This training guide provides strategies for handling difficult customers in 4 steps: 1. Listen - Allow the customer to vent without interrupting and listen carefully to understand the issue. 2. Acknowledge - Express empathy, apologize sincerely, and clarify the details of the problem. 3. Respond - Present positive solutions to the problem and ensure promises can be fulfilled to avoid further issues. 4. Thank - Express appreciation to the customer for their time, patience, and for bringing the issue to your attention. Role playing exercises demonstrate applying these techniques to customer service scenarios.

1. Dealing with difficult Customers
Training Guide
Duration: 1h 30 min
By: Florence Vorster

2. It is a fact that no organisation will always get it right and so an inevitable part of the job
is dealing with customers who have been upset or disappointed with our service.
Because of the emotion involved these customers can be challenging. Our role as
advisers is to focus on solving the problem in a calm and professional way.
The first area is to allow the customer to vent their feelings.
It is unreasonable and inappropriate for us to interrupt a
customer and ask them to “calm down” when they may
have been trying to solve this problem for days!
By using the following guidelines
we are going to teach ourselves to
handle difficult customers
2

3. The Off-loader
•This interesting caller will have
no legitimate grievance against
your enterprise. Rather, he or
she will have suffered a recent
personal strain and, without
anybody else to vent to, will turn
to taking their grievance out
you. This frequently involves
amplifying the most minor of
complaints right out of
proportion.
•This type of caller is among the
most frustrating for a contact
center agent; He or she will
likely have encountered
legitimately furious customers in
the past, and may feel that to
“mollycoddle” their Off loader is
a waste of time and energy. Even
so, the caller should be taken as
seriously as possible, and
formally empathetic language
should be used at all times.
The Legitimate Grievance
• Mistakes happen; it’s a fact
of life, and it’s forgivable.
But, from time to time,
corporations miss their
service level agreements by
such a margin that even the
most experienced of
inbound agents has
difficulty believing the
magnitude of the failing.
• The Legitimate Grievance is
far and away the most
important Customer. You
have severely failed your
customer and, should the
case be exposed to your
superior your could be
serious trouble.
The Vulgarian
• Ah, the Vulgarian: a
fascinating specimen, easily
identifiable through its
signature high pitch and
generous use of profanity.
• Paradoxical as it sounds,
many agents look forward
to receiving calls from this
type of customer. The
reason?
• Since corporations’ duty of
care towards their
employees includes
protection from client
abuse, the rare emergence
of the Vulgarian appears to
present the opportunity to
terminate the call.
• How ever the reward will
be when the client
apologies after the solution
is approved
The Threat-Maker
•Of course, most agents have
dealt with enough Threat-
Makers to know that, despite
their dogged self-conviction, the
vast majority of threats levied
are as empty as a church on
Monday morning. Even so, many
telephone staff find this
complainant’s tactics the most
provocative of any irate caller.
•Sticking to one’s guns is the key
to success over the Threat-
Maker; offering inappropriate
compensation will serve only to
encourage future complaints.
Moreover, it’s important to
remember that, regardless of
how unpleasant he or she
might be as a person, each and
every one of your customers is
an essential source of revenue
for your business.
YOUR 4 TYPES OF ANGRY CUSTOMERS
3

4. PAUSE
STEP 1
Allows the customer to express themselves and
vent their emotion. Anything we say at this point
will only serve to fan the flames.
LISTEN
An angry customer will have been thinking for some time
about what they are going to say when they get through.
They may have mentally rehearsed it too. The last thing
they will want is an interruption.
It is vital that we really listen to this customer as this
customer will not appreciate having to repeat themselves.
So allow them to explain what has happened and listen
carefully to get the details.
4

5. STEP 2
Acknowledge
This is our chance to show empathy and to
demonstrate that we are taking the customer
seriously.
We are not accepting any liability when we apologise, but
we are expressing our sympathy that someone is upset. It
needs to be sincere and well timed
Apologize
 I’m so sorry that you feel this way, Mrs. Brown…”
 “I’m so sorry to hear about this, Mrs. Brown…”
 “I completely understand how you feel, Madam…”
 “I do understand the inconvenience you’ve faced, Sir/Madam…”
 “I’m so sorry to hear about this, Mrs. Brown…”
 “I am more than happy to help you, Mrs. Brown…”
• I am sorry you have had that experience

6. Clarify
STEP 3
We need to understand the detail to make sure
that we fully understand the issues. We need to
do this with tact and patience. It is also worth
explaining to the customer why you need to ask
these extra questions. Remember the customer
may have explained this before!
Use a tone that conveys that you are taking the
customer’s issue seriously, but then try adjusting
it gradually so when you are presenting the
solution options you are upbeat and positive.
Good news delivered in the wrong tone will still
sound like bad news!
Tone

7. Respond
Having diffused the emotion, taken the issue seriously and
understood the detail, now we are ready to respond. Our
response needs to be positive and appropriate. We also
need to ensure that we are not over promising. If you
say you’re going to do something, ensure you do it-or you
will have a really difficult customer to deal with.
Solve
Customers have little or no interest in your
company policy, even though we have to
adhere to them. It is of no use to explain them
to the irate customer. Instead explain what we
are able to do and try to present this as a
choice for the customer.
 What I’ll do right now is…”
 “Let me see how I can fix this, Mrs. Brown…”
 “I recommend that you (insert action here), Sir/Madam, so
that I can take further action without delay.”
• For the quickest resolution, I would request you to…”
• “As a solution, may I suggest that…?”
STEP 4

8. This is our opportunity to thank the customer for a couple of things.
 Giving us a chance to fix their problem
 Bringing it to our attention
 Their patience
“We really do appreciate this feedback, Mrs. Brown…”
“Thank you so much for your patience/understanding, Mrs. Brown…”
Just like the apology we need to be sincere and appropriate.
There is an opportunity to impress the customer if this part comes in a follow up call.
“May I arrange for a follow up, at a time most convenient for you?”
THANK

9. How to Handle Profanity on the Phone in the Workplace
In a culture that adopts the motto "The customer is always right," people sometimes get the idea that it is acceptable behavior to curse
at a company's employees over the phone. "
While you should always attempt to work with the customer, you should never put up with verbal abuse.
Always try to defuse the situation
Step 1
Reassure the customer that you
understand his problem and are
working to solve it. Use reflective
listening skills. For example, you
might say, "It sounds like you are
angry that this is the third time
you've had to contact customer
service about this issue. I
understand this is frustrating." This
technique will often help an
aggravated customer to calm down
and stop using profanity
Step 2
Avoid arguing with the person, as
this will only escalate the cursing.
For example, if the person says, "I
want to cancel my service now,"
and you say, "Yes, but first you'll
need to speak to a manager," the
behavior will likely increase.
Instead, say, "Okay, I can cancel
your service for you. Let me tell you
what you'll need to do. Are you
ready?“
Step 3
Ask the person to stop using
profanity if the behavior continues.
Some people don't realize how out-
of-control their speech is or simply
have poor speech habits. Telling the
customer, "I'd feel more
comfortable if you didn't use those
words during our conversation" will
help some people to stop cursing
and speak respectfully.
Step 4
Give the person a warning if he
continues to curse after you have
let her know it is not acceptable.
Tell her, "If you continue to use
these words, I'm going to have to
ask you to call back later when you
feel calmer." Then continue your
side of the conversation and hope
for the best.
Step 5
Discontinue the call if the customer
continues to use profanity. Make a
note of the date, time of call, issue
and customer name along with the
details of the conversation so that
you can provide documentation if
the termination of the call is
reported to your supervisor.
 “I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of language you are using right now…”
 “You seem very upset, Mrs. Brown. Would you prefer to continue this conversation through email or post?”
 “I apologize, Mrs. Brown, but if you continue to use this language, I will be forced to end this call.”

10. Key Learnings
 Allow a customer to vent their frustration
 Really listen to them and seek clarity where necessary
 Never react with emotion
 Choose your attitude
 Be sincere and authentic
 Present solutions in a positive way
 Give customers choice
 Always follow through.
We want the customer to feel We don’t want the customer to feel
Reassured
They have been listened to
We care
Impressed with our handling of the issue
No trust
Fobbed off
They don’t matter
Even more disappointed

11. How will I deal with Difficult customers ?
by
Creating a L.A.S.Ting Impression
Listen
Apologize
Solve
Thank

12. Role Playing
The customer has placed an order for what they perceive as a big order. The order is worth R40 000 to the client .
You have placed the order on information supplied by the system that the stock is available.
The next morning you arrive at your desk to find the order under To modify: No Stock-Inventory has confirmed this.
Step 1: Phoning the client to inform them of the situation
Step 2: Dealing with the clients frustration and disappointment
Scenario 1
Each group has a few minutes to brainstorm
their call and response to client
Apologize Solve Thank
CREATED BY: FLORENCE VORSTER

13. Scenario 2
Your Customer phones in , the system showed that the order is ready, they have sent their driver only to get told that
the order is still under to pick, and the event is the next day. They still need to brand. They insist that you need to
deliver the order immediately
Role Playing
Step 1: Defusing the situation
Step 2: Solving the Problem
Listen Apologize Solve Thank
Each group has a few minutes to brainstorm
their call and response to client

14. Scenario 3
You have given your client an expected arrival date for a very big Tender. The date has now been exceeded, the system
is still showing the same date and the stock is now stuck in customs. The client is furious as it is 3 weeks later and we
are still telling the customer that the delay is at customs. The clients , client, is now threating to cancel the order.
Role Playing
Each group has a few minutes to brainstorm
their call and response to client
Listen Apologize Solve Thank
Step 1: Defusing the situation
Step 2: Solving the Problem