Problem and Solving Resolution

what is empowerment

• the process of encouraging and authorizing customer service representation to make decision that can benefit customer and the company

• possession of control, authority, or influence over others

• the capacity or ability to direct or influence the behavior of others or the course of events.

How to deal with whining customers

• Listen carefully

• Apologize and then explore the situation.

• tell them you are unable to assist them at the moment

who is a suspicious customer

• He believes firmly that the salesman is trying trap him and he tries his best to come out of such a catch.

• cannot make a decision

Some Problem Solving Process In The Workplace

• Identify the issues

• List the possible solutions

• Document the agreement

• all of the above

Examples of Diagramming

• Pro/Con Sheets

• Organizational Charts

• Flowcharts

• none of the above

Reasons for Complaints

• No one listened

• Poor customer service

• No one listened

How to deal with a distracted customer

• Respond with empathy while listening carefully

• Apologize to the customer while showing understanding

• Do not take no for answer

types of Approaches to Negotiation

•  distributive bargaining and  integrative bargaining. 

• empowerment

• disappointment customer

• know it all customers

what is Problem solving

• the process of finding solution to difficult situation

• a matter or situation regarded as unwelcome or harmful and needing to be dealt with and overcome

Poor customer service can lead to

• loss of current customer

• loss of future customer

• loss of reputation

• all of the above