Customer Service – Dealing With Difficult Customers

1. Customer Service – Dealing With Difficult Customers

2. Objectives • Discuss steps to take when encountering difficult customers • Identify the difficult customers • Aggressive • Passive • Identify reasons that customers are difficult • Discuss techniques for managing the situation

3. Dealing with difficult customers • In this session, we are making underlying assumptions • Difficult customers are often expressing emotions such as anger or frustration • The expression of these emotions creates difficult situations that need to be defused and managed

4. Dealing with difficult customers • To help put this in perspective, difficult is defined as • Hard to understand or solve • Hard to deal with • Hard to please or satisfy • Hard to persuade

5. Step 1: Identifying difficult customers Sometimes, we are so busy that we jump right into the situation without recognizing we are engaging a “difficult” customer To defuse a potentially difficult situation, we must first recognize that the person is angry, sad, frustrated or just plain “difficult”

6. Step 1: Identifying difficult customers Anger, sadness and frustration are just emotions Recognizing that the customers are simply expressing emotions should impact how we engage them

7. Step 1: Identifying difficult customers Aggressive This person expresses emotions quickly Anger Hostility

8. Step 1: Identifying difficult customers Passive These customers do not express their emotions out loud, but you can tell by their body language that they are not responsive and are angry or frustrated

9. Reasons customers become “difficult” • Once you identify customers as angry or frustrated, you have to begin to understand the reason that they are angry or frustrated • Many times, you will work with customers who are frustrated for reasons that are totally out of your control • Sometimes, the issue is related to services received in the One-Stop Career Center • Sometimes, the issue is unrelated to the One-Stop Career Center

10. Reasons customers become “difficult” • Other reasons customers are “difficult” • The customer is tired • The customer is overwhelmed • The customer is defending his or her own self-esteem

11. Reasons customers become “difficult” • We simply do not know when customers walk through our door what has happened to them in the past few minutes, hours or days • Have you ever taken your frustration out on someone else?

12. Reasons customers become “difficult” • We have all taken our frustration out on someone else, whether consciously or unconsciously • We learn to express our emotions to get what we want early on • Verbal cues • Non-Verbal cues • Customers will use the same attacks and tactics to express their feelings and get what they want

13. Reasons customers become “difficult” • First, you have to be aware of the “bait” • Once you recognize customers are angry, you can recognize the “bait” they are throwing out to get you to react • You can recognize what you need to do to avoid “taking the bait”

14. Step 2: Recognize your own feelings • You are a person, too • It is natural to want to defend yourself • However, if you “take the bait” and react, the negative exchange will continue • If you “take the bait," you are giving control to the other person

15. Step 3: Remain calm • It is imperative that you remain the voice of reason • Technique: customers are not angry with you. Customers are angry with the situation

16. Step 4: Seek clarification • During this step, you are affording customers the opportunity to discuss issues with you • Some customers will not be able to express why they are frustrated in a calm way • Technique: let customers vent their frustration by demonstrating active listening skills

17. Step 4: Seek clarification • Active listening is the sincere effort to find out what is bothering the customer by hearing what the person is saying and learning about what the person is feeling • It is hearing to understand • Requires • Focus • Eye contact • Concentration • Effective body language

18. Step 4: Seek clarification • During active listening • Ask questions • Show you are listening • Summarize the information

19. Step 4: Seek clarification • Another technique • Take a learning approach that focuses on interaction instead of reaction

20. Step 4: Seek clarification • Technique: avoid hot words • “Whatever” • “I don’t care” • “That is not my job” • “That’s policy”

21. Step 5: Resolve the issue • Work with customers to create a solution • If a solution cannot be reached, provide the customer with his/her next steps

22. Frequently Asked Questions • Sometimes, our angry customers are talkers. And, it seems like they will never stop talking • Your strategy, especially if on the phone, is to say nothing • Eventually, the individual will stop talking to find out if you are still paying attention What is a strategy for getting a talker to stop talking?

23. Frequently Asked Questions • You followed the first step of recognizing angry customers, which is great • Now, you have to employ the next steps • Try starting with small talk • Pick a topic that brings about positive emotions • Offer a drink of water What do you do if a customer appears angry when you approach them?

24. Frequently Asked Questions • Get very quiet. When you respond, make sure that your response is provided in a quiet manner • Remove the audience What if the customer keeps getting louder and louder?

25. Frequently Asked Questions • Remember step 2, you are a person with human emotions • Take deep breaths and say to yourself • This person is not mad at me • I am not going to get pulled into this customer’s emotional trap • I am going to listen and take it one step at a time • Slow down your responses • When we get angry, we tend to jump right in and quickly state what we feel • Stop before you speak • Speak slowly What if I feel myself get angry, what can I do?

26. Multiple Choice What if the first step in dealing with difficult customers? • Recognizing the difficult customer • Remaining calm • Talking to the customer • Walking away from the difficult situation

27. Matching • Expresses emotions quickly • Does not express emotions out loud • Shows anger through body language • Openly displays anger or frustration A) Aggressive B) Passive Match the following traits with their corresponding type of “difficult customer. Column 1 Column 2

28. Fill-In-The-Blank • Complete the sentence below by filling in the blank. Taking our frustration or anger out on someone else is a _____________ response.

29. Multiple Choice What is active listening? • The sincere effort to absorb what a person is saying and feeling • Hearing what a person is saying but not reacting • Paying attention to customers without distractions • Easy