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Handling of Unreasonable Customer Behaviour Policy Original Prepared By:Approved: Motion #: RES2482023Date: Revision Prepared By:Approval Date: July 17, 2023Date:Approval Date:PURPOSE The Town of
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01
Stay calm and composed
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Listen to the customer and let them vent their frustrations
03
Empathize with the customer and acknowledge their feelings
04
Apologize for any inconvenience caused
05
Assess the situation and identify the main issue
06
Offer potential solutions or alternatives
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Provide clear and concise explanations
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Communicate assertively and assertively
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Seek assistance or involve a superior if necessary
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Follow up with the customer to ensure satisfaction

Who needs handling of unreasonable customer?

01
Any individual or organization dealing with customers
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Customer service representatives
03
Salespersons
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Business owners
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Retailers
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Restaurant staff
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Hotel staff
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Receptionists
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Call center agents
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Handling of unreasonable customer refers to the protocols and practices put in place by an organization to manage interactions with customers who exhibit unreasonable behavior, such as aggression, excessive demands, or abusive language.
Employees who have interacted with or observed unreasonable behavior from customers are typically required to file reports on handling of unreasonable customers.
To fill out the handling of unreasonable customer form, provide details such as the customer's behavior, the context of the incident, actions taken by staff, and any follow-up measures necessary.
The purpose is to document incidents of unreasonable customer behavior, ensure employee safety, enhance customer service strategies, and improve overall business practices.
Information that must be reported includes customer details, nature of the unreasonable behavior, date and time of the incident, and actions taken by staff.
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