Call Center Training - CCA

1. HOW TO HANDLE DIFFICULT
CUSTOMERS
By Kat

2. HOW TO HANDLE DIFFICULT CUSTOMERS
“ There is only one boss, the
customer. He can fire anybody
from the Chairman and down.
Simply, by spending his money
elsewhere.”

3. HOW TO HANDLE DIFFICULT CUSTOMERS
Objectives:
At the end of the lesson, 80% of the trainees are
expected:
 Define call center terminologies.
 Understand the ways in handling difficult customers.
 Perform activities related to customer satisfaction.

4. HOW TO HANDLE DIFFICULT CUSTOMERS
References:
 International Call Center Proficiency Training
Courses: Customer Service. Students Manual.
Call Center Academy. Cebu City.
 Dictionary at Google search. Available Online
https://www. Google.com/search.
Retrieved [ March 8, 2019]

5. HOW TO HANDLE DIFFICULT CUSTOMERS
 Sinful Phrases in Customer Services
Sinful Phrases Calming Phrases
Can’t Here’s what we can do
Sorry Can
No, I don’t know Thank You
But I can find out
You should have And
Why didn’t you I understand why you
The only thing we I can see why
can do The best thing we can do

6. HOW TO HANDLE DIFFICULT CUSTOMERS
 How to deal with an Emotional Caller
 Stay calm yourself.
 Let the customer vent.
 Deal with the emotion.
 Avoid the sinful trigger phrases in
customer service agents.
 End the call professionally.

7. HOW TO HANDLE DIFFICULT CUSTOMERS
Activity 2
 Group yourselves into two.
 Let’s pretend that you are done with your training and you
are now a certified agent.
 Think of a handy hint that you can pass on the other agent
when you are involved in a call.
 The first person must come up with a piece of timely advise
based on the calls that day.
 Each person continues the process, adding good ideas until
the whole team has contributed.
 For example you can use words of encouragement, best
success of the day, personal motto and goals for the day.

8. HOW TO HANDLE DIFFICULT CUSTOMERS
 How to handle Customer Complaints
E – empathize with the caller
A – apologize and acknowledge the problem
R – accept responsibility
 How to stay calm
Deep breathing STOP system
Signal Take Control
Opposite Practice

9. HOW TO HANDLE DIFFICULT CUSTOMERS
Activity 3
 Group yourselves into two.
 You will be asked to memorize a message
and whisper it to the second participants
down the line.
 The last participant of each group will write
down the received message on the
board.
 The group who will get the exact message
will earn the highest points.

10. HOW TO HANDLE DIFFICULT CUSTOMERS
 Seven-Step Process to Handle Angry Callers
1. Listen to understand.
2. Show empathy.
3. Identify needs and wants.
4. Find a positive solution.
5. Offer options.
6. Thank the person for calling.
7. Follow up on any commitments.

11. HOW TO HANDLE DIFFICULT CUSTOMERS
 Stages of Anger and how to deal with them
M - miffed
A - aggravated
D – destructive
o Level 1 (M) is the easiest to deal with because the other
person is still rational and able to listen. The solution is
just to listen. Level 2 (A) is a little more difficult and you
can hear verbal attacks but you just focus on what you
can do for a person. Level 3 (D) the person is
threatening to do something so you should call your
boss or make a judgment call.

12. HOW TO HANDLE DIFFICULT CUSTOMERS
 Evaluation
 Find a partner and create a scenario about
handling difficult customers.
 Create your own script.
 Keep it short and simple.
 You will be given 20 minutes to play the role.

13. THANK YOU!!!