Learn about, how to adjust your personality with customers behaviour, our attitudes dealing with difficult customers, the art of dealing with difficult customers, communication skills in dealing with difficult customers, understanding the needs, wants and desires of all customers and strategies to attract and retain difficult customers

1. MODULE 1
HOW TO ADJUST YOUR
PERSONALITY WITH THE
CUSTOMERS BEHAVIOR

2. 1. DOMINANCE: An active, positive posture in an unfriendly
environment.
 Competitive
 Direct
 Driving
 Forceful
 Self-starter
 Sarcasm
2. INFLUENCE: an active, positive posture in a favourable
environment.
 Communicative
 Friendly
 Influential
 Persuasive
 Positive
KNOWING YOUR PERSONALITY

3. 3. STEADINESS: Passiveness agreeable in a favourable
environment.
 Good listener
 Deliberate
 Kind
 Persistent
 Amiable
4. COMPLIANCE: A cautious, undecided response to an
antagonistic environment designed to calm the degree of
antagonism.
 Accurate
 Careful
 Compliant
 Logical
 Perfectionist
 Precise
 Systematic
KNOWING YOUR PERSONALITY

4. TYPES OF CUSTOMERS
INTERNAL CUSTOMERS EXTERNAL CUSTOMERS

5. 1. THE KNOW-IT ALL CUSTOMER
Characteristics:
 Knows everything about your products and services
 Will ask you with endless questions
 Will appear to pay a little attention to what you say
 May stop you in the middle of your presentations
2. THE OPEN-MINDED CUSTOMER
Characteristics:
 Will be interested in your presentation if it sounds appealing
 Will be friendly and polite.
 Will ask questions about the product
 Will make honest objections
 Will buy from you if you can convince him
3. THE LONESOME CUSTOMER
Characteristics:
 Will be polite and friendly like an open minded customer
 Will be good listener and is probably smiling during your presentation
 Will agree with all the benefits you mention
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

6. 4. THE UNCERTAIN CUSTOMER
Characteristics:
 Will not be able to make decision
 Can’t deal with issues in a straight forward manner and will not be
able to maintain eye contact.
 Will stall and will not commit to things.
 Always needs to talk to somebody else before making a decision
5. THE TIMID CUSTOMER
Characteristics:
 Often hostile towards you
 States objections
 Switches from one decision to another
 Agrees with you on everything too easily
6. THE HARD-HEADED CUSTOMER
Characteristics:
 They are very blunt. When they object, they’re almost rude.
 They are stubborn. They cling to their way of thinking
 They are control-oriented. They intimidate either with questions or
with your statements
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

7. 7. THE DISSATISFIED CUSTOMER
Characteristics:
 Will express frustration and blame someone or something
 Will start complaining and demand your understanding
 Won’t give much attention to what you have to say.
8. THE EXPRESSIVE CUSTOMER
Characteristics:
 They are emotional and can be influenced by emotional presentations
 Self-centered
 May show irritation
 Their only interest may be “what’s in it for them.”
9. THE ANALYTICAL CUSTOMER
Characteristics:
 They want more information
 “How” is a commonly used question for this buyer
 Need more information on company and product
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

8. 10. THE BARGAIN CUSTOMER
Characteristics:
 “How much is it?”
 They may say your product is too highly priced or they don’t have the
money for it.
 Rarely will they ask about issues such as service, warranty etc
 They must tell you how bad things are right now
11. THE INTIMIDATING CUSTOMER
Characteristics:
 Try to put you on the defensive
 Speak very loudly or abruptly
 Tend to be rude
 Appear to get angry very easily
12. THE SELF-CENTERED CUSTOMER
Characteristics:
 They don’t listen very well unless it fits in with their plans
 They won’t commit to buying
 They have to feel it was their decision and on their terms
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

9. GROUP DISCUSSION
How to adjust your personality to the customers’ different
behaviour styles?
1. The know-it all customer
2. The open-minded customer
3. The lone-some customer
4. The uncertain customer
5. The timid customer
6. The hard-headed customer
7. The dissatisfied customer
8. The expressive customer
9. The analytical customer
10. The bargain customer
11. The intimidating customer
12. The self-centered customer

10. MODULE 2
OUR ATTITUDES IN DEALING WITH
DIFFICULT CUSTOMERS

11.  ___________________________________________________
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THE SUCCESS OF ANY BUSINESS DEPENDS ON HAVING
RELIABLE AND EFFICIENT EMPLOYEES

12. QUALITIES OF AN EXCELLENT CUSTOMER SERVICE
PERSONNEL
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
5. __________________________________________________
6. __________________________________________________
7. __________________________________________________

13. CUSTOMER SERVICE BENEFITS
• _____________________________
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14. EFFECTIVE CUSTOMER SERVICE
• Courtesy
• Prompt Attention
• Reliability
• Personal Attention
• Knowledgeable Staff
• Empathy

15. • Thank You
• Go the extra mile
EFFECTIVE CUSTOMER SERVICE

16. THE CUSTOMER MG
• _____________________________
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17. MODULE 3
THE ART OF DEALING WITH
DIFFICULT CUSTOMERS

18. List down the common objections?
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WHY CUSTOMERS COMPLAIN?

19. HUMAN SKILLS AND COURTESY IN HANDLING
COMPLAINTS

20. CUSTOMER INTERACTION MODEL
STEP 1: CREATING FIRST IMPRESSION
a. First impression is formed within seconds
b. People’s perceptions are shaped by their first impression
c. Conveying the right perception helps in setting the appropriate expectation to
the customer.
STEP 2: UNDERSTANDING CUSTOMER NEEDS
a. Ensure the customer’s status
b. Identify the customer’s level of knowledge
c. Listen actively and interpret correctly
d. Ask the right questions
STEP 3: PRESENT SOLUTION OR ALTERNATIVE
a. Speak clearly and confidently
b. Check for understanding
c. Summarize, if necessary
d. Seek confirmation / affirmation
STEP 4: LEAVING A LASTING IMPRESSION
a. “Leave the door open”
b. Personalize the close
c. Never terminate the interaction before the customer does so.
d. End the way you begin.

21. ANGRY CUSTOMERS
COMPLAINING CUSTOMERS
NON-VOCAL CUSTOMERS
PROCRASTING CUSTOMERS
VERBOSE (LONG WINDED)CUSTOMERS
IDENTIFYING DIFFICULT CUSTOMERS

22. WHEN A CUSTOMER COMPLAINS, LOOK AT IT AS AN
OPPORTUNITY TO IMPROVE
STEP 1: What is going on - Determine the reason
a. Assure the customer you will help
b. Restate the customer’s opening statement
c. Listen carefully
d. Write down key details
e. Display empathy
f. Remain composed
STEP 2: What caused it - Identify the root cause of the problem.
a. Investigate the situation
b. Determine if the customer has a valid complaint
c. Apologize
d. Explain what happened
STRATEGIES IN HANDLING DIFFICULT
CUSTOMERS

23. WHEN A CUSTOMER COMPLAINS, LOOK AT IT AS AN
OPPORTUNITY TO IMPROVE
STEP 3: What can I do - Rectify the situation
a. Tell the customer what you are going to do to solve the
problem
b. Focus on what you can do
c. Offer your best solution
d. Never assign blame
e. Display empathy
f. Offer an alternative solution
STEP 4: What can I say - Acknowledge the problem.
a. Thank the customer for allowing you to make things right.
b. Tell the customer what you will do avoid future problems
c. Make a follow up call
STRATEGIES IN HANDLING DIFFICULT
CUSTOMERS

24. WHEN A CUSTOMER COMPLAINS, LOOK AT IT AS AN
OPPORTUNITY TO IMPROVE
STEP 5: What needs to be done - Fix what needs to be fixed
a. Analyze what went wrong
b. Review your organization policies and procedures (if any)
c. Change what you can to make things better
STRATEGIES IN HANDLING DIFFICULT
CUSTOMERS

25. MODULE 4
COMMUNICATION SKILLS IN
DEALING WITH DIFFICULT
CUSTOMERS

26. RESPONSIVE REFLECTIVE FUGITIVE COMBATIVE
ENGAGED
leaning forward
open body
open arms
open hands
LISTENING
head tilted
lots of eye contact
nodding
high blink rate
BORED
staring into space
slumped posture
doodling
foot tapping
LET ME SPEAK
finger tapping
foot tapping
staring
EAGER
(sprint position)
open legs
feet under chair
on toes
leaning forward
EVALUATING
sucks glasses/pencil
strokes chin
looks up and right
legs crossed in 4 pos.
(ankle on knee)
LET ME GO
feet towards door
looking around
buttoning jacket
AGGRESSIVE
leaning forwards
finger pointing
fists clenched
READY TO AGREE
closes papers
pen down
hands flat on table
ATTENTIVE
(standing)
arms behind back
smile
open feet
REJECTION
sitting/moving back
arms folded
legs crossed 11 pos
(thigh on knee)
head down
frown
DEFIANT
(standing)
hands on hips
frown
BODY LANGUAGE GESTURES
DEFENSIVE
(standing)
feet pointing in
hands clenched
LYING
touches face
hand over mouth
pulls ear
eyes down
glances at you
shifts in seat
looks down and to left

29. FOR EFFECTIVE COMMUNICATION
• _____________________________________
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30. FACE TO FACE COMMUNICATION PRINCIPLES
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31. ________________________________
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FACE TO FACE COMMUNICATION PRINCIPLES

32. 5 IMPORTANT COMMUNICATION SKILLS
IN CUSTOMER SERVICE

33. 1. Remain aware of the importance of listening.
2. When talking with customers, focus on each word.
3. Make notes as the conversation progresses. Write down the key
words or concepts.
4. When needed or appropriate, replay the customer’s words for
confirmation.
5. Listen for customers’ conversational tone, inflection, and any
under-current that might be a clue to customers’ attitude.
6. Don’t anticipate what the customer is going to say. This applies
even when it is absolutely clear what the customer is about to
say.
7. Stop other activities when listening on the telephone.
8. Don’t continue to read or search for papers, pens or other
temporarily misplaced materials.
9. Avoid side conversations when on the telephone.
10. Constantly review your listening skills. Ask yourself, how often is
there confusion between you and a customer over what was
said?
EFFECTIVE LISTENING TECHNIQUES

34. LISTEN WITH YOUR HEART
HEAR WITH YOUR EARS. LISTEN WITH YOUR
HEART.
ESTABLISH EYE-CONTACT
ASK QUESTION (TO SHOW CONCERN)
WRITE & REPEAT
THANKS

35. 1. Pay attention
Give the speaker your undivided attention and
acknowledge the message. Recognize that what is
not said also speaks loudly.
1. Look at the speaker directly.
2. Put aside distracting thoughts. Don’t mentally
prepare a rebuttal!
3. Avoid being distracted by environmental factors.
4. “Listen” to the speaker’s body language.
5. Refrain from side conversations when listening in
a group setting.
ACTIVE LISTENING SKILLS

36. 2. Show that you are listening
Use your own body language and
gestures to convey your attention.
1. Nod occasionally.
2. Smile and use other facial expressions.
3. Note your posture and make sure it is
open and inviting.
4. Encourage the speaker to continue
with small verbal comments like yes,
and uh huh
ACTIVE LISTENING SKILLS

37. 3. Provide feedback
Our personal filters, assumptions, judgments, and
beliefs can distort what we hear. As a listener, your
role is to understand what is being said. This may
require you to reflect what is being said and ask
questions.
1. Reflect what has been said by paraphrasing. “What
I’m hearing is…” and “Sounds like you are saying…”
are great ways to reflect back.
2. Ask questions to clarify certain points. “What do you
mean when you say…” “Is this what you mean?”
3. Summarize the speaker’s comments periodically.
ACTIVE LISTENING SKILLS

38. GESTURES AND VOCAL PATTERNS THAT BUILD
TRUST
We have only 4 minutes to make an impression on our customer,
for people rely more on what they see and what we do than on
the words we use.
7% of the impact comes from the words said,
38% of the impact relates to the body language, and
55% of the impact is related to the way you say the words

39. SERVING CUSTOMERS OVER THE TELEPHONE
STEP 1: PUTTING YOUR BEST EAR FORWARD
a) Listen to the customer’s opening statement
b) Write down or input key points
c) Listen without interrupting
d) Give the customer you are helping your full attention
STEP 2: SAYING HELLO - THE OPENER
a) Answer by the third ring
b) Give the name of your business, your name and an opening statement or question
c) Sound enthusiastic and be ready to help
d) Work on relationship building from the beginning of the contact.
STEP 3: BETWEEN HELLO & GOODBYE - HELPING THE CUSTOMER
a) Assure the customer you can help
b) Summarize the customer’s opening statement
c) Verbalize what you are doing
d) Put your personal touch into the contact
e) Before a lengthy pause, tell the customer what is happening
f) When putting customers on hold, explain why.
STEP 4: SAYING GOODBYE - THE CLOSER
a) Recap what you are going to do
b) Gain the customer’s acceptance and confidence
c) Ask if you can help with anything else
d) Give your name again
e) Thank the customer for calling your company

40. MODULE 5
UNDESTANDING THE NEEDS,
WANTS AND DESIRES OF ALL
CUSTOMERS

41. WHY MOST COMPANIES FOCUS ON MEETING,
EXCEEDING THE NEEDS & EXPECTATIONS OF THE
CUSTOMER
1. ______________________________________
2. ______________________________________
3. ______________________________________
4. ______________________________________
5. ______________________________________

42. UNDERSTANDING CUSTOMER NEEDS
THINK OF………
1. How much can the customer afford?
2. What factors will influence the buying decision?
3. Who really makes the decision?
4. Is the customer ready to make a decision?
5. What influence the customer to buy?
What is the difference between “Buying Objectives”
and “Buying Influences”?
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43. UNDERSTANDING CUSTOMER NEEDS
THINK OF………
1. Does the customer have a need?
2. Is the customer ready to buy?
3. Is the customer able to buy?
4. Is the customer willing to buy from you?
5. Are you able to satisfy the customer’s need?

44. DELIGHTING CUSTOMER’S THROUGH “WOW” EXPERIENCE
Meeting
customer “Needs”
but does not meet
customer “Wants”
Exceeding
customer “Needs”
Meeting
customer “Wants”
Exceeding
customer “Needs”
and “Wants”
OK
Satisfied
Delighted
(Wow)
IDENTIFYING CUSTOMER NEEDS AND WANTS

45. IDENTIFYING CUSTOMER NEEDS AND WANTS
QUALITY CUSTOMERS EXPECT QUALITY SERVICE
CUSTOMER
NEEDS EXPECTATIONS DEMANDS
(Meaningful service)
Basic
(Top Quality service)
Added Value
(Supererogation)
Deluxe

46. MODULE 6
STRATEGIES TO ATTRACT AND
RETAIN DIFFICULT CUSTOMERS

47. ___________________________________________________
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REASONS FOR POOR SERVICE

48. COMMON EXCUSES BY SERVICE PROVIDERS
• I don’t have enough time
• I don’t get paid to be nice. I am
measured by my productivity and
efficiency
• Every customers are trouble makers
these days
• I can’t deal with people who don’t show
me respect
• How can we do a good job if the other
departments do not provide the back up
we need

49. 1. Only 4% of your customers complain. That means most
business may never hear from 96% of their customers, and
91% of those just go away because they feel complaining
will not do them any good.
2. For every complaint, there are about 26% other customers
with unresolved problems, and 6 of those customers have
serious problems.
3. Most customers who complain (54%-70%) will conduct
business with you again if you resolve their complaints. If
they feel you acted quickly and to their satisfaction, then up
to 95% of them will conduct business with you again, and
they probably will refer other customers to you.
4. A dissatisfied customer will tell up to 10 people about the
dissatisfaction. Approximately 13% of those will tell up to 20
people about their negative experience.
STARTLING SERVICE STATISTICS

50. 5. Happy customers who have had their complaints resolved
will tell between 3 to 5 people about their positive
experience. Therefore, you have to satisfy 3 to 4 customers
for every one that is dissatisfied with you.
6. It costs 5 to 6 times more to attract new customers than to
keep old ones, even when you have to go back and renew
contacts with former customers.
7. Customers stop conducting business with you because:
- 1% die
- 3% move away
- 5% seek alternatives
- 9% begin conducting business with your competitors
- 14% are dissatisfied with the product or services
- 68% are upset with the treatment they received
STARTLING SERVICE STATISTICS

51. 1. Customer Service Policy :
 Realising that “customers make pay-days possible”, an
organization’s philosophy should centre around that
“WE CARE” policy in every respect
2. Customer Plan :
a) Maintaining an effective customer service culture
 Assessing the needs, expectations and demands of
customers, and bench marking the competition
b) Implementing a centralised feedback system
 Use of questionnaire, telephone interviews, field
survey and personal contact to audit and upgrade
organizational standards.
c) Providing a customer helpline service to ensure:
 Quick responses to service calls
 Immediate replies to letters, faxes and other forms
of communication.
 Reducing length of complaint queues and long
waiting periods.
CREATING SERVICE STANDARDS

52. 2. Customer Plan :
d) Staff motivation, empowerment and training
 To provide a conducive work environment
 To invite staff suggestions and respect their views
and delegate some authority to them with proper
guidelines
 Train and update staff on product knowledge and
customer psychology.
e) Building on customer loyalty
 Paying careful attention to “little details”,
maintaining fair prices, and giving personalized
service.
f) Knowledgeable and civilized workforce
CREATING SERVICE STANDARDS

53. THE CUSTOMER WANT YOU TO
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54. THANK YOU
WINNING DOESN’T ALWAYS MEAN
BEING FIRST – WINNING MEANS YOU’RE
DOING BETTER THAN YOU’VE DONE
BEFORE
SUCCESS MEANS – KNOWING MORE
THAN THE OTHERS, WORKING MORE
THAN THE OTHERS & EXPECTING LESS
THAN THE OTHERS