Activity For Dealing With Difficult Customers Edu Ppt

Slide 3 

This slide depicts an activity that customer service executives can do during a training session to deal with a difficult customer.

Instructor’s Notes This exercise is made to empathize customer care executives with a difficult customers.

• The goal here is to explain why the customer became difficult to handle for example, the difficult customer may have had a bad experience
• Make the customer care executive step into the shoes of a difficult customer, so that they can relate better to the customer next time
• Allow groups to share the message, the backstory they created, and their appropriate customer service response

Takeaway- Customers are not typically rude, demanding, or vague. Typically, they will have had a negative experience that has caused them to be this way. It's important to remember that when you're confronted by one of these customers, there would have been a chain of events that led them to act the way they are. Knowing this will assist you in remaining objective and solution-focused when these customers seek your assistance.  

Slide 5

This slide covers is to present 7 customer services scenarios

Instructor’s Notes:

The slide depicts the different role plays that will help to understand the customer service scenario

Slide 6

This slide covers an issue that the customer is facing after ordering the product. The customer has still not received the products 

Instructor’s Notes:

The essential thing to do is apologize and convince them that you are trying to resolve the problem. Also, offer comprehensive and open information to the client as to why the cargo was delaying. A fantastic method to settle the problem is to provide the consumer with a discount on their next order or free delivery.

E.g.:

Representative: Please accept my heartfelt apologies. Late delivery may be pretty inconvenient. I can tell you that we are doing all in our power to fix this matter for you. The cargo was suspended due to a natural disaster at our fulfillment site in California. As an apology, we'd like to offer you a 10% discount on your next purchase.

Slide 7

This slide covers the issues customer is facing in terms of specific characteristics in gaming computer 

Instructor’s Notes:

The important thing to do was to convey customer to either return or exchange the computer and assure them that you will working on resolving the issue. A perfect way to resolve the situation is to offer a discount or exchange offers on the order or free shipping to the customer. 

Representative: Hello! That is not an issue. Can I schedule your call with our technical expert wherein she can check and resolve the issue. If that doesn’t work, You can return the computer and take a new one. Many of our clients are enthusiastic gamers, and they praise this new model. Why don't you try talking to our technical expert and tell us what you think?

Slide 8

This slide covers the issues with the angry customer who is facing issues with his project due to software malfunction

Instructor’s Notes:

Must placate an angry customer. The representative mustn't react to the consumer and keep their cool before attentively listening to the customer and calming them down.

Scenario 1: Issue is on the client side

Sorry you’re experiencing this issue and we are sorry for your troubles. I’ve looked into your account and the problem seems to be that you’re still using the older version of the software on your system due to which your are creating this glitches and system failure. I can share a link from where you can download the new version

Scenario 2: Issue is on the company’s side

Sorry you’re experiencing this issue. Due to server wide issue you are facing this issue, but we assure you that the issue will be fixed as soon as possible. You will receive a communication from us as soon as the issue gets resolved.

Slide 10

This slide covers the concern customer showed on a specific product and wants to know when will it return

Instructor’s Notes:

Customer Care representative should not provide incorrect information, but also not lose the customer. If she can think quickly on the feet, she can talk to the customer, gauge his/her preference and suggest a suitable alternative which is available.

Representative: Hello! We understand the concern about the product but we are short on supply due to supply issues that leads to late delivery of the product. But don’t worry we have a very similar range of products. You might want to have a look at model XXX, YYY. I have shared their links with you on the email. I am sure you will like them equally.

Slide 11

This slide covers the complaint customer did about the product purchased and showed the problem with the product

Instructor’s Notes:

A product flaw should be corrected immediately since it spoils the customer brand experience. We also risk losing the customer forever if we don’t fix it immediately. Alternately, customer life time value can significantly increase if any product flaw is fixed immediately 

Representative: 

We're disappointed to hear that. We don't hear about this problem often; therefore, it might have resulted from a manufacturing error. We are happy to send you a replacement immediately

Slide 12

This slide covers the concerns from customer regarding new updates and features in the product

Instructor’s Notes:

Few consumers will proactively provide product recommendations, but when they do, they should be treated carefully. These ideas should be recorded by the customer service professional and forwarded to the appropriate authority within the company.

Scenario 1: Company can add more functionality

Greetings! Thank you for submitting your feature request. To improve our product, we are open to fresh suggestions from our consumers. Kindly inform us what particular flexibilities you are seeking so that we can serve you better. 

Scenario 2: Company cannot add more functionality

Greetings! Thank you for your feature request. We appreciate every customer suggestion, but we cannot implement it soon due to limited resources. Several clients have made similar demands. As a result, we're taking it extremely seriously. You'll be alerted as soon as we're ready with an enhanced version.