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QX | Dealer Customer Service Program MODULE 2
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Special considerations
for incontinence customers
Incontinence is a delicate subject that requires your understanding and support. When working with customers
who have a special medical need, such as incontinence, it is important to recognize their feelings. The individual
may feel vulnerable and embarrassed, and their incontinence might be diffi cult to discuss. Similarly, if you are
speaking with a family member, that person might feel confused or frustrated with the situation. In either case,
put yourself in their shoes for just one moment. Think about how you would want to be helped if you or your
loved one was dealing with incontinence. By offering your support, incontinence customers will begin to trust you
and want to call you again when they have another question.
1. Customer service facts. Focus Plus Auditors Customer Service Monitoring website. Available at: http://www.focusplus.net.au/pages/
customer_service_facts.htm. Accessed August 17, 2011.
DidYouKnow?
Two-thirds of customers do not feel valued by those serving them.
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Learn to be a good listener
Because of differences in our backgrounds, attitudes and
experiences, we can sometimes misinterpret what people
really mean. This is why it is important to listen effectively.
One way to become a skillful listener is to repeat in your
own words what you heard the customer say, and then
ask the customer if you understood correctly.
For example, a customer might say, “My father is old,
and he can’t always make it to the toilet. He goes through
three or four pairs of trousers every day. We need help.”
A skillful customer service representative might respond
as follows: “So, it sounds like your father is having some
incontinence issues, and you are looking for products he
might be able to use so he does not have to change his
clothes so often. Is that correct?”