A difficult customer is one who shows dissatisfaction for various reasons. There are different types of difficult customer and reasons for his dissatisfaction, such as:
- Bad communication
- Sluggish service
- Objective reasons for not being able to settle a client's case
- Client difficult from the very assumption (he comes to service to unload his frustration). Whatever the situation customer must be served in such a way that the end came at least satisfied.
Improvement of customer service skills in everyday life.
Assume the goals you want to achieve by this lesson. Why do you want to improve the customer service skills? Learn how to solve problems with difficult customer, ask questions, reflect feelings, appreciate and summarize.
DAY 1 - Visualisation
Today, when you wake up in the morning think about how you could solve the problem of a nervous client. So imagine that the client is an infant who screams to get attention. You're the only one who can calm him down. How will you do it? What will you do to calm him down? Save the ideas and try to apply these solutions in reality when there is an opportunity.
Day 2 – Paying attention
Today, after getting up from bed imagine an upset customer who came to you with a grudge. Imagine that you are talking to a client like this: "If I did something that upset you, I'm sorry. Can I fix it somehow?" After this question, imagine several scenarios of customer response. Write them in a notebook and try to put them into practice.
Day 3 - Assertiveness
Assertiveness is the ability to realize one's rights in a way that does not violate the rights of other people. This is a firm action, but without aggression, gentle but without submission. Try to be assertive today. Imagine that the boss asks you to stay at work after hours and make an analysis for which your friend is responsible. Try to formulate real arguments refusing to perform this activity, but without tying or resorting to the secrets. Make your arguments clear and try to defend them. Record the results in a workbook
Daily on the task to be carried out each day
Every day prepare short resume of the skills you have learned or improved. Take a look for the assumptions for the next day to be prepare for new challenge.