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Dealing With Difficult Customers
This document provides strategies for dealing with hostile customers without becoming hostile oneself. It discusses the differences between upset and difficult customers, with upset customers being potentially fixable. It outlines six steps for dealing with upset customers: 1) maintain a positive attitude, 2) let the customer vent, 3) be empathetic, 4) demonstrate understanding, 5) begin problem solving, and 6) mutually agree on a solution. Additional tips include listening without interrupting, acknowledging the customer's feelings, apologizing when needed, and remaining professional.
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Dealing With Difficult Customers
- 1. HOSTILE CUSTOMERS Without Becoming One
- 2. PRESENTED BY: Jim Marteney Professor of Speech Communication Los Angeles Valley College
- 3. WHO ARE YOUR CUSTOMERS?
- 4. WHAT IS THEDIFFERENCE BETWEEN Upset Customer Difficult Customer
- 5.
- 6. STRATEGIES FOR CONTROLLING AN UPSET SITUATION
- 7.
- 8.
- 9. AVOID CREATING MORE ANGER
- 10.
- 11.
- 12. 6 STEPS OFDEALING WITH UPSET CUSTOMERS Step 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. Step One: Beginwith a positive attitude We are not born with an attitude.
- 14. Step One: Beginwith a positive attitude Causes of poor attitude Low self esteem Fear Boredom Resentment Unresolved conflict
- 15. Step One: Beginwith a positive attitude Keeping a Positive attitude Start each day fresh Enjoy the moment Surround with Positives
- 16. Step One: Beginwith a positive attitude Two Types of People Fountains Drains
- 17. Step One: Beginwith a positive attitude Glass half full?
- 18. Step One: Beginwith a positive attitude Depends if you are Drinking or Pouring
- 19. Step One: Beginwith a positive attitude “I see a glass that is twice as big as it needs to be.”
- 20. Step Two: LetCustomer Vent Nothing can be solved while customer is angry
- 21. Step Two: LetCustomer Vent Venting allows anger to subside
- 22. Step Two: LetCustomer Vent Zip Your Lip Accept Anger Don’t take it personally Listen Carefully Never Say “Calm Down
- 23. Step Three: BeEmpathetic to the Customer Whats the Difference between hearing and listening? Listening is a learned skill.
- 24. Step Three: BeEmpathetic to the Customer 3 Levels of Communication Words 7% Paralanguage 38% Nonverbal 55%
- 25. Step Three: BeEmpathetic to the Customer 2 Types of listening Deliberative Focus on Words Empathic Focus on Speaker
- 26. Step Four: DemonstrateYou Understand Paraphrase
- 27. Step Five: BeginActive Problem Solving
- 28. Step Five: BeginActive Problem Solving Friendliness Understanding Fairness Information Options and Alternatives Control
- 29.
- 30. Saying No Hard No “That’s not our policy.” “That’s not my job.” “I’m not allowed to do that.” “I have no idea.”
- 31. Saying No Service No Phrase 1 What I will do is... Phrase 2 What you can do
- 32. Step Six: MutuallyAgree on the Solution
- 33.
- 34. Remember Makecustomer part of solution Ask Informative questions Don’t display power Look for underlying reasons Be professional
- 35. CUSTOMER SERVICE “The Apple Way”
- 36. CUSTOMER SERVICE “The Apple Way”
- 37. There are: 326 AppleStores 60,000,000 customers
- 38. Apple Stores hadmore customers than Walt Disney’s 4 largest theme parks.
- 39. Apple deals withangry, frustrated customers
- 40. The A’s ofApple Service
- 41. The A’s ofApple Service A - Acknowledge that their concerns are valid
- 42. The A’s ofApple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes
- 43. The A’s ofApple 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. Emergency First Aidfor Emotional Customers
- 45. Look for UnderlyingCause of Reaction. Frustration Fear Confusion
- 46. Reassure the Customerthat You are Here to Help
- 47. Listen and limityour responses “Uh-huh” “I understand”
- 48. Apologize when Appropriate “On behalf of Apple, I would like to apologize for...”
- 49. Are you feelinganxious? Is your breathing getting shorter and faster? Take deep controlled breaths
- 50. Take Notes Evenwhen customer venting Save time later Help listening without interrupting
- 51. Acknowledge the customer’s underlyingreactions “I can certainly understand how frustrating this can be.” “I know this can seem very confusing.”
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