This document outlines strategies for handling difficult customer situations presented in a training module. It discusses methods for diffusing customer anger, such as listening, empathizing, apologizing and summarizing. It also provides tips for dealing with specific challenging situations like hostile customers, verbally abusive customers, threatening customers, and saying no to customers. Recommendations include remaining calm, recognizing underlying factors, and offering alternatives when possible. The training module also covers safety and security strategies for child support offices.

1. Module 5 5–1
Difficult Customers &
Situations
Module 5

2. Module 5 5–2
Learning Objectives
• Identify methods for diffusing customer
anger or hostility
• Develop strategies for handling difficult
customers
• Identify situation that tend to be difficult
and develop strategies to diffuse them

3. Module 5 5–3
Difficult Customer Situations
• Listen
• Empathize

4. Module 5 5–4
Difficult Customer Situations
• Respond
professionally
• Recognize
underlying factors

5. Module 5 5–5
Difficult Customer Situations
• Ask questions
• Give feedback
• Summarize

6. Module 5 5–6
Limited English Speaking
• Be patient and
concentrate
• Speak slowly
and distinctly
• Be extra
courteous
• Avoid using
slang or
industry jargon
• Speak in a
normal tone of
voice
• Reiterate what
has been said

7. Module 5 5–7
Long-Winded Caller
• People will monopolize another’s time
on the telephone

8. Module 5 5–8
Argumentative Customers
• Speak softly
• Ask for their opinion
• Take a break –
don’t’ get drawn in

9. Module 5 5–9
Verbally Abusive Customer
• Remain calm
• Let the customer
know the
consequences,
calmly and
objectively

10. Module 5 5–10
Threatening Customers
• Threats can be an attempt to intimidate
you.
• Keep calm and keep
your responses focused
on the issue at hand.

11. Module 5 5–11
Hostile/Angry Customers
• An angry customer is most likely not
angry with you.

12. Module 5 5–12
Hostile/Angry Customers
• Wait until their
hostility peaks and
then begins to cool.
HOSTILITY CURVE
Slow Down
Supportive
Comments
Rational Behavior
Problem Solved

13. Module 5 5–13
Hostile/Angry Customers–
Strategy
• Listen
• Empathize
• Apologize
• SERVICE
• Summarize

14. Module 5 5–14
Group Activity

15. Module 5 5–15
Saying “No”
• Sometimes you have to say “no,” but if
you do it right, you can still get a “thank
you” for your service

16. Module 5 5–16
Strategies for Saying “No”
• Explain why it can’t be done
• Don’t quote policy
• Don’t be patronizing
• Offer alternatives when you can
• Avoid making excuses
• Eliminate negative phrases
• Don’t mention other/similar complaints

17. Module 5 5–17
Safety and Security
• Child Support
offices can be
targets for:
– Theft
– Unauthorized entry
and access
– Threats
– Physical abuse
and harm

18. Module 5 5–18
Strategies for Safety and
Security
• Door Codes
• Closed-circuit television cameras
• Always leave yourself an escape route
• Construct “natural” barriers to separate
• ID Badges
• Panic Button in interview rooms
• Security guards

19. Module 5 5–19
Summary & Conclusions
• Methods for diffusing the anger and hostility
of customers
• Strategies for handling difficult customers
• Strategies for handling difficult situations

20. Module 5 5–20
Learning Objectives
• Summarize the major workshop topics
• Identify significant learnings and how
you will apply your learning
• Complete an evaluation of the
workshop

21. Module 5 5–21
Workshop Summary
• Concepts of High-Quality Customer
Service
• Communications Skills
• Winning Telephone Techniques
• Difficult Customers and Situations

22. Module 5 5–22
Thank You For Coming….
• Susan Greenblatt, Deputy Director
– Office of State, Tribal and Local
Assistance
• Charlene Butler, Senior Trainer,
– National Training Center