Healthcare Customer Service- Chapter 7 Review Questions

Topics: Customer, Customer service, Need Pages: 1 (555 words) Published: October 28, 2014

Service breakdown is the term for situations when customers have expectations of a certain type or level of product or service that are not met by a service provider. What causes customers to become dissatisfied when a product or service fails to meet what the customer wants or needs or does not live up to advertised promises or standards. The tactics you can use to deal with angry customers are be positive, acknowledge the customer’s feelings or anger, reassure, remain objective, listen actively; determine the cause, reduce frustrations, negotiate a solution, and conduct a follow-up. To assist indecisive people in coming to a decision, you can be patient, ask open-end questions, listen actively, suggest other options, and guide decision making. Some customers might feel they have to demand things from others because it’s part of their personality style, behavior that they have learned, a reaction to past customer service encounters, or a reaction to an expectation that the customer now has about what should or should not occur. They may feel a need to be or stay in control, especially if he or she has felt out of control in the past. Often, such people are insecure or have a behavioral style that lends itself to wanting to be in control or to “win.” You can effectively deal with rude or inconsiderate customers by remaining professional and not resorting to retaliation. Some strategies for refocusing a talkative customers are remaining warm and cordial, but focused; asking specific open-end questions; using closed-end questions to control; and managing the conversation. Some strategies for preventing customer dissatisfaction are think like the customer, pamper the customer, respect the customer, and exceed expectations. The emotion-reducing model works by the employee greeting the customer with a customer-focused message. Then, the customer will state their emotional issue. The employee should then respond to the emotional issue with a customer focused...
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