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It/284 Handling Difficult Customers

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Handling Difficult Customers Tony W. Morgan IT/284 January 22, 2012 Colleen Cummons

Handling Difficult Customers To begin with, it helps when the technician understands what can cause the customer to become aggravated when calling customer support to express a technical problem. The following is a checklist of possible motives that could provoke a customer toward becoming hostile when dealing with a technical problem. * The customer thinks the support representative is not actively listening. * The support representative is not sufficiently trained on the method used to transfer calls to the proper department and accidently disconnects the customer. * The customer is kept on hold waiting for an overly long length of time without speaking to a technical representative. * The technical representative appears to exhibit a lack of concern as if they do not care about assisting the customer. * The customer may sense that because the representative is not attentive, he or she is forced to repeat the symptoms. * The customer may think prices the customer support company charges are too high. * The technical representative cannot help solve all of the customers’ problems. The three issues chosen to display how the customer could become upset, what a company can do to ease the customers’ frustrations, and the method used to reach an agreed upon resolution of the problem are listed below. I. The customer thinks the support representative is not actively listening The customer has a problem with a

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