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The seven steps ro consumer satisfaction

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The seven steps ro consumer satisfaction

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About this activity

Read the article and complete the information about how to deal with customers on the phone. Use the words in the box to help you.

Created by

Sovetova Gulmira
Sovetova Gulmira
Kazakhstan

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The seven steps ro consumer satisfaction
 

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The seven steps ro consumer satisfactionOnline version

Read the article and complete the information about how to deal with customers on the phone. Use the words in the box to help you.

by Sovetova Gulmira
1

1 . Great the customer . When you a call from a dissatisfied customer you need to greet them in a warm manner . Thank the customer for calling . Remember that when a customer calls to tell that something is wrong it is your opportunity to put it right .

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2 . Ask what the problem is . You need to find out why they are calling . Simply ask what the problem is and let them explain . You may not be able to the problem . Don ? t say ? I ? m sorry , I can ? t help , ? instead explain to the customer that you cannot help them and ask for their telephone number so that somebody can them . Sometimes the customer may want to wait while you them .

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3 . Listen carefully . Remember the customer may say a lot . You need to listen and try not to . An angry customer may take a long time to explain what the problem is and so it is very important that you stay calm and that you don ? t . It is a good idea to take notes so that you are 100% clear about all of the details . Ask questions if they are not telling you the information you need to know .

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4 . Define the problem . Once the customer has finished explaining the problem , use your notes to check you have understood the problem correctly .

5 . Suggest a solution . Now that you know all of the details of the problem you can suggest solution . Don ? t blame another department . Make an apology and suggest a solution . The customer may ask you to refund their money , they may ask for a on their next order or they might ask to the goods that they bought for other items . You also must be realistic . Don ? t promise to deliver 10000 new parts for next week if it cannot be done . The customer will be even angrier next week the parts don ? t arrive .

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6 . Confirm the solution . Once you and the customer , confirm it so that you both understand what has been decided . Make sure that the customer knows exactly what you are going to do and when you are going to do it .

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7 . End the conversation . Now that the customer is happy you can end the conversation . Thank the customer again for calling . It is a good idea to let the customer first , as this gives them a final chance to add anything .

 
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