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HOSTILE CUSTOMERS  Without Becoming One
PRESENTED BY:            Jim Marteney Professor of Speech Communication      Los Angeles Valley College
WHO ARE   YOURCUSTOMERS?
WHAT IS THE DIFFERENCE       BETWEENUpset CustomerDifficult Customer
UPSETCUSTOMERCan be Fixed
STRATEGIES     FORCONTROLLING  AN UPSET  SITUATION
DON’TARGUE
AVOIDBEING THE EXPERT
AVOIDCREATING  MORE ANGER
WATCH YOURWORDSRed Flag Words
AVOIDPERSONALFEELINGS
6 STEPS OF DEALING WITH   UPSET CUSTOMERSStep One: Begin with a positive attitude Step Two: Let Customer Vent   Step Three...
Step One: Begin with a positive attitude     We are not    born with an      attitude.
Step One: Begin with a positive attitude Causes of poor attitude       Low self esteem       Fear       Boredom       Rese...
Step One: Begin with a positive attitude   Keeping a Positive attitude           Start each day fresh           Enjoy the ...
Step One: Begin with a positive attitude    Two Types of People      Fountains               Drains
Step One: Begin with a positive attitude      Glass half         full?
Step One: Begin with a positive attitude     Depends if you are         Drinking            or         Pouring
Step One: Begin with a positive attitude     “I see a glass    that is twice as    big as it needs         to be.”
Step Two: Let Customer Vent   Nothing can be    solved while  customer is angry
Step Two: Let Customer Vent   Venting allows  anger to subside
Step Two: Let Customer Vent    Zip Your Lip    Accept Anger    Don’t take it personally    Listen Carefully    Never Say “...
Step Three: Be Empathetic to the Customer Whats the Difference between hearing and listening?Listening is a learned skill.
Step Three: Be Empathetic to the Customer 3 Levels of Communication    Words        7%    Paralanguage 38%    Nonverbal   ...
Step Three: Be Empathetic to the Customer   2 Types of listening        Deliberative      Focus on Words        Empathic  ...
Step Four: Demonstrate You Understand    Paraphrase
Step Five: Begin Active Problem Solving
Step Five: Begin Active Problem Solving      Friendliness      Understanding      Fairness      Information      Options a...
Saying NoHard NoService No
Saying NoHard No  “That’s not our policy.”  “That’s not my job.”  “I’m not allowed to do that.”  “I have no idea.”
Saying NoService No  Phrase 1 What I will do is...  Phrase 2 What you can do
Step Six: Mutually Agree on the Solution
Remember
Remember  Make customer part of solution  Ask Informative questions  Don’t display power  Look for underlying reasons  Be ...
CUSTOMER SERVICE  “The Apple Way”
CUSTOMER SERVICE  “The Apple Way”
There are:326 Apple Stores  60,000,000  customers
Apple Stores had more customers than Walt  Disney’s 4 largest     theme parks.
Apple deals with angry, frustrated customers
The A’s of Apple Service
The A’s of Apple Service A - Acknowledge that their concerns are valid
The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you woul...
The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you woul...
Emergency First Aid forEmotional Customers
Look for Underlying Cause of Reaction.       Frustration       Fear       Confusion
Reassure the Customer that   You are Here to Help
Listen and limit your responses           “Uh-huh”         “I understand”
Apologize when Appropriate   “On behalf of Apple, I would     like to apologize for...”
Are you feeling anxious?   Is your breathing getting   shorter and faster?     Take deep controlled breaths
Take Notes Even when customer venting  Save time later  Help listening without interrupting
Acknowledge the customer’sunderlying reactions    “I can certainly understand how         frustrating this can be.”    “I ...
Remember
You are theProfessional
Dealing With Difficult Customers
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Dealing With Difficult Customers

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Strategies with dealing with difficult customers and staying in control of the situation.

Published in: Business, Education
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Dealing With Difficult Customers

  1. 1. HOSTILE CUSTOMERS Without Becoming One
  2. 2. PRESENTED BY: Jim Marteney Professor of Speech Communication Los Angeles Valley College
  3. 3. WHO ARE YOURCUSTOMERS?
  4. 4. WHAT IS THE DIFFERENCE BETWEENUpset CustomerDifficult Customer
  5. 5. UPSETCUSTOMERCan be Fixed
  6. 6. STRATEGIES FORCONTROLLING AN UPSET SITUATION
  7. 7. DON’TARGUE
  8. 8. AVOIDBEING THE EXPERT
  9. 9. AVOIDCREATING MORE ANGER
  10. 10. WATCH YOURWORDSRed Flag Words
  11. 11. AVOIDPERSONALFEELINGS
  12. 12. 6 STEPS OF DEALING WITH UPSET CUSTOMERSStep One: Begin with a positive attitude Step Two: Let Customer Vent Step Three: Be Empathetic to the Customer Step Four: Demonstrate You Understand Step Five: Begin Active Problem Solving Step Six: Mutually Agree on the Solution
  13. 13. Step One: Begin with a positive attitude We are not born with an attitude.
  14. 14. Step One: Begin with a positive attitude Causes of poor attitude Low self esteem Fear Boredom Resentment Unresolved conflict
  15. 15. Step One: Begin with a positive attitude Keeping a Positive attitude Start each day fresh Enjoy the moment Surround with Positives
  16. 16. Step One: Begin with a positive attitude Two Types of People Fountains Drains
  17. 17. Step One: Begin with a positive attitude Glass half full?
  18. 18. Step One: Begin with a positive attitude Depends if you are Drinking or Pouring
  19. 19. Step One: Begin with a positive attitude “I see a glass that is twice as big as it needs to be.”
  20. 20. Step Two: Let Customer Vent Nothing can be solved while customer is angry
  21. 21. Step Two: Let Customer Vent Venting allows anger to subside
  22. 22. Step Two: Let Customer Vent Zip Your Lip Accept Anger Don’t take it personally Listen Carefully Never Say “Calm Down
  23. 23. Step Three: Be Empathetic to the Customer Whats the Difference between hearing and listening?Listening is a learned skill.
  24. 24. Step Three: Be Empathetic to the Customer 3 Levels of Communication Words 7% Paralanguage 38% Nonverbal 55%
  25. 25. Step Three: Be Empathetic to the Customer 2 Types of listening Deliberative Focus on Words Empathic Focus on Speaker
  26. 26. Step Four: Demonstrate You Understand Paraphrase
  27. 27. Step Five: Begin Active Problem Solving
  28. 28. Step Five: Begin Active Problem Solving Friendliness Understanding Fairness Information Options and Alternatives Control
  29. 29. Saying NoHard NoService No
  30. 30. Saying NoHard No “That’s not our policy.” “That’s not my job.” “I’m not allowed to do that.” “I have no idea.”
  31. 31. Saying NoService No Phrase 1 What I will do is... Phrase 2 What you can do
  32. 32. Step Six: Mutually Agree on the Solution
  33. 33. Remember
  34. 34. Remember Make customer part of solution Ask Informative questions Don’t display power Look for underlying reasons Be professional
  35. 35. CUSTOMER SERVICE “The Apple Way”
  36. 36. CUSTOMER SERVICE “The Apple Way”
  37. 37. There are:326 Apple Stores 60,000,000 customers
  38. 38. Apple Stores had more customers than Walt Disney’s 4 largest theme parks.
  39. 39. Apple deals with angry, frustrated customers
  40. 40. The A’s of Apple Service
  41. 41. The A’s of Apple Service A - Acknowledge that their concerns are valid
  42. 42. The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes
  43. 43. The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes A - Assure the customer that you will be able to solve their problem to their satisfaction
  44. 44. Emergency First Aid forEmotional Customers
  45. 45. Look for Underlying Cause of Reaction. Frustration Fear Confusion
  46. 46. Reassure the Customer that You are Here to Help
  47. 47. Listen and limit your responses “Uh-huh” “I understand”
  48. 48. Apologize when Appropriate “On behalf of Apple, I would like to apologize for...”
  49. 49. Are you feeling anxious? Is your breathing getting shorter and faster? Take deep controlled breaths
  50. 50. Take Notes Even when customer venting Save time later Help listening without interrupting
  51. 51. Acknowledge the customer’sunderlying reactions “I can certainly understand how frustrating this can be.” “I know this can seem very confusing.”
  52. 52. Remember
  53. 53. You are theProfessional

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