How to handle difficult customers
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Customers reach carrying a different form of emotions. My presentation will help in identifying these customers. And more importantly how you can handle them. It all depends upon your attitude.
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How to handle difficult customers
- 1. H O W T O H A N D L E D I F F I C U LT C U S T O M E R CUSTOMER SERVICE
- 2. TYPE DIFFICULT CUSTOMER Angry Nasty Demanding Critical Non-Stop Talker Sarcastic Greedy Argumentative Abusive Indecisive
- 3. WHY ARE THEY DIFFICULT • They are often expressing a need but chose an appropriate and impolite way to communicate this need • They are difficult for their own reasons- not because of you • They always assume that this way their problem get resolved • Some of them may do it intentionally and threaten of hampering our brand image • They would start blaming you and start pointing on your inability to handle their problem
- 4. REASONS FOR BEING DIFFICULT Tired or Frustrated Confused or overwhelmed Defending their ego Unfamiliar with situation Feel Ignored Don’t understand In bad mood In a hurry Sarcasm Being Provoked Time Pass
- 5. MOTIVATE YOURSELF Remind yourself This is my job and I am going to do it professionally If it were not fir these customers I would not have my job Every time I Solve a problem I will feel better Reinforce this by saying…. “ I like my job, not because it’s easy, not because there are no difficult people, not because of there are no frustrations but because people are part of my job and I can make things easier by solving problems for all ”
- 6. HOW TO DEAL WITH THEM This job would be very good if it weren’t for the difficult people I have to deal with everyday Handle them professionally and not personally • Taking things personally can damage your professional reputation. • Listen for the signals that you are taking things personally. • Have faith in you that you can help customer maintain calm. Attitude is the one of most important key to your job Attitude is your mental position on facts - or more simply, the way you view things around you and handle them. A customer centric approach.
- 7. ATTITUDE Six points about attitude: Your attitude towards customers influences your behaviour Your attitude determines the level of job satisfaction Remember attitudes are caught, not taught Tone and body language reflect your attitude Your attitude is not fixed. The attitude you choose to display is up to YOU You cannot always camouflage how you feel