Handle Irate Customers
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Handle Irate Customers

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Good Customer Service training program.

Good Customer Service training program.

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Handle Irate Customers Handle Irate Customers Presentation Transcript

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