Managing Customer Care

Things to remember when dealing with customer interactions successfully:

1)        Understand the Customers needs and wants.

These will differ depending on the scenario;

·        The Angry Customer

·        Customer with Unrealistic Demands

·        Confused Customer

·        Complaint About Service Quality

Later on in the course, we will do exercises to practise our skills at dealing with each scenario.

2)        Maintain a Positive Attitude

·        Stay Calm. Keep your emotions in check, even if the customer is upset. Take deep breaths and remain composed.

·        Empathy. Show understanding and concern for the customer’s issue and understand their journey.  You do not have to agree, but you can understand that they are upset and how they came to be so. Empathy helps in building a connection for moving forward and diffusing anger.

·        Patience. Be patient and give the customer time to express their concerns.  Use Active Listening to avoid interrupting.  Work to the customers timescale, as they may need time to process information or processes.

3)        Use Active Listening

·        Pay close attention to what the customer is saying. Avoid distractions and concentrate on their words to fully understand the deeper meaning of what is being said.

·        Show that you are genuinely listening by using non-verbal facial gestures and verbal cues like “I see” or “I understand,” and paraphrasing key points back to them.

·        Ask questions to ensure you fully understand the issue. Clarification shows you are engaged and helps in addressing the problem accurately.