difficult customers... and situations. learning objectives identify methods for diffusing customer...

Difficult Customers . . .

and Situations

Learning Objectives

• Identify methods for diffusing customer anger or hostility

• Develop strategies for handling difficult customers

• Identify situations that tend to be difficult and develop strategies to diffuse them.

Universal Protection Service Certified Security Professionals

Why Bother?

• Because they are the Customer! It’s our job

• To help minimize stress levels

• Irate customers will tell others

• Never sure who the customer is / where their influence lies

• Personally satisfying to be successful

• Challenge to understand human nature

Certified Security Professionals

Universal Protection Service

UnderstandingWhy do customers become

• Upset• Dissatisfied• Hostile • Frustrated• Angry?

Certified Security Professionals

Universal Protection Service

Verbal Clues

How do you know someone may be • angry• dissatisfied• upset?

Brainstorm

Certified Security Professionals

Universal Protection Service

Brainstorming Results

Yelling Threats Expletives “I don’t understand….” “I don’t have time!” Sighing “You …” Name calling “They didn’t ask me to do that the last time.”

“You said …” (Trust broken)

Verbal Clues

Certified Security Professionals

Universal Protection Service

Non-Verbal Clues

How do you know someone may be • angry• dissatisfied• upset?

Brainstorm

Certified Security Professionals

Universal Protection Service

Brainstorming Results

Non-Verbal Cues

Staring Folded arms Quick movements Can’t wait Persistence Check watch Ignore you Throw things Raised voice

Certified Security Professionals

Universal Protection Service

Deal with the Emotions

Deal with the feeling first . . .

Then deal with the customer’s problem!

Certified Security Professionals

Universal Protection Service

Empathy

“the capacity for participation in another’s feelings or idea.”

-- Webster’s New Collegiate Dictionary

Certified Security Professionals

Universal Protection Service

Dealing with Emotions

Individually complete the exercise form

Exercise

Certified Security Professionals

Universal Protection Service

“That’s too bad, but it still happens a lot to the employees who work in this building.” - Not Empathetic

“I get the feeling you’re very unhappy about what happened.” - Empathetic

“I think you have a problem here.” - Not Empathetic

“Well, that’s what you think happened.” - Not Empathetic

“I’m so sorry that happened to you.” - Empathetic

Empathetic or Non-Empathetic

Certified Security Professionals

Universal Protection Service

“What are you so angry about? It happens all the time.”

- Not Empathetic

“I can tell you are really upset, I am so sorry.” - Empathetic

“I think you had better calm down.” - Not Empathetic

“I don’t think we can do anything about it.” Sorry about that.

- Not Empathetic

“I think we have a problem here. – Empathetic

Empathetic or Non-Empathetic

Certified Security Professionals

Universal Protection Service

Who’s in charge?

Certified Security Professionals

Universal Protection Service

Handling Difficult People / Situations

Universal Protection Service

Deal with Emotions: SOFTEN

S = Smile

O = Open Posture

F = Forward

T = Territory

E = Eye Contact

N = Nod AttentivelyDeveloped by Randy Bauer, President

Leadership Training Association

Universal Protection Service

Implement these Principles

Be aware of verbal and non-verbal signs of anger

Deal with emotions first, then the problem

Empathized by asking open questions, give feedback and summarize the issue.

Use SOFTEN communication skills for interactive listening.

Certified Security Professionals

Universal Protection Service

Other Difficult Situations Limited English Speaking Long winded talker Argumentative Verbally Abusive Threatening Hostile Understanding Type A / B Personalities

s

Limited English SpeakingBe Patient and concentrate

Speak slowly and distinctly

Be extra courteous

Avoid using slang or industry jargon

Speak in a normal tone of voice

Reiterate what has been said

Certified Security Professionals

Universal Protection Service

Long-Winded Talker• Ask closed questions• Limit the time for them to interrupt• Set a boundary - • Provide a minimal response• Smile and be pleasant, but do not encourage• Wind up – thank them for . . .• Do not be rude

Certified Security Professionals

Universal Protection Service

Argumentative Customers

• Speak Softly

• Ask for their opinion

• Don’t get drawn into an argument

Certified Security Professionals

Universal Protection Service

Verbally Abusive CustomerRemain Calm

Let the customer know the consequences, calmly and objectively

Certified Security Professionals

Universal Protection Service

Threatening Customers

• Threats can be an attempt to intimidate you.

• Keep calm and keep your responses focused on the issue at hand.

Certified Security Professionals

Hostile / Angry Customer

• An angry customer is most likely not angry with you.

Certified Security Professionals

Universal Protection Service

Hostile/Angry Customers

Wait until their hostility peaks and then begins to cool.

Certified Security Professionals

Universal Protection Service

Hostile/Angry Customer Strategy

• Remain calm

• Let them vent

• Show empathy

• Restate the problem

• Find agreement with the customer

Universal Protection Service

Hostile/Angry Customer Strategy

• Slow things down

• Get on with the solution

• Words to avoid

•Can’t

•Won’t

•But

•Policy

Control versus Non-Control

Certified Security Professionals

Universal Protection Service

Type A Personality• Must finish everything once started• Very competitive.• Always in a hurry. Moves and talks fast (eating, walking,,,)• Can’t concentrate on doing one thing at a time. Always thinking

what to do next.• Always wants to be noticed or admired when doing something

good.• Not easy-going• Not concerned about the things outside of work.• Always has a time limit.

Certified Security Professionals

Universal Protection Service

Summary

Universal Protection Service Certified Security Professionals