Lesson 7Customer Relations II

Learn: Learn: To identify and demonstrate steps involved in

handling customer questions and complaints. how to apologize and the importance of an

apology Understand: Understand:

cultural differences which may affect how customer service is provided

how to work with disabled customers ADA (Americans with Disabilities act) as it pertains

to customer service. how your behavior affects the customer service

experience. Demonstrate: Demonstrate:

positive interaction with staff, supervisors, co-workers and customers

Other important terms to know for this topic are:Complaint – An expression of dissatisfaction.Behavior – The way an individual does things. You do

things in a particular way because of the way you feel, what you want, and how the other people treat you

Apology – To express remorse or regret and to communicate those feelings to an individual

Empathy – Understanding how a person feels and acting accordingly. Intellectual Awareness of Emotions

Sensitivity –Awareness of how an individual feels. Emotional feeling

Remember that the customer is always right, even when they're wrong.

It is not necessary to check into the legitimacy (truthfulness) of the complaint.

Regard the complaints as accurate and take immediate steps to resolve them.

Do not make going to your supervisor be the first step.

Always apologize first (In the first person)

ApologizeListen and EmpathizeFix the problem fairly and quickly

Offer Atonement if necessaryKeep your promisesFollow up

It doesn’t matter who’s at fault

You are part of a team Customers want

someone to: acknowledge that a

problem has occurredshow concern for their

disappointment.

Treat your customers in a way that shows you care:about them their problem.

People have feelings and emotions.

Put yourself in their shoes

http://www.youtube.com/watch?v=K5cqfD5rzXI&feature=search

A “fair fix” is delivered with a sense of professional concern.

They want what they expected to receive in the first place

The sooner the betterYou and your companies

reputation are on the line

If a dissatisfied customer feels injured or put out by a service breakdown, they will look to you for some value-added gesture

Provided Added Value in a way that says “I want to make it up to you”

Note: Atonement is not required for successful recovery of service or product breakdown. This is only necessary if the customer feels:

Injured, Victimized, Greatly Inconvenienced, Damaged by the problem

5. Service recovery is needed because a customer believes a service promise has been broken.

6. During the recovery process you will often need to make new promises.

7. be realistic about what you can and can’t deliver.

8. Don’t assume you’ve fixed the problem.

Add a pleasant extra to the recovery sequence by following up

Make sure things really were resolved to your customers satisfaction

Takes little time but has big impact on the customers loyalty can help set you apart from the competition.

Be up front and say so.Don’t make something up if you don’t

know.Follow up with the customer by saying “I

will find out for you”If you go to the boss, propose ideasPrepare for expected future problems and

questions.

• Don’t take it personally- • Try to see it from the customer’s

point of view-• Draw attention to the customers

mistake indirectly- Don’t directly accuse the customer of being wrong even if they are.

• It will cause embarrassment and could possibly make the issue worse.

• Admitting that you may be wrong will help the customer save some face and reduce embarrassment

• If your wrong admit it.

Offer a Credit Offer a Credit for the Item for the Item to purchase something to purchase something else or receive a different else or receive a different serviceservice

Offer a replacement Offer a replacement for for the item or servicethe item or service

Conflict – A state of disharmony; clash. A state of disagreement between individuals or parties.

Agreement – Harmony of opinion. An understanding either oral or written between an individual or parties

Compromise – A settlement between parties that each individual or parties give and take to settle on an agreement.

Negotiate – To meet and discuss with another in order to reach an agreement.

Mediation – Process that allows opposing sides to come to an agreement. A mediator may be used to assist both parties in this process.

Resolution The outcome of a decision. The agreed upon solution

Diversity – The difference between people both internally and externally.

Examples of Diversity Include: Language Spoken, The ability to speak (or not), and sexual preference

Disability – A physical or mental impairment, See the ADA (Americans with Disabilities Act) www.ada.gov

• Resiliency – The ability to recover rapidly and quickly to an event or situation.

• Self Image The way in which an individual perceives and thinks about themselves. Self image encompasses both physical appearance and emotional awareness.

Customers (Or customer service providers) who have not mastered the native tongue.

Customers who come from cultures with often mystifying service expectations.

Customers who can be offended by communication practices you take for granted

(Performance Research Associates)

Respect is the universal language of Service- Impatience with imperfect English, strong accents or difficult to pronounce names could send a customer elsewhere. Be patient, respect differences and allow customers to be heard.

Simplify and Clarify Language with non-native speakers. Speak slower and more deliberate. Pronounce your words as clearly as possible

Avoid Slang, Figures of Speech, Sports Metaphors, and buzzwords

Act the way you except others to act Do not expect anyone to do anything you are not willing

to do Make customer service crucially important to you, it will

be important to your coworkers Your coworkers need to see that you truly believe your

customers are your most important asset. No talking negatively or laughing at your customers. Such

behavior gives the green light for them to do the same Never become complacent. Always look for ways to

improve your performance. Remember that your coworkers are your internal

customers. Treat them the same way you treat external customers

The ADA made discrimination of those with disabilities illegal. This includes discrimination for employment and discrimination to our customers.

The ADA defines a disability as “a physical or mental impairment that substantially limits a major life activity.“ This includes mental and physical disabilities (www.adata.org)

Physical Disabilities are defined as “Any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of the following body systems: neurological, musculoskeletal, special sense organs, respiratory (including speech organs), cardiovascular, reproductive, digestive, genitourinary, hemic and lymphatic, skin, and endocrine” (www.adata.org)

Mental Disabilities are defined as “Any mental or psychological disorder, such as mental retardation, organic brain syndrome, emotional or mental illness, and specific learning disabilities." (www.ada.org)

If a customer with a disability asks for assistance, it is important to listen to what kind of assistance is needed and not make assumptions.

Be sure to avoid raising your voice and always ask the customer about their preference for communication.

Customers who are deaf, hard-of-hearing, or who have speech impairments may not communicate vocally.

When communication by speech is not possible, simple questions, such as the price of an item, may be handled by exchanging written notes or a mixture of speech, gestures, and written notes.

Many people with hearing or speech disabilities use a Telecommunications Device for the Deaf (TDD) instead of a standard telephone. This device has a typewriter keyboard for entering messages and a visual display to view the content of a conversation from another person.