Handle Irate Customers


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Good Customer Service training program.

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  • Handle Irate Customers

    1. 1. The Challenging Customer Customer Service Training
    2. 2. Upon completing this segment, the learner will be able to... <ul><li>Understand the importance of feelings in dealing with challenging customers. </li></ul><ul><li>Demonstrate the DEFUSE steps to manage the irate customer. </li></ul><ul><li>Determine when and how to respond with empathy. </li></ul>
    3. 3. In addition, the learner will be able to... <ul><li>Determine when and how to use open-ended and closed-ended questions. </li></ul><ul><li>Exhibit the AIR skills in managing various challenging customer types. </li></ul>
    4. 4. D-E-F-U-S-E The Irate Customer The following six steps will help you to successfully manage the irate customer.
    5. 5. D-E-F-U-S-E The Irate Customer <ul><li>“ D” is for “Don’t lose your cool”. </li></ul><ul><li>Don’t take things personally. </li></ul><ul><li>Listen. </li></ul><ul><li>Take Notes. </li></ul><ul><li>Stay Committed to the Customer. </li></ul>
    6. 6. D-E-F-U-S-E The Irate Customer <ul><li>“ E” is for “Encourage venting”. </li></ul><ul><li>Listen. </li></ul><ul><li>Don’t Interrupt. </li></ul><ul><li>Give “Verbal Nods”. </li></ul>
    7. 7. D-E-F-U-S-E The Irate Customer <ul><li>“ F” is for “Focus on feelings”. </li></ul><ul><li>Use empathy. </li></ul><ul><li>Apologize blamelessly on behalf of the company. </li></ul><ul><li>Offer to help. </li></ul>
    8. 8. What is Empathy? Empathy is “identification with and understanding of another’s situation, feelings, and motives”. (American Heritage Dictionary, 1992)
    9. 9. Tips For Using Empathy <ul><li>Use empathy when a customer is exhibiting a strong emotion. </li></ul><ul><li>Make sure your tone is calm and understanding. </li></ul><ul><li>Be genuine. </li></ul>
    10. 10. D-E-F-U-S-E The Irate Customer <ul><li>“ U” is for “Uncover the facts”. </li></ul><ul><li>Ask questions. </li></ul><ul><li>Fill in the information gaps. </li></ul>
    11. 11. D-E-F-U-S-E The Irate Customer <ul><li>“ S” is for “Suggest a solution”. </li></ul><ul><li>Don’t make excuses for the problem. </li></ul><ul><li>Keep the customer involved. </li></ul><ul><li>Let the customer know what YOU intend to do to solve the problem. </li></ul>
    12. 12. D-E-F-U-S-E The Irate Customer <ul><li>“ E” is for “End positively by checking”. </li></ul><ul><li>Make sure that the customer understands the action plan. </li></ul><ul><li>Thank the customer. </li></ul><ul><li>Use your companies closing script. </li></ul>
    13. 13. The 6 Steps Made Even Easier... <ul><li>A-I-R it out by... </li></ul><ul><li>A cknowledging the customer with human feelings. </li></ul><ul><li>I nquiring about the problem and feelings. </li></ul><ul><li>R esponding to the issues and feelings. </li></ul>
    14. 14. Other Challenging Customer Types
    15. 15. The Chatty Customer <ul><li>Remember that satisfying the customer’s need is more important than expediting the call. </li></ul><ul><li>Hear the customer out initially. </li></ul><ul><li>Keep the customer focused by asking closed-ended questions. </li></ul>
    16. 16. Do’s For Managing The Hard-to-Understand Customer <ul><li>Inquire if there is anyone else you can talk to. </li></ul><ul><li>Speak slowly and clearly. </li></ul><ul><li>Paraphrase back to ensure that you understand what the customer is saying. </li></ul>.
    17. 17. Don’ts for Managing The Hard-to-Understand Customer <ul><li>Don’t mimic the customer’s accent. </li></ul><ul><li>Don’t use broken language or slang. </li></ul><ul><li>Don’t talk louder. </li></ul><ul><li>Don’t inquire if they speak English. </li></ul>
    18. 18. The Confused Customer <ul><li>Offer more guidance. </li></ul><ul><li>Keep your explanations simple and brief. </li></ul><ul><li>Eliminate all technical language or cable jargon. </li></ul><ul><li>Be patient! </li></ul>
    19. 19. The Chronic Complainer <ul><li>Actively listen and paraphrase what you have identified as the main points. </li></ul><ul><li>Resist the temptation to apologize. </li></ul><ul><li>Ask how the customer thinks the problem should be solved. </li></ul><ul><li>Focus the customer on the action plan. </li></ul>
    20. 20. The Aggressive Customer (a.k.a. “The Bully”) <ul><li>Allow him/her to vent. </li></ul><ul><li>Don’t argue. </li></ul><ul><li>Use knowledge and facts. </li></ul><ul><li>Get straight to the point. </li></ul>
    21. 21. The Know-It-All Customer <ul><li>Get straight down to business. </li></ul><ul><li>Rely on your product and company knowledge. </li></ul><ul><li>Let him/her know that you are aware of his/her expertise and are willing to learn from it. </li></ul>
    22. 22. The Silent Customer (a.k.a. The “Brick Wall”) <ul><li>Don’t feel compelled to “fill in” the silence. </li></ul><ul><li>Encourage talking by asking open-ended questions. </li></ul><ul><li>Be patient! </li></ul>
    23. 23. Now, do you feel more equipped to manage challenging customer situations?