Final Project It 284 Handling Difficult Customers Essay

1398 Words Sep 10th, 2010 6 Pages
Final Project IT 284 Handling Difficult Customers

Handling Difficult Customers

Vutha Dingman

Axia College of University of Phoenix

May 9, 2010

IT 284

Consumers are customers that are buyer’s influenced by their children, spouse, and other household members. Each consumer make decisions for certain products or the household may make the decisions together. Customer support really has to cater to wants and needs of the long time customers. Their loyalty can be forgiving if there is a mistake or they may be more likely to complain. Listed are some of the reasons why customers become difficult when communicating technical problems.

1. Wanting a live operator but ending up in an automated telephone loop.

2.
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If the customer senses that they are communicating with someone who is incapable, it will create another reason to be frustrated or angry. If you don’t have the power to solve the issue or answer the question, tell the customer that you own the problem. Let them know that you will apply your personal effort to find a solution, even if you need to ask someone else.

Sounding bored or disinterest is absolutely preventable! Have your environment arranged in a way so that the telephone conversations are customer oriented, convenient, and efficient. Reduce distractions by tuning out office noise, have paper and pencil handy to take notes when necessary. Be prepared to answer the telephone by having it within easy reach, no more than an arm’s length away. Customer callers do not hear the first two words of the conversation so when answering the phone use buffer words. You can say something like, “Thank you for calling . . . ,” or “Good (morning or afternoon) this is. . .” Don’t just say “hello” and then wait for customers to answer.

Self-control

When you respond with hostility, or lose your self-control, you are contributing to the escalation of the situation. You have a snide response, and then the customer is even more fired up and ups the abuse. Instead calmly interject with some empathy. Say "I understand your frustration with the situation; I want us to move past this so we can fix the problem that you are

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