This document provides guidelines for handling difficult customer situations. It discusses the four Ts of customer rage: target, temperament, triggers, and treatment. It then presents four case studies involving difficult customers and proposes ways to handle each situation. The key recommendations are to remain calm, apologize, find solutions, explain policies politely, use positive language, and refer to a supervisor if needed. The overall message is that staff should focus on de-escalating conflicts and finding ways to help customers while adhering to proper procedures.

1. HANDLING DIFFICULT
SITUATIONS WITH
CUSTOMERS
…
and how to keep your focus when dealing with
them.
Prepared by Gajendra Khare – Founder Chief
Executive of SCS UNIVERSAL www.scsuniversal.in

2. DIFFICULT CUSTOMER’S

3. Four T’s of Customer Rage
T
T
T
arget
emperament
riggers
reatment

4. Case Study 1
Customer approach the counter and handover the papers to complete his/her job at the
counter. After verification DEO found that this work will be done on other counter.
The staff member (DEO) explains that without going to the specific counter that work can
not be done.
The customer says, “Are you trying to send me away from here its your job do it from here
only.?”
The staff then suggests that the customer can go and verify the counter suggested.
The customer says, “IWhere it had displayed or written that I have to go on the counter
suggested by you. Infact you are not willing to complete my job.”
How will you handle this situation?

5. Customer who approaches the counter along with his application. After the verification by
DEO it is found the documents are not complete. Applicants Aadhar card is mandatory in order
to process his application.
The staff members Says : “Your work can not be done because you don’t have proper address proof or
Aadhar card so come tomorrow or other day”
Customers’ Says : “ I have Aadhar card of my Father will this serve the purpose” Verify it’s the same name
mentioned in my application. So why can’t you do it. Where it is written that Father’s address proof will
not work.
How will you handle this situation?
Case Study 2
1. Stay calm.
2. Refer to the policy.
3. Tell him that system will create problems.
4. Refer her to your supervisor or the concerned.

6. Case Study 3
A customer who is new and booked his appointment online. When he approached to the site internet
lease line is not working.
The staff members Says : “Today your work can not be done come tomorrow or other day”
Customers’ Says : This is not our problem why you gave me online appointment while your lease line is not
working?
How will you handle this situation?
1. Apologize.
2. Be understanding.
3. Offer other possible
ways

7. Case Study 4
an influential customer, comes to the counter along-with documents duty signed by MLO or
instructed by MLO. Later on verification DEO found the few documents are missing or not
complete in all respects as per procedures.
“I’m sorry sir,” DEO explains, “ Sir documents are not complete as desired”
Customer’s Says : What else you need when MLO has already approved the documents the
gave his permission.
How will you handle this situation?
1. Apologize
2. Offer alternative help.
3. Diffuse the situation by explaining the
department’s process.

8. When possible avoid negative
language and use positive responses.
Dealing with difficult customers “www.e-smartsystems.com
Instead of… Say…
That’s not my job.
That’s not handled by my
department.
We’ve always done it this way.
I don’t know
I’m not authorized to do that but I
will find someone who can.
I think our Reference Department
can help but let me find out.
That’s our policy but I’ll see what I
can do.
Let me find out for you.

9. Guidelines for dealing with
difficult patrons
1. Have an updated policy.
2. Develop communications skills.
3. Train staff.
4. Always observe verbal and non-verbal messages and respond
accordingly.
5. Paraphrase.
6. Keep the conversation focused.
7. Remain polite and professional.
8. Refer to policies.
9. Use positive language.
10.Refer to a supervisor when necessary.

10. When speaking with a difficult
customer, remember to remain
calm and focused.
Offer solutions.
Ask about the problem.
Offer help.
“Thank you for bringing this to my attention.”

11. Thank You