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Copy of Dealing with Difficult Customers

Customer Service Training
by

Janice Sleight

on 5 November 2013

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Transcript of Copy of Dealing with Difficult Customers

Dealing with
Difficult Customers

Learner-Centered Objectives
Recognize Types of
Difficult Customers
Learn to Respond Rather than React
Find the Right Words
Use Anger Diffusion Tactics
Emotionally Disengage
IRRITATING
CUSTOMERS
Examples ...

HOW TO REACT:
Does this affect your ability to process the call?
YES = educate the customer about it
NO = exercise PATIENCE

Regardless of how you feel - the customer
deserves great service!
RUDE CUSTOMERS

Not angry, just unkind
or rebellious



HOW TO REACT:
Emotionally disengage
Go to your "Happy Place"
Try the "Magic Phrase"
Unhappy or
Angry Customers
HOW TO REACT:
Maintain Control of your Emotions
Use H.E.A.T to Cool down the situation

Hear Them Out
Empathy Statement
Apologize
Take Action
DIFFUSE
the
SITUATION
Apologize
Diplomacy
Computer Mode
Ask a Question
Empathy
Appreciation
Abusive Customers
NOT Appropriate:
swearing
prejudices
threats

HOW TO REACT:
Attempt to have customer change behavior
If behavior continues - disconnect from call
Avoiding Escalation
Why do Customers want to escalate?

HOW TO AVOID:
Demonstrate CONFIDENCE
Know your Product & Policies
Use the 2-step "Policy Pattern"
Abusive
Angry
Unhappy
Rude
Irritating
Apologize
Diplomacy
Computer Mode
Ask a Question
Empathy
Appreciation
Abusive
Angry
Unhappy
Rude
Irritating
Abusive
Angry
Unhappy
Rude
Irritating
Abusive
Angry
Unhappy
Rude
Irritating
Congratulations on Completion
of
"Dealing with Difficult Customers"
Training


Please complete brief Training Evaluation Survey on
www.quia.com - go to our class page


REVIEW ACTIVITY:
GRAB THE MICROPHONE

2 teams of 4 people
1 person reads one of their ?s
teammates must "grab the microphone" to answer
correct = CANDY
incorrect = pass to left
rotate reading ?s



Wrap-Up:
Observation
Helping Hand
Traveling Trophies


RAPID ROLE-PLAY RULES
4 begin as agents
4 begin as an "angry customer"
agent must RESPOND, not REACT to the angry customer
each round is ONE MINUTE
when bell rings, customers rotate to a different agent and repeat "their story"
4 rotations then SWITCH (agents become customers & customers become agents)
REPEAT 4 rounds
Full transcript