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Handle Quiries

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7 views

Handle Quiries

Uploaded by

khiluag74
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 13

Unit of competency:

PROVIDING EFFECTIVE
COSTUMER SERVICES

HANDLE QUERIES PROMPTLY AND


CORRECT IN TIME WITH ENTERPRISE
PROCEDURE
Handing Irritated Guest
How to handle guest complaints is through
attentiveness. Such attentiveness requires the
attention, along with genuine sensitivity and
substantiation.

When a guest believes there is cause to lodge a


complaint, the expectation of an effect exists.

Almost all guest compliments are received by


the front desk staff.
Tips on How to Handle Angry Customers without
Losing Your Control
“Working in customer service can be easy and
rewarding when someone calls with a
compliment or simple problem to solve.
However, some customers make it tough to keep
your composure. When you are speaking with
rude or angry customers, it is a natural reaction
for you to want to get angry in return—but you
are at work and you cannot let that happen.”
1. Don’t Take It Personally
 Although angry customers take their
frustration out on you, they know that you
did not cause their problem. Allow them to
vent about their problem, but do not take
it personally. Listen to their story without
interrupting and then find a way to help.
2. Never Argue Back
 Itis natural for upset to express their anger,
but some can take things too far and your
reaction may be to defend yourself.
However, as a professional customer service
specialist, you should never argue back.
Maintain your integrity and be the better
person. If customers begin to abuse you
verbally, let them know that you understand
their frustration and that being rude will not
solve their problem. Let the customer know
that you are there to help, but you cannot
3. Kill Them with Kindness
 If she/he refuses to calm down, then kill
them with kindness. Be sincere,
respectful, and understanding. Show
sympathy for their situation and express
empathy for their frustration. By keeping
calm and controlling your own anger, you
may find that your customer will ease up a
little too. Try to make a joke to lighten
the mood or share a story to show that
you can relate.
4. Be Patient
 Each person and situation is different, so
be patient and understand that it may take
a little longer for some angry customers to
relax—and some may get angrier as the call
or live chat continues. Stay in control and
try to direct the conversation to a happy
resolution. Do not rush the phone call or
live chat, but keep in mind that you have
other customers to help.
5. Know How to Apologize
 When the time is right, apologize to your customer. I
know how difficult it is to be sincere when you are
trying not to lose your cool, but for the sake of calming
down your customer, try your hardest to give a genuine
apology. Depending on the customer’s complaint and
the direction of the conversation, there are a few
different ways you can apologize.

 “I’m sorry you are unhappy with your purchase. Let’s


work together to turn things around.”
 “I’m sorry you didn’t receive your purchase on time. Let
me find out what I can do to make it up to you.”
 “I’m sorry you are so frustrated. I understand where you
are coming from, and I will do my best to help you.”
6. Solve the Problem
 Once your angry customer has finally
exhausted his or herself, ask questions to
gather facts on the problem. Work with
your customer to find a resolution that
satisfies you both or else you will go right
back to where your conversation began.
However, keep in mind that you are running
a business and do not overcompensate for
the customer’s complaint. The solution
should be fair and justifiable for both
parties.
7. Relieve Your Stress
 Endthe phone call or live chat on a happy
note and find a way to relieve your stress.
Let your anger go away with your customer.
Whether you take a walk around the office,
drink a cup of coffee, eat a piece of candy,
or vent to a coworker, do not keep stress
cooped up inside you. If you do not relieve
your stress, you will be a ticking time bomb
waiting to lose your cool on the next angry
customer—or even worse, your boss.
Thank you

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