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HANDLING DIFFICULT CUSTOMERS

Creating a L.A.S.Ting Impression

6 STEPS OF DEALING WITH DIFFICULT CUSTOMERS

LISTEN

APOLOGIZE

SOLVE

THANK

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

Step Two:

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..."

Step Three:

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!

Step Four:

Demonstrate You Understand

Paraphrase

It helps resolve the problem of over-quoting

STEP 4

Use Sugar coated words

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

Step Five:

Begin Active Problem Solving

Our first step is understanding

Identify the deeper need

Identify options

STEP 5

  • Friendliness
  • Understanding
  • Fairness
  • Control
  • Options and Alternatives

Step Six:

Mutually Agree on the Solution

WIN WIN SITUATION

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

  • Don’t display power

  • Be professional

  • 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

The A’s of Apple Service

  • 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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