1. List 3 characteristics of challenging customers. Next, explain how you would deal with each of the 3 by using ways to cope with challenging customers.
Characteristics of challenging customers are:
A-Language and cultural barriers:
In this era any society contains many races and culture as well as tourists who come from all over the word. Thus, we have to deal every day with people who speak English as a second language or not speaking English at all. For me to deal with this challenging I think when it come to communication I must listen to my customer then I have to speak clearly with understanding language avoid using slang, I will try to speak clearly repeat or ask question if it need. Of course, I will try to end on a positive note and try to show my empathy and understand their situation and suggest idea to resolve the problem.
B-Older customers:
As is known, the elderly people are a large proportion of American society. Dealing with older customer should be with high level of respect, appreciation, and attention. As we know they may face difficulty in reading small lines, in this case I can suggest that moving to place with better light or even ask them to read the line for them. Another aspect is, that they may have hard hearing so we have to look to their eyes while we are talking with them. In fact, the most important thing when talking to older customer is to choose the write words or watch your language with them. Moreover, I definitely help them with the new technology if they experience difficulty with. Of course I have to ask them question frequently listen to them, show them my empathy, and try to end on a positive note.
C-Tocative customers:
Being around talkative person is enjoyable thing to do listen to their story is something nice but when it come to customer service I must end the conversation with respect. In order to keep professional try to focus on the subject, showing impressivefor their knowledge. In fact I think using humor to change or end the subject is the best way. However, we must listen; solve their problem follow up with them to end with positive note.
2) List 3 qualities of a good leader and explain how those strengths can be beneficial in customer service.
Key qualities of a good leader is:
1-show care and respect
2-behave professionally.
3-give support.
These qualities are important in concern to the integration of subordinates to perform with increased commitment and productivity. The identified qualities of a good leader can be beneficial in delivering better customer service. It is due to reason that professional behavior of a leader stimulates positive approach among the subordinates to integrate the work practices.
Furthermore, supportive approach of leader is helpful in aligning the sales force to deliver customized service to the potential customers. Strong cares and respect for others signifies the approach of leaders in establishing valuable relationship with customers that emphasizes on trust and mutual respect towards changes in consumer requirements. These qualities play an important role in retaining loyal customers on the basis of fulfillment of their expectations through customized services. Better experience and sustained relationship with the customers are transformed by leaders into future growth opportunities for business due to positive word of mouth shared by satisfied customers with others.
3. What does leadership without position mean? Do you think this situation occurs frequently in customer service?
Leadership without position means that the individual has leadership qualities to influence others, but he/she does not hold a formal position. Lack of position tends the leader not to take formal decisions for intending others to follow him/her. In addition to this, the leader is not at all responsible and accountable for the actions of others in case of absence of position
In my point of view, this situation does not occur frequently in customer service. It is due to reason that the overall process of delivery of customer service is managed under well-established organizational structure. In order to properly manage customer service, specific teams are allocated within organizations, which are guided by managers holding formal position that is helpful in the implementation of responsible and accountable practices to satisfy customers and resolve their queries effectively.
4. Why is a maintaining customer relationship so important for an organization?
A long term customer relationship is highly important for each and every business organization because customer relationship is the key element of business survival. Strong ties with customers lead in building positive mouth of word and sustaining competitive position. In addition to this, customer relationship is important from the point of market competition because a good relationship with current customer not only helps in sustaining existing market share, but also leads in increasing market share.
However, This shows that customer relationship is important to sustain and increase market share. In addition to this, organizations need to keep and maintain customer relationship for increasing net revenues and profitability. As such, improved customer relationship makes them loyal and retained for longer period of time. This would be resulted into repeat purchases, which add sales increment, revenues and profitability. All in all, maintaining customer relationship is important for having competitive advantage and sound financial position
5. How is technology involved in building customer loyalty? Give 3 specific examples.
Technology plays a very crucial role in building customer loyalty, as with the use of technology, organizations can frequently post about product information and forward information about new launching products and services. For example: Email facilities are being used for having customer feedback and helping routine customer service. It could be easy to access customer demands, and serve needs accordingly with the use of technology.
With the use of advance technology, the company can allow its customers to have easy access to its website for online shopping purpose. For example: Amazon gives their customer online shopping services that are based on active response to the queries of customers. In addition to this, the companies can also deliver their orders without any delay.
With the usage of internet technologies, companies send direct mails to their customers on specific occasions to wish them and acknowledging them with new offering to maintain good customer relationship in long term. For example: most of the US based companies use internet for handling market segmentation and customer classification by which they can meet current customer demands.