Final Project It 284 Handling Difficult Customers
Final Project IT 284 Handling Difficult Customers
Handling Difficult Customers
Vutha Dingman
Axia College of University of Phoenix
May 9, 2010
IT 284
Consumers are customers that are buyer’s influenced by their children, spouse, and other household members. Each consumer make decisions for certain products or the household may make the decisions together. Customer support really has to cater to wants and needs of the long time customers. Their loyalty can be forgiving if there is a mistake or they may be more likely to complain. Listed are some of the reasons why customers become difficult when communicating technical problems.
1. Wanting a live operator but ending up in an automated telephone loop.
2. Excessive waiting times to be connected to an operator.
3. Representatives rushing callers or even faking a disconnection.
4. Incompetent Representatives, incapable of processing requests effectively.
5. Representative not actively listening to the complaint.
6. Departments not communicating with one another.
7. Condescending Representative using technical jargon they don’t understand.
8. Representatives who sounds bored and disinterested.
I will address the complaints: 1) Wanting a live operator but ending up in an automated telephone loop, 2) Incompetent Representatives, incapable of processing requests. 3) Representative not actively listening to the complaint. The support specialist should follow the customer problem resolution and recovery procedures to address the significance of each of concept and overcome challenges that may arise during the resolution process.
Consumer emotions
The first thing that a customer hears is a message saying, “Your call is valuable to us. Please hold the line for the next available Representative.” Then….they wait, and wait and wait. Finally after what seems like hours to them, they are connected with you. They are already angry with their situation and are faulting
Handling Difficult Customers
Vutha Dingman
Axia College of University of Phoenix
May 9, 2010
IT 284
Consumers are customers that are buyer’s influenced by their children, spouse, and other household members. Each consumer make decisions for certain products or the household may make the decisions together. Customer support really has to cater to wants and needs of the long time customers. Their loyalty can be forgiving if there is a mistake or they may be more likely to complain. Listed are some of the reasons why customers become difficult when communicating technical problems.
1. Wanting a live operator but ending up in an automated telephone loop.
2. Excessive waiting times to be connected to an operator.
3. Representatives rushing callers or even faking a disconnection.
4. Incompetent Representatives, incapable of processing requests effectively.
5. Representative not actively listening to the complaint.
6. Departments not communicating with one another.
7. Condescending Representative using technical jargon they don’t understand.
8. Representatives who sounds bored and disinterested.
I will address the complaints: 1) Wanting a live operator but ending up in an automated telephone loop, 2) Incompetent Representatives, incapable of processing requests. 3) Representative not actively listening to the complaint. The support specialist should follow the customer problem resolution and recovery procedures to address the significance of each of concept and overcome challenges that may arise during the resolution process.
Consumer emotions
The first thing that a customer hears is a message saying, “Your call is valuable to us. Please hold the line for the next available Representative.” Then….they wait, and wait and wait. Finally after what seems like hours to them, they are connected with you. They are already angry with their situation and are faulting