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[LeadersWorkshop] Article:Customer Handling!!

 

Customer Handling!!
 

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-zahabi

mombasa{kenya}

 

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visit us at www.shabbarsuterwala.com
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