Resolving Customer Disputes
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This document provides training on customer service best practices for resolving customer disputes. It discusses 7 common myths about customer service, then presents the 7 secret steps to resolve customer disputes: 1) adjust your mindset, 2) listen actively, 3) repeat their concerns, 4) display empathy, 5) offer a solution, 6) take action and follow up, and 7) reach new goals. The document emphasizes focusing on customer retention, referrals, and feedback rather than just problem-solving to improve the business bottom line.
Resolving Customer Disputes
- 1. Welcome to US REVI RENTALS A Passion for People & 7 Secret Steps to Resolve Customer Disputes Customer Service
- 2. Learning Objectives ● Bust-up the big 7 customer service myths ● Define customer service and what it means to the company ● Improve your understanding of responsibility and authority ● & Provide The 7 Secret Steps to Resolve Customer Disputes
- 3. 4 Departments in any organization Sales & Marketing ProductionAdministration Accounting Where is Customer Service
- 4. The ONLY Reason Business Exists To make a profit by gaining customers and keeping them!
- 5. Dominate Your Space ● You are either winning in business or you're not! ● The customer service representative is the answer to a high paying career ● In customer service you develop niche management skills ● The more people you manage the more money you make ● You have to control your relationships by controlling yourself ● Customer service is a system within any organization that should increase the revenue and decrease expenses. ● There is no such thing as customer service, this is a title that people confuse with the responsibility or getting and keeping customers
- 6. Seven Customer Service Myths MYTH # 1: The customer is always right MYTH # 2: Most customers complain when they have a problem MYTH # 3: Less complaints means we are providing better service MYTH # 4: You have to solve the customers problem MYTH # 5: You have no authority to make a decision MYTH # 6: Sales, marketing, and accounting earn more MYTH # 7: Customer service is DEALing with problems
- 7. Two Buckets
- 8. Taking it to the Next Level 660 1320
- 9. Mission Focused Position Customer service is NOT assisting the customer with their problems. When you focus on the problems you attract more problems. Customer service is a system that gives a corporation competitive advantages, benefits, and opportunities to retain customers, increase referrals, and gain critical feedback to improve the business’s bottom line. YOU ARE NOT DEALING WITH PROBLEMS, YOU ARE TAKING THE OPPORTUNITY TO IMPROVE THE COMPANY WITH EACH CUSTOMER INTERACTION. ORGANIZATIONS THAT CRUSH IT HAVE THE BEST CUSTOMER SERVICE SYSTEMS IN PLACE.
- 10. What is a Leadership Attitude Attitude #1: I Got This Attitude #2: I Deliver Top Results Attitude #3: It’s Not Their Fault, It’s Mine Attitude #4: I Need More Business Swagger Attitude #5: I Have to Be Great! Attitude #6: I’ll Take My Victories Attitude #7: I Must Evolve
- 11. What Does Great Service Look Like?
- 12. How do you view this scenario
- 13. This is how I see it 1. RETENTION 2. REFERRALS 3. RENTS 4. REDUCED CALLS 5. RAISES
- 14. Areas of Responsibility Take a service request Book a calendar Take a payment LEASINGMaintenance Collections
- 15. Order of Conversation 1. Collections 2. Renewal 3. Maintenance 4. Referrals 5. Review 6. Stickers
- 17. Step 1 Adjust Your Mindset Who is upset? How do you feel? What When Where Why Emotional Transference Battle Emotional Transference Battle
- 18. Step 2 Listen Actively Take Good Notes
- 19. Step 3 Repeat Their Concerns
- 20. Step 4 Display Empathy (Not Sympathy)
- 21. Step 5 Offer a Solution Investigate
- 22. Step 6 Take Action and Follow Up, Follow Through, and Finish The Task
- 23. Step 7 Reaching New Goals What does success look like? 1. Continuing business (Renewals) 2. Few complaints (Less calls) 3. Referrals (Higher occupancy) 4. Questions 5. Feeling of importance 6. Willingness to provide feedback (Surveys) 7. Trust in your input 8. Trust in your follow-up 9. Trust that their needs will be met 10. Increases your bottom line
- 24. Presenting Solutions to Managers Permission to do …… (Whats your solution?) Possible outcomes…. (Am I Safe ?) Passionate about…. (What’s your intentions?)