Working with Difficult Customers
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The document discusses strategies for dealing with difficult customers in the customer service industry. It explains that difficult customers are often angry or frustrated due to unmet expectations, thwarted intentions, or lack of communication. It provides tips for maintaining self-control when interacting with upset customers, such as using active listening skills like paraphrasing and empathy. The document also advises diagnosing the customer's specific concerns, explaining what can be done to address the problem, following up on commitments, and focusing on surrender, enjoyment and enthusiasm to remain present and understand one's role in the situation.
Working with Difficult Customers
- 1. CUSTOMER SERVICE 1 WORKING WITH DIFFICULT CUSTOMERS (C) All rights reserved by Alejandro Ortega
- 2. 2 WORKING WITH DIFFICULT CUSTOMERS Please contact us for more information and assistance in delivering outstanding training (C) All rights reserved by Alejandro Ortega
- 3. THE ANATOMY OF A DIFFICULT CUSTOMER 3 Difficult customers are angry, confused and sometimes frustrated because of an unmet need. This is expressed emotionally. (C) All rights reserved by Alejandro Ortega
- 4. UPSETS FORMULA 4 Unfulfilled Expectations Thwarted Intentions Undelivered Communications _______________________________ UPSET One or a combination of these elements is present. You did not create this, upsets are personal and created by the person who is upset. (C) All rights reserved by Alejandro Ortega
- 5. Dealing with UPSETS 5 Know your job Policies and procedures Products, services, benefits and features Know what you can do Wiggle room Respect the emotions that come with upsets Acknowledge Appreciate the problem as an opportunity Stay detached yet empathetic (C) All rights reserved by Alejandro Ortega
- 6. Self Control 6 Self awareness allows you to choose calm and control of your behavior. The attitudes and thoughts you choose are the most powerful assets in controlling your response to a situation. Declare a positive outcome before you begin the interaction. (C) All rights reserved by Alejandro Ortega
- 7. Self Control 7 Be aware of your personal perceptions, biases and reactions. Ask yourself whether you are becoming defensive and annoyed. Are you breathing fasters, thinking of inappropriate comments? (C) All rights reserved by Alejandro Ortega
- 8. Basic Counseling Skills 8 Calm the customer with basic counseling skills. A difficult customer will not behave calmly and rationally until they vent the underlining emotions. Difficult customers are angry, confused, frustrated because of an unmet need. This is expressed emotionally. (C) All rights reserved by Alejandro Ortega
- 9. Basic Counseling Skills 9 Maintain a neutral, nondefensive stance. Learn to breath again Stay focused on the problem not the attack You is not really You; its the situation. Active Listening Paraphrase your understanding- in your own words. (C) All rights reserved by Alejandro Ortega
- 10. Basic Counseling Skills 10 The Mirror Effect Reflect the customers feelings by empathizing with the emotions presented. I puts you in their shoes, I diminishes defensiveness. I can understand why you are angry I understand your disappointment (C) All rights reserved by Alejandro Ortega
- 11. Diagnose & Analyze 11 Diagnose and analyze the situation Elicit information using open questions What are your specific concerns? What info. Can you share with me so I can help you? Which part of the agreement does not work? What would you like to see happen? How would you like to resolve the situation? (C) All rights reserved by Alejandro Ortega
- 12. What I CAN do!!! 12 Help the customer understand alternatives and consequences. Communicate company policy and constraints that apply. Positively state what will be done, when and how. (C) All rights reserved by Alejandro Ortega
- 13. THE OTHER INTEGRITY 13 Integrity is commonly defined as doing the right thing. Integrity is also defined as being whole. Make sure to follow up and follow through Keep your word and when you cant honor it by staying in communication. (C) All rights reserved by Alejandro Ortega
- 14. SEE, I can do it SEE 14 Surrender Enjoyment Enthusiasm One or a combination of these elements must be present to get best out of your day and your interactions. These states of being are powerful tools in accessing a state of presence. They allow for true understanding of the role you play in any given situation. (C) All rights reserved by Alejandro Ortega
Editor's Notes
- #15: You probably will not find any enjoyment or enthusiasm if on a rainy night you get a fat tire in the middle of a busy highway. But you can find surrender in the fact the tire needs to be changed, or the fact that you may have to wait while AAA comes to get you.