Strategies for Handling Difficult Customers & Situations

LEARNING OBJECTIVES The learning objectives for this module are: Given a participative lecture, participants will identify
methods for diffusing customer anger or hostility. Given a participative lecture and small group activity, participants will develop strategies for handling difficult customers.

LEARNING OBJECTIVES The learning objectives for this module are: Given a participative lecture, participants will identify which verbal and nonverbal messages exacerbate a difficult situation and which diffuse a difficult situation.

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Listen

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Empathize

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RESPOND PROFESSIONALY

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Respond Professionally
Dont take the anger personally. As a professional, recognize that customers may have legitimate concerns buried somewhere in their anger and venting. They may be overreacting, but you need to remain objective, assess the problem, and focus on solutions.

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Recognize Underlying Factors

ASK QUESTIONS

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GIVE FEEDBACK

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SUMMARIZE

DIFFICULT CUSTOMER & SITUATIONS LIMITED-ENGLISH SPEAKERS/ PEOPLE WITH HEAVY ACCENTS

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Speak slowly and distinctly.

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Avoid using slang or industry jargon.

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Speak in a normal tone of voice

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Dont try to listen to every word

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Reiterate what has been said Dont ask, Do you understand? Avoid humor Write it down

 If you speak another dialect, try using it. Develop a list of employees who speak other dialects. Listen to other dialect tapes.

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People will monopolize anothers time on the telephone.

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Everyone loves an audience, and, because its rare to find someone who will listen, some people will monopolize anothers time on the telephone as a break from their hectic day or just to combat loneliness.

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Most of these people dont realize how they inconvenience others. You need strategies to deal effectively with the rambling caller.

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RAMBLING OR LONG-WINDED CALLERS

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Dont think silence or giving short answers will work

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DO ASK QUESTIONS

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Set the course of the conversation, using statements such as:
Mr. Smith, I need to ask you three questions concerning. I understand you are having trouble understanding your loan statement. Let me take a few minutes to explain it.

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Refocus the attention by stating a relevant point

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Budget time to listen.

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Use the PRC technique: Paraphrase, Reflect, Close

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Establish mutual time limits. Patience: Give the extra minute or two.

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Argumentative Customers Speak softly. Ask for their opinions. Take a break. Concentrate on the points of the argument

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Verbally Abusive Customer
Abuse may be an attempt to intimidate you. Your most powerful position is to stick to the fundamental issues. Remain calm.

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Verbally Abusive Customer Remember, the customer isnt angry at you. Talk quietly. Talk at a normal pace.

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Verbally Abusive Customer
Be direct. Let the customer know the consequences, calmly and objectively.

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Threatening Customers
Threats are an attempt to intimidate you. Your most powerful position is to stick to the fundamental issues. Keep calm and keep your responses focused on the issues.

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Verbally Abusive Customer
Try to avoid getting into a discussion of the threat. Evaluate the customers ability to make good on the threat and decide what to do from there.

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Verbally Abusive Customer
Advise the customer of the repercussions. Terminate the interview.

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Hostile/Angry Customers
Remember: An angry customer is most likely not angry with you. He or she may be angry at the situation, your agency, or something completely out of your control. Because angry customers often have misdirected aggression, you need methods that effectively diffuse their anger. Do not:

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Hostile Curve
Let the customer vent. The fastest way to diffuse a customers anger is to let him or her blow off steam. Dont interrupt.

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Hostile/Angry Customers
SERVICE
S E R V I C E = = = = = = = Say youre sorry. Expedite solutions. Respond to the customer. Victory to the customer. Implement improvements. Communicate results. Extend the outcome.

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Hostile/Angry Customers
SERVICE Summarize. Close positively. Dont let the angry customer ruin the rest of your day.

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Group Activity
Role-playing can be a valuable training and learning experience. It helps you to: See that what you have learned does not exist in a vacuum. Build skills in a "safe" environment.

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Group Activity
Role-playing can be a valuable training and learning experience. It helps you to: Do something out of your comfort zone and experiment in a place where you can make mistakes without repercussions.

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Group Activity
Role-playing can be a valuable training and learning experience. It helps you to: Get immediate feedback on your behavior and whether or not it
helped communication. Integrate what you learn in training into situations you may encounter on the job.

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SAYING NO

Work for a thank you. Sometimes oftenyou have to say no, but if you do it right, you can still get a thank you for your service.

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SAYING NO

Explain why it cant be done. Dont quote policy.

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SAYING NO

Offer alternatives when you can.

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SAYING NO

Avoid Making excuses.

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SAYING NO

Eliminate negative phrases such as You

have to.

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SAYING NO

Dont mention other/similar complaints.

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SAFETY & SECURITY
Our offices can be targets for theft, unauthorized entry and access, threats, and physical abuse and harm. Effective barriers, both physical and psychological, can reduce the likelihood of these threats.

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SAFETY & SECURITY

What Can Be Done To Protect Your Environment

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SAFETY & SECURITY

Use of Door Codes Physical arrangement of furniture in interview rooms and offices Always leaving yourself an escape route

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Constructing natural barriers to separate
employees from customers and visitors (e.g., desks, countertops, partitions) ID Badges Assigning temporary badges to visitors

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SAFETY & SECURITY

SOS buttons in the interview rooms Bullet-proof glass Parking lot lights/security Metal detectors

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SAFETY & SECURITY

Closed-circuit television cameras Single public entrance to the customer service area.

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SAFETY & SECURITY
Window in the supervisors office from which the supervisor can view customer service area Security guards