logging in or signing up DEALING WITH COMPLAINTS Marcell Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINTLite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 8983 Category: Entertainment License: All Rights Reserved Like it (18) Dislike it (0) Added: January 13, 2008 This Presentation is Public Favorites: 12 Presentation Description No description available. Comments Posting comment... By: mhrossi (4 month(s) ago) May I have permission to download this presentation. Saving..... Post Reply Close Saving..... Edit Comment Close By: regina_clever (7 month(s) ago) Very nice presentation , can you please send me the present or allow me to download , thanks Saving..... Post Reply Close Saving..... 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See all Premium member Presentation Transcript DEALING WITH COMPLAINTS : DEALING WITH COMPLAINTS PROJECTING THE RIGHT ATTITUDE!THE CUSTOMER IS NOT ALWAYS RIGHT BUT...: THE CUSTOMER IS NOT ALWAYS RIGHT BUT... the customer is always the customer and this means simply that solving the problem is often more important than who is right If you can solve their problem without blaming yourself or others, you will reduce stress, everyone will feel better and you will be on your way to CUSTOMER SATISFACTION TYPES OF DIFFICULT CUSTOMERS?: TYPES OF DIFFICULT CUSTOMERS? ANGRY NASTY DEMANDING CRITICAL NON-STOP TALKER ODDBALL INDECISIVE SARCASTIC INTOXICATED SHIFTY ARGUMENTATIVEWHY ARE THEY DIFFICULT?: WHY ARE THEY DIFFICULT? THEY ARE OFTEN EXPRESSING A NEED BUT ARE CHOOSING AN APPROPRIATE AND IMPOLITE WAY TO COMMUNICATE THIS NEED THEY ARE DIFFICULT FOR THEIR OWN REASONS - NOT BECAUSE OF YOUCOMMON REASONS FOR BEING DIFFICULT: COMMON REASONS FOR BEING DIFFICULT tired or frustrated confused or overwhelmed defending their ego unfamiliar with situation feel ignored under influence of drink or drugs don’t understand in bad mood in a hurry other reasons…..Most common complaints...: Most common complaints... Wrong information poor service accommodation unsatisfactory overcharged HOW DO I DEAL WITH THESE PEOPLE?: HOW DO I DEAL WITH THESE PEOPLE? “this job would be great if it weren’t for the difficult people”FREQUENT FRUSTRATIONS: FREQUENT FRUSTRATIONS Others blame you for problems over which you have not control people pressure you with last minute requests superiors don’t understand your job you don’t get the right info or materials needed to do job properly people change their mindsBELIEFS ARE OFTEN A BARRIER TO PROBLEM SOLVING: BELIEFS ARE OFTEN A BARRIER TO PROBLEM SOLVING !!SO HOW CAN I COPE WITH THESE DIFFICULT PEOPLE?: SO HOW CAN I COPE WITH THESE DIFFICULT PEOPLE? ?APPROACH THEM PROFESSIONALLY AND NOT PERSONALLY: APPROACH THEM PROFESSIONALLY AND NOT PERSONALLY TAKING THINGS PERSONALLY CAN HURT YOU AND OTHERS TAKING A SITUATION PROFESSIONALLY PAYS OFF FOR EVERYONEREMIND YOURSELF!: REMIND YOURSELF! This is my job and I’m going to do it professionally If it were not for these customers I would not have a job every time I solve a problem I will feel better reinforce this by saying… “I like the job, not because it’s easy, not because there are no difficult people, not because there are no frustrations but because people are part of any job and I can make things easier by taking things professionallyLISTEN FOR THE SIGNALS THAT YOU ARE TAKING THINGS PERSONALLY: LISTEN FOR THE SIGNALS THAT YOU ARE TAKING THINGS PERSONALLY !!WHAT ARE THE MOST COMMON COMPLAINTS?: WHAT ARE THE MOST COMMON COMPLAINTS? DO YOU KNOW HOW TO HANDLE THESE? WHAT WOULD YOU SAY? WHAT WOULD YOU DO?HANDLING COMPLAINTS: HANDLING COMPLAINTS TAKE ASIDE LISTEN REPEAT APOLOGISE ACKNOWLEDGE EXPLAIN ACTION THANK FOLLOW UP REMEMBER TO NOT TAKE IT PERSONALLY REMAIN CALM FOCUS ON PROBLEM AND NOT PERSON TURN UNHAPPY PERSON INTO HAPPY CUSTOMERCHECK YOU CUSTOMER SERVICE ATTITUDE: CHECK YOU CUSTOMER SERVICE ATTITUDE !!ATTITUDE IS THE KEY TO SUCCESS: ATTITUDE IS THE KEY TO SUCCESS ATTITUDE IS YOUR MENTAL POSITION ON FACTS - OR MORE SIMPLY, THE WAY YOU VIEW THINGSFIVE POINTS ABOUT ATTITUDE TO REMEMBER: FIVE POINTS ABOUT ATTITUDE TO REMEMBER your attitude towards customers influences your behaviour. You cannot always camouflage how you feel your attitude determines the level of job satisfaction your attitude affects everyone who comes in contact with you tone and body language reflect your attitude your attitude is not fixed. The attitude you choose to display is up to YOUSUMMARY: SUMMARY be positive take things professionally and not personally aim for customer satisfaction, not just service solve problems without blaming yourself or others remember attitudes are caught, not taughtand finally: and finally THINK OF HOW MANY LIVES YOU INTERACT WITH EACH DAY - PROFESSIONALLY AND PERSONALLY AND CONSIDER THIS: “there never was, there isn’t now, and there never will be again another person specifically powerful like me who could have influenced that life in that moment of time uniquely the way I could have…”Fermanagh TIC: Fermanagh TIC Telephone 028 66 323110 Email tic@fermanagh.gov.uk Website www.fermanagh.gov.uk Open Monday to Friday 9am- 5.30pm (To 7pm July and August) In Addition Saturdays 10am-6pm (mid March to Sept) Sunday 11am-5pm (Easter to Sept) Saturday & Sunday 10am to 2pm (October) Most Bank Holidays 10am - 5pm You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
DEALING WITH COMPLAINTS Marcell Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINTLite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 8983 Category: Entertainment License: All Rights Reserved Like it (18) Dislike it (0) Added: January 13, 2008 This Presentation is Public Favorites: 12 Presentation Description No description available. Comments Posting comment... By: mhrossi (4 month(s) ago) May I have permission to download this presentation. Saving..... Post Reply Close Saving..... Edit Comment Close By: regina_clever (7 month(s) ago) Very nice presentation , can you please send me the present or allow me to download , thanks Saving..... Post Reply Close Saving..... Edit Comment Close By: sisayb (8 month(s) ago) please share me tinsae.belay@gmail.com Saving..... Post Reply Close Saving..... Edit Comment Close By: egyman70 (12 month(s) ago) high potential presentation. well done Saving..... Post Reply Close Saving..... Edit Comment Close By: julihong (14 month(s) ago) May I have your permission to download this presentation please. Saving..... Post Reply Close Saving..... Edit Comment Close loading.... See all Premium member Presentation Transcript DEALING WITH COMPLAINTS : DEALING WITH COMPLAINTS PROJECTING THE RIGHT ATTITUDE!THE CUSTOMER IS NOT ALWAYS RIGHT BUT...: THE CUSTOMER IS NOT ALWAYS RIGHT BUT... the customer is always the customer and this means simply that solving the problem is often more important than who is right If you can solve their problem without blaming yourself or others, you will reduce stress, everyone will feel better and you will be on your way to CUSTOMER SATISFACTION TYPES OF DIFFICULT CUSTOMERS?: TYPES OF DIFFICULT CUSTOMERS? ANGRY NASTY DEMANDING CRITICAL NON-STOP TALKER ODDBALL INDECISIVE SARCASTIC INTOXICATED SHIFTY ARGUMENTATIVEWHY ARE THEY DIFFICULT?: WHY ARE THEY DIFFICULT? THEY ARE OFTEN EXPRESSING A NEED BUT ARE CHOOSING AN APPROPRIATE AND IMPOLITE WAY TO COMMUNICATE THIS NEED THEY ARE DIFFICULT FOR THEIR OWN REASONS - NOT BECAUSE OF YOUCOMMON REASONS FOR BEING DIFFICULT: COMMON REASONS FOR BEING DIFFICULT tired or frustrated confused or overwhelmed defending their ego unfamiliar with situation feel ignored under influence of drink or drugs don’t understand in bad mood in a hurry other reasons…..Most common complaints...: Most common complaints... Wrong information poor service accommodation unsatisfactory overcharged HOW DO I DEAL WITH THESE PEOPLE?: HOW DO I DEAL WITH THESE PEOPLE? “this job would be great if it weren’t for the difficult people”FREQUENT FRUSTRATIONS: FREQUENT FRUSTRATIONS Others blame you for problems over which you have not control people pressure you with last minute requests superiors don’t understand your job you don’t get the right info or materials needed to do job properly people change their mindsBELIEFS ARE OFTEN A BARRIER TO PROBLEM SOLVING: BELIEFS ARE OFTEN A BARRIER TO PROBLEM SOLVING !!SO HOW CAN I COPE WITH THESE DIFFICULT PEOPLE?: SO HOW CAN I COPE WITH THESE DIFFICULT PEOPLE? ?APPROACH THEM PROFESSIONALLY AND NOT PERSONALLY: APPROACH THEM PROFESSIONALLY AND NOT PERSONALLY TAKING THINGS PERSONALLY CAN HURT YOU AND OTHERS TAKING A SITUATION PROFESSIONALLY PAYS OFF FOR EVERYONEREMIND YOURSELF!: REMIND YOURSELF! This is my job and I’m going to do it professionally If it were not for these customers I would not have a job every time I solve a problem I will feel better reinforce this by saying… “I like the job, not because it’s easy, not because there are no difficult people, not because there are no frustrations but because people are part of any job and I can make things easier by taking things professionallyLISTEN FOR THE SIGNALS THAT YOU ARE TAKING THINGS PERSONALLY: LISTEN FOR THE SIGNALS THAT YOU ARE TAKING THINGS PERSONALLY !!WHAT ARE THE MOST COMMON COMPLAINTS?: WHAT ARE THE MOST COMMON COMPLAINTS? DO YOU KNOW HOW TO HANDLE THESE? WHAT WOULD YOU SAY? WHAT WOULD YOU DO?HANDLING COMPLAINTS: HANDLING COMPLAINTS TAKE ASIDE LISTEN REPEAT APOLOGISE ACKNOWLEDGE EXPLAIN ACTION THANK FOLLOW UP REMEMBER TO NOT TAKE IT PERSONALLY REMAIN CALM FOCUS ON PROBLEM AND NOT PERSON TURN UNHAPPY PERSON INTO HAPPY CUSTOMERCHECK YOU CUSTOMER SERVICE ATTITUDE: CHECK YOU CUSTOMER SERVICE ATTITUDE !!ATTITUDE IS THE KEY TO SUCCESS: ATTITUDE IS THE KEY TO SUCCESS ATTITUDE IS YOUR MENTAL POSITION ON FACTS - OR MORE SIMPLY, THE WAY YOU VIEW THINGSFIVE POINTS ABOUT ATTITUDE TO REMEMBER: FIVE POINTS ABOUT ATTITUDE TO REMEMBER your attitude towards customers influences your behaviour. You cannot always camouflage how you feel your attitude determines the level of job satisfaction your attitude affects everyone who comes in contact with you tone and body language reflect your attitude your attitude is not fixed. The attitude you choose to display is up to YOUSUMMARY: SUMMARY be positive take things professionally and not personally aim for customer satisfaction, not just service solve problems without blaming yourself or others remember attitudes are caught, not taughtand finally: and finally THINK OF HOW MANY LIVES YOU INTERACT WITH EACH DAY - PROFESSIONALLY AND PERSONALLY AND CONSIDER THIS: “there never was, there isn’t now, and there never will be again another person specifically powerful like me who could have influenced that life in that moment of time uniquely the way I could have…”Fermanagh TIC: Fermanagh TIC Telephone 028 66 323110 Email tic@fermanagh.gov.uk Website www.fermanagh.gov.uk Open Monday to Friday 9am- 5.30pm (To 7pm July and August) In Addition Saturdays 10am-6pm (mid March to Sept) Sunday 11am-5pm (Easter to Sept) Saturday & Sunday 10am to 2pm (October) Most Bank Holidays 10am - 5pm