OUTCOME FOUR: HOW TO EFFECTIVELY DEAL WITH CUSTOMER QUERIES, PROBLEMS AND COMPLAINTS Flashcards
How to deal with customer queries In order to deal effectively with customer queries you must embrace four important skills, these skills are:
a proper attitude; people skills, product knowledge and selling skills.
A service provider dealing with customer queries over the phone would provide the customer with positive experiences if he/she,
- ensures that all the tools to do the job are available (pens, notepads, etc.);
- smiles before picking up the phone;
- answers by the third ring;
- answers as per the company’s standard (identify company, greet caller and give name, offer assistance);
- builds rapport with the customer;
- uses positive voice tone;
A service provider dealing with customer queries face-to-face would provide the customer with positive experiences if he/she:
- ensures that all the tools to do the job are available at his/her finger tips;
- smiles and maintains eye contact as the customer walks towards the reception;
- greets and welcomes the customer as he/she comes closer to the reception desk;
- calls the customer by name once known;
- introduces him/herself to customer;
- offers the customer assistance;
- respects the customer’s personal space;
A prospective business customer of the hotel where you work has approached you for advice on staying in one of the hotel’s suites before he decides to check in. List six questions to ask in order to help him decide whether to book a suite.
How much space do you need?
Do you need a large desk with reading lights?
Do you need a telephone with quick dial buttons?
- Do you need a voicemail that you can access from the telephone without going through the operator?
- Do you need a telephone jack for an Internet connection?
Do you need a fridge a microwa‘e, a kettle?
Do you need a super comfortable bed after a hectic day?
state four examples of customer complaints
poor service, substandard product or service, faulty goods, and difference in price.
Name some reasons why a customer gets upset
- Passing the buck
- Apathy
- Rudeness
- Being talked down to (
- Unresponsiveness
- Wrong information
- No one listened
identify occassions when a supervisor may need to be called
- when the customer is asking for his/her money back and you don’t have authority to give money back.
- when the customer is creating mayhem at the front desk
- when a service provider is overwhelmed with customers and need assistance to cope
- when an irate customer demands to see the manager and refuses to talk to anybody but the manager.
What are open minded questions?
open minded questions are questions that cannot be answered by a yes or no and serve to open up communication.
these questions begin with the words: tell me about, describe, explain, who, what, where, when, why and how
What are some examples of open minded questions?
- Tell me about the approach that you wish to take
- Explain what you have done previously
- Describe the critical steps in the process
- what is your idea?
- Why do you want to tackle the issue this way?
- who else could we involve
what are closed questions?
closed questions are questions that can be answered by a yes or no and serve to gather specific data. they begin with auxiliary verbs e.g. can,will, have and did. they are used closed down a part of the conversation to verify actual infromation.
what are examples of closed questions?
- Do you have any questions?
- Have you checked the hardware in the system?
- is that all?
- Have you any other needs?
- So you want three or four?
What is the importance of providing products and services which are “fit for purpose”
Customers expect the product or service they buy from an organization will produce the benefits promised.
Futhermore, customers expect that if expectations are not met, the organization ( the seller of the product or service) will make good on the promise.
It is the customer’s perception of the quality of a customer’s product or service that determines how successful the business will be.
what can service providers do to make the customer feel satisfied?
They want you to treat them with dignity and respect;they want you want you to offer them options
When a customer goes to a supermarket, identify two needs that he or she has.
- The need to feel welcome and therefore expects a warm, friendly smile from the service provider 2. The need to understand and therefore expects to be listened to by the service provider
what is the meaning of customer satisfaction?
Customer satisfaction occurs when the product or service
