Occasionally you'll encounter customers who, no matter how much you do for
them always want more. Some bark orders to you like you're their personal
servant. Some ask very sweetly. Regardless of how nice they are though,
they're still way out of line in their expectations of you and your company.
One Hints from Hell subscriber who works in a retail clothing store recently
wrote in with a great example of this. Her story was about a customer who
casually asked her to change her child's diaper while she tried on some
clothes.
What do you do? Are there some customers out there who are just not worth
having? Where is the line between providing world-class customer service
and allowing customers to take advantage of us?
As to the first question, the answer is yes, there are some customers who
you might just be better off without. But before you make that decision,
it's important that you first try to manage your customers' expectations.
It is, after all, possible to say no to someone without being nasty about
it. As the old saw goes: It's not what you say, but how you say it.
In the case of the diaper-changing, for example, the salesperson could just
smile, and say pleasantly, "No - diapers aren't something I do, but I can
watch him while you try the clothes on." In taking this approach, she takes
a firm stand on her customer's request, while at the same time communicating
her willingness to help out.
Good Luck!
"The customer isn't always right; but the customer is still always the customer.
Prepared by:
mulla ibrahim shakir,Bpharm
shababul-eidiz-
mombasa{kenya}
visit us at www.shabbarsuterwala.com
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