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