not willing to talk and are very aggressive, I can't handle that.
Mostly what I do is remain calm and let the customer finish their thought. Then I repeat what they said to let them know that I heard them and I am going to resolve their problem. Then I address them by name and remain very polite and keep them informed throughout the duration of the call.
I really don't like to deal with customers but based on my past experience, I have dealt with them pretty fairly. The key rule is listen, stay calm and be patient. If things get out of hand, I just call the supervisor.
I come into contact with a lot of emotional customers on a daily basis. When I do receive that call and the customer or patient is irate I let them release steam. I usually use the mute button when they are venting. (I seem to get hit for that one a lot.) Once they calm down I let them know that I understand their frustrations and that I am here to help them. After I let them know that I am a concerned reprehensive we have a very good call. Normally the customer tells me that they really appreciate my help and my concern. Then I know that I have gained their trust and respect.
Chel
I use two techniques in dealing with difficult customers. The first technique I use in dealing with difficult customers is to keeping a calm voice. If you keep a calm voice with the customer it tends to settle them. The next technique I use is to explain to them that you are going to handle the situation the best you can. Get them involved in what you are doing to fix the problem. Ask them questions about how the problem occurred and listen to them attentively.
Customers tend to get really upset when they have to sit on the phone and wait for a representative to answer. After the customer has waited for so long and a representative answer the call and finds out that they have to be transferred to another department they are very upset. This does not look good for the company. Sometimes technologies are not always accurate. That’s why we need to have more man power on hand. That will elevate unemployment, and will make our customers very happy. With the unemployment sky rocking we need to enlarge the work force. If there are more employees on hand that will cut down on the hold time a customer will have to deal with. The existing employees will have help and will not be a stressed with a stressful situation.
Score 6.1
Dealing with irate customers sometimes could be hard but if you remain calm the customer might realize that they are the one thats wrong for being mean with the customer service rep. I dealt with a customer that was really upset about not being paid correctly, the way i dealt with was that i offered to stop with what i was doing to find out why and in the end the customer was satisfied.
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