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Difficult Customers & Situations

This document outlines strategies for handling difficult customer situations presented in a training module. It discusses methods for diffusing customer anger, developing strategies for difficult customers, and identifying situations that tend to be difficult. Specific difficult situations covered include limited English speakers, argumentative customers, verbally abusive customers, threatening customers, hostile/angry customers, and safety/security concerns. For each situation, the document provides recommendations for strategies to effectively handle the interaction.

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390 views22 pages

Difficult Customers & Situations

This document outlines strategies for handling difficult customer situations presented in a training module. It discusses methods for diffusing customer anger, developing strategies for difficult customers, and identifying situations that tend to be difficult. Specific difficult situations covered include limited English speakers, argumentative customers, verbally abusive customers, threatening customers, hostile/angry customers, and safety/security concerns. For each situation, the document provides recommendations for strategies to effectively handle the interaction.

Uploaded by

anon_460454484
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd

Difficult Customers &

Situations
Module 5

Module 5 5–1
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 5–2
Difficult Customer Situations

• Listen

• Empathize

Module 5 5–3
Difficult Customer Situations

• Respond
professionally

• Recognize
underlying factors

Module 5 5–4
Difficult Customer Situations

• Ask questions

• Give feedback

• Summarize

Module 5 5–5
Limited English Speaking
• Be patient and • Avoid using
concentrate slang or
industry jargon
• Speak slowly
and distinctly • Speak in a
normal tone of
• Be extra voice
courteous
• Reiterate what
has been said

Module 5 5–6
Long-Winded Caller
• People will monopolize another’s time
on the telephone

Module 5 5–7
Argumentative Customers
• Speak softly

• Ask for their opinion

• Take a break –
don’t’ get drawn in

Module 5 5–8
Verbally Abusive Customer

• Remain calm

• Let the customer


know the
consequences,
calmly and
objectively

Module 5 5–9
Threatening Customers

• Threats can be an attempt to intimidate


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

Module 5 5–10
Hostile/Angry Customers
• An angry customer is most likely not
angry with you.

Module 5 5–11
Hostile/Angry Customers
HOSTILITY CURVE
Slow Down • Wait until their
hostility peaks and
Supportive
Comments then begins to cool.

Rational Behavior

Problem Solved

Module 5 5–12
Hostile/Angry Customers–
Strategy

• Listen
• Empathize
• Apologize
• SERVICE
• Summarize

Module 5 5–13
Group Activity

Module 5 5–14
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 5–15
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 5–16
Safety and Security
• Child Support
offices can be
targets for:
– Theft
– Unauthorized entry
and access
– Threats
– Physical abuse
and harm

Module 5 5–17
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 5–18
Summary & Conclusions

• Methods for diffusing the anger and hostility


of customers

• Strategies for handling difficult customers

• Strategies for handling difficult situations

Module 5 5–19
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 5–20
Workshop Summary
• Concepts of High-Quality Customer
Service
• Communications Skills

• Winning Telephone Techniques

• Difficult Customers and Situations


Module 5 5–21
Thank You For Coming….

• Susan Greenblatt, Deputy Director


– Office of State, Tribal and Local
Assistance

• Charlene Butler, Senior Trainer,


– National Training Center

Module 5 5–22

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