Dealing with Customers

• Engel
• MBO
• Studiejaar 2,3

Dealing with Customers

7 steps

1. Give customer full attention (adjust your mindset)

2. Listen actively

3. repeat the customers concerns

4. be empathetic and apologize

5. present a solution.

6. take action and follow up.

7. use the feedback as a learning point.

Useful language

I'm sorry for this trouble.

What can we do to resolve this now?

I want to take care of this for you immediately.

I'm more than happy to help you with this.

I hear what you are saying and I know how to help.

You have a right to be upset.

Useful language

You're right and we need to do something about this immediately.

Let's work together to find a solution.

Here's what I am going to do for you.

What I will do right now is....Then I can....

As an immediate solution, I'd like to suggest....

What can we do to resolve this now?

Practise

You are going to work in couples (groups of two persons)

you are going to have two conversations

-  one as a customer, and one as a customer service employee.

You will get 5 minutes to prepare each conversations and 5 minutes to hold each conversation.  All this work is done together.

This means you will have 20 minutes to have this conversation.

 

What did you do today?

Which words came in useful today?

How do you react to an angry customer?

What could you do to understand the customer?

Did you (as customer service employee) find it difficult to remain kind and polite?

1. Yes
2. No

Why do you need to listen to a customer?