DifficultCustomersSituations.pptVIP

Module 5 Module 4 Difficult Customers Situations Module 5 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 Difficult Customer Situations Listen Empathize Difficult Customer Situations Respond professionally Recognize underlying factors Difficult Customer Situations Ask questions Give feedback Summarize 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 Long-Winded Caller People will monopolize another’s time on the telephone Argumentative Customers Speak softly Ask for their opinion Take a break – don’t’ get drawn in Verbally Abusive Customer Remain calm Let the customer know the consequences, calmly and objectively Threatening Customers Threats can be an attempt to intimidate you. Keep calm and keep your responses focused on the issue at hand. Hostile/Angry Customers An angry customer is most likely not angry with you. Hostile/Angry Customers Wait until their hostility peaks and then begins to cool. Hostile/Angry Customers– Strategy Listen Empathize Apologize SERVICE Summarize Saying “No” Sometimes you have to say “no,” but if you do it right, you can still get a “thank you” for your service 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 Safety and Security Child Support offices can be targets for: Theft Unauthorized entry and access Threats Physical abuse and harm Strategies for Safety and Security Door Codes Closed-circuit television cameras Always leave yourself an escape route Construct “natural” bar