Lesson 5

• CUSTOMER INTERACTION

  ·      Defined as addressing the demands of your customers & ensuring it through the supply of your product/service
• CUSTOMER INTERACTION SOFTWARE

  ·      Makes use of customer support AGENTS that are available to chat with your customers at all times.
• 4 P's of Successful Business:

  • Product
  • Price
  • Placement
  • Promotion
• (4) Importance of Customer Interaction: (REAR)

  • Reliability
  • Assurance
  • Empathy
  • Responsiveness
• Importance of Customer Interaction: Reliability

  ·      Customers want to know that the business is dependable
• Importance of Customer Interaction: Assurance

  ·      They want t affirm that they made the right choice to do business with the company
• Importance Customer Interaction: Empathy

  ·      Customers want to feel like the company representatives can see from their point of view
• Importance of Customer Interaction: Responsiveness

  · Availability & speed
• Customer Interaction Cycle:

  1. Greeting
  2. Understanding
  3. Agreeing
  4. Delivering
  5. Closing
• CUSTOMER INTERACTION CYCLE

  ·      Is how a business can engage with customers during an interaction
• CIC STEP 1: Greeting

  ·      Set the tone for the rest of the interactions. Helps customers form first impressions on the service
• CIC STEP 2: Understanding

  ·      Focusing on the needs of the customer & working to understand them. Collecting facts.
• CIC STEP 3: Agreeing

  ·      Helping a customer requires mutual agreement on the interaction’s desired outcome. Be solution-focused in this stage. Set limitations, focus on what can be done.
• CIC STEP 4: Delivering

  ·      Communicate what will happen and when.
• CIC STEP 5: Closing

  ·      Interaction should be concluded with closing that encourages the customer to get in touch again in the future.
• Difficult Customer Scenarios:

  • Impatient Customer
  • Vague Customer
  • Indecisive Customer
  • Very Angry Customer
  • You Made a Mistake
• Difficult Customer Scenario: Vague Customer


  Knows what they want, but can’t express it

  ·      Ask questions to know more
• Difficult Customer Scenario: Indecisive Customer

  Unsure about which option to choose

  ·      Try to get them to verbalize their concerns
• Difficult Customer Scenario: Impatient Customer

  
  

  They have been waiting for too long·     

  Apologize first, explain why they waited, inform them that the issue is being resolved
• Difficult Customer Scenario: You Made a Mistake

  You just made a mistake

  ·      Apologize and acknowledge your error. Let them know you’re working on a fix & how long it might take.
• Difficult Customer Scenario: Very Angry Customer

  ·      Listen to them. Give them a chance to vent, don't take it personally. Apologize and work immediately for a solution to make them feel prioritized.