difficult customers... and situations. learning objectives identify methods for diffusing customer...
DESCRIPTION
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 ServiceTRANSCRIPT
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.
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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
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UnderstandingWhy do customers become
• Upset• Dissatisfied• Hostile • Frustrated• Angry?
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Verbal Clues
How do you know someone may be • angry• dissatisfied• upset?
Brainstorm
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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
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Non-Verbal Clues
How do you know someone may be • angry• dissatisfied• upset?
Brainstorm
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Brainstorming Results
Non-Verbal Cues
Staring Folded arms Quick movements Can’t wait Persistence Check watch Ignore you Throw things Raised voice
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Deal with the Emotions
Deal with the feeling first . . .
Then deal with the customer’s problem!
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Empathy
“the capacity for participation in another’s feelings or idea.”
-- Webster’s New Collegiate Dictionary
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Dealing with Emotions
Individually complete the exercise form
Exercise
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“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
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“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
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Who’s in charge?
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Handling Difficult People / Situations
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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
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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.
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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
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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
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Argumentative Customers
• Speak Softly
• Ask for their opinion
• Don’t get drawn into an argument
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Verbally Abusive CustomerRemain Calm
Let the customer know the consequences, calmly and objectively
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Threatening Customers
• Threats can be an attempt to intimidate you.
• Keep calm and keep your responses focused on the issue at hand.
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Hostile / Angry Customer
• An angry customer is most likely not angry with you.
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Hostile/Angry Customers
Wait until their hostility peaks and then begins to cool.
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Hostile/Angry Customer Strategy
• Remain calm
• Let them vent
• Show empathy
• Restate the problem
• Find agreement with the customer
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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
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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.
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Summary
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