Module 5 5–1

Difficult Customers & Situations

Difficult Customers & Situations

Module 5

Module 5 5–2

Learning Objectives

• Identify methods for diffusing customer anger or hostility

• Develop strategies for handling difficult customers

• Identify situation that tend to be difficult and develop strategies to diffuse them

Module 5 5–3

Difficult Customer Situations

• Listen

• Empathize

Module 5 5–4

Difficult Customer Situations

• Respond professionally

• Recognize underlying factors

Module 5 5–5

Difficult Customer Situations

• Ask questions

• Give feedback

• Summarize

Module 5 5–6

Limited English Speaking

• Be 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

Module 5 5–7

Long-Winded Caller

• People will monopolize another’s time on the telephone

Module 5 5–8

Argumentative Customers

• Speak softly

• Ask for their opinion

• Take a break – don’t’ get drawn in

Module 5 5–9

Verbally Abusive Customer

• Remain calm

• Let the customer know the consequences, calmly and objectively

Module 5 5–10

Threatening Customers

• Threats can be an attempt to intimidate you.

• Keep calm and keep your responses focused on the issue at hand.

Module 5 5–11

Hostile/Angry Customers

• An angry customer is most likely not angry with you.

Module 5 5–12

Hostile/Angry Customers

• Wait until their hostility peaks and then begins to cool.

HOSTILITY CURVE

Slow Down

SupportiveComments

Rational Behavior

Problem Solved

Module 5 5–13

Hostile/Angry Customers– Strategy

• Listen

• Empathize

• Apologize

• SERVICE

• Summarize

Module 5 5–14

Group Activity

Module 5 5–15

Saying “No”

• Sometimes you have to say “no,” but if you do it right, you can still get a “thank you” for your service

Module 5 5–16

Strategies for Saying “No”

• Explain why it can’t be done

• Don’t quote policy

• Don’t be patronizing

• Offer alternatives when you can

• Avoid making excuses

• Eliminate negative phrases

• Don’t mention other/similar complaints

Module 5 5–17

Safety and Security

• Child Support offices can be targets for:– Theft – Unauthorized entry

and access – Threats– Physical abuse and

harm

Module 5 5–18

Strategies for Safety and Security

• Door Codes

• Closed-circuit television cameras

• Always leave yourself an escape route

• Construct “natural” barriers to separate

• ID Badges

• Panic Button in interview rooms

• Security guards

Module 5 5–19

Summary & Conclusions

• Methods for diffusing the anger and hostility of customers

• Strategies for handling difficult customers • Strategies for handling difficult situations

Module 5 5–20

Learning Objectives

• Summarize the major workshop topics

• Identify significant learnings and how you will apply your learning

• Complete an evaluation of the workshop

Module 5 5–21

Workshop Summary

• Concepts of High-Quality Customer Service

• Communications Skills

• Winning Telephone Techniques

• Difficult Customers and Situations

Module 5 5–22

Thank You For Coming….

• Susan Greenblatt, Deputy Director– Office of State, Tribal and Local

Assistance

• Charlene Butler, Senior Trainer, – National Training Center