HANDLING DIFFICULT CUSTOMERS
Creating a L.A.S.Ting Impression
6 STEPS OF DEALING WITH DIFFICULT CUSTOMERS
6 STEPS OF DEALING WITH DIFFICULT CUSTOMERS
Step One: Begin with a positive attitude Step Two: Let Customer Open
Step Three: Be Empathetic to the Customer
Step Four: Demonstrate You Understand
Step Five: Begin Active Problem Solving Step Six: Mutually Agree on the Solution
Step One: Begin with a positive attitude
We are not born with an attitude
STEP 1
Keeping a Positive attitude
- Start each day fresh
- Enjoy the moment
- Surround with Positives
PAUSE
- Allow the customer to express themselves and show their emotion
- Anything you say at this point will only serve to fan the flames
L
L.A.S.T TECHNIQUE
LISTEN
- Allow them to explain what has happened and listen carefully to get the details
- Let them finish the story first without any intervention
Let Customer Open
STEP 2
- Zip Your Lip
- Accept Anger
- Don’t take it personally
- Listen Carefully
- Never Say “Calm Down"
Opening allows anger to subside
ACKNOWLEDGE
This is your chance to show empathy and to demonstrate that you are taking them seriously
“I am more than happy to help you, Mrs. ABC…”
“I am so sorry to hear about this, Mrs. ABC…”
“I completely understand how you feel, Madam…”
“I do understand the inconvenience you have faced, Sir/Madam…”
TIPS
A
APOLOGIZE
You are not accepting any liability when you apologise, but you are expressing your sympathy.
“I am so sorry to hear about this, Mrs. XYZ…”
“I am more than happy to help you, Mrs. XYZ…”
"I am sorry you have had that experience..."
Be Empathetic to the Customer
STEP 3
In customer service, empathy means that you are able to connect with and affirm a customer's feelings, even if you are unable to resolve the problem. Providing empathy in customer service means that you allow the customer to feel heard by acknowledging their feelings.
CLARIFY
- We need to understand the detail to make sure that we fully understand the issues
TONE
TIPS
- Use a tone that conveys that you are taking the customer’s issue seriously, but then try adjusting it gradually so when you are presenting the solution options you are upbeat and positive
- Good news delivered in the wrong tone will still sound like bad news!
Demonstrate You Understand
Paraphrase
It helps resolve the problem of over-quoting
STEP 4
SOLVE
- Customers have little or no interest in your company policy, even though we have to adhere to them. It is of no use to explain them to the irate customer
RESPOND
TIPS
S
- Having diffused the emotion, taken the issue seriously and understood the detail, now you are ready to respond
- You also need to ensure that you are not over promising. If you say you’re going to do something, ensure you do it-or you will have a really difficult customer to deal with
Begin Active Problem Solving
Our first step is understanding
Identify the deeper need
Identify options
STEP 5
- Friendliness
- Understanding
- Fairness
- Control
- Options and Alternatives
Mutually Agree on the Solution
STEP 6
THANK YOU
SAY THANK YOU
T
This is our opportunity to thank the customer for a couple of things.
- Giving us a chance to fix their problem
- Bringing it to our attention
- Their patience
“We really do appreciate this feedback, Mrs. XYZ…”
“Thank you so much for your patience/understanding, Mrs. XYZ…”
Just like the apology we need to be sincere and appropriate.
There is an opportunity to impress the customer if this part comes in a follow up call.
“May I arrange for a follow up, at a time most convenient for you?”
Remember!
- Make customer part of solution
- Ask Informative questions
- Look for underlying reasons
REMEMBER
Customer Service
There are:
326 Apple Stores 60,000,000 customers
Apple Stores had more customers than Walt Disney’s 4 largest theme parks.
Apple deals with angry, frustrated customers
- Acknowledge that their concerns are valid
- Align with the customer, agreeing that you would feel the same in their shoes
- Assure the customer that you will be able to solve their problem to their satisfaction
The Apple Way
THANK YOU
QUIZ
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