BUISENESS MANAGEMENT
CUSTOMER SERVICE
|
Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
|
|
|
It will generate repeat business.
|
|
|
The difficult customers won’t bother you again.
|
|
|
You will get a promotion.
|
|
|
All the employees will get promotions.
|
Detailed explanation-1: -Solving difficult-customer situations benefits your company because it generates repeat business. When customers are happy and satisfied with the service you provide, they will patronize your business over and over again. It doesn’t mean that you will never encounter difficult customers again.
Detailed explanation-2: -Always stay calm and never insult them. Keep in mind that their anger is not personal. Listening to your customers actively, and apologize if it’s appropriate. In case nothing else helps and customers don’t want to cooperate, put them on hold or tell them that you’ll get back to them once they’re calm.
Detailed explanation-3: -To show the customer you’re actively listening, paraphrase their complaint, ask clarifying questions, and don’t interrupt them. This is often the most effective way to handle angry customers at the outset of the situation.
Detailed explanation-4: -Which of the following questions is related to the value proposition in a business model canvas? How much is our good or product worth in the market? How much is a customer willing to pay for the service or product we offer?