This document provides guidance on managing challenging customers. It outlines the DEFUSE method for dealing with irate customers, which includes not taking things personally, encouraging venting, focusing on feelings with empathy, uncovering facts, suggesting solutions, and ending positively. It also describes tips for using empathy and the AIR method of acknowledging feelings, inquiring about problems and feelings, and responding to issues and feelings. Finally, it gives advice for handling different challenging customer types such as chatty, confused, chronic complaining, aggressive, know-it-all, and silent customers.

1. The Challenging Customer Customer Service Training

2. Upon completing this segment, the learner will be able to... Understand the importance of feelings in dealing with challenging customers. Demonstrate the DEFUSE steps to manage the irate customer. Determine when and how to respond with empathy.

3. In addition, the learner will be able to... Determine when and how to use open-ended and closed-ended questions. Exhibit the AIR skills in managing various challenging customer types.

4. D-E-F-U-S-E The Irate Customer The following six steps will help you to successfully manage the irate customer.

5. D-E-F-U-S-E The Irate Customer “ D” is for “Don’t lose your cool”. Don’t take things personally. Listen. Take Notes. Stay Committed to the Customer.

6. D-E-F-U-S-E The Irate Customer “ E” is for “Encourage venting”. Listen. Don’t Interrupt. Give “Verbal Nods”.

7. D-E-F-U-S-E The Irate Customer “ F” is for “Focus on feelings”. Use empathy. Apologize blamelessly on behalf of the company. Offer to help.

8. What is Empathy? Empathy is “identification with and understanding of another’s situation, feelings, and motives”. (American Heritage Dictionary, 1992)

9. Tips For Using Empathy Use empathy when a customer is exhibiting a strong emotion. Make sure your tone is calm and understanding. Be genuine.

10. D-E-F-U-S-E The Irate Customer “ U” is for “Uncover the facts”. Ask questions. Fill in the information gaps.

11. D-E-F-U-S-E The Irate Customer “ S” is for “Suggest a solution”. Don’t make excuses for the problem. Keep the customer involved. Let the customer know what YOU intend to do to solve the problem.

12. D-E-F-U-S-E The Irate Customer “ E” is for “End positively by checking”. Make sure that the customer understands the action plan. Thank the customer. Use your companies closing script.

13. The 6 Steps Made Even Easier... A-I-R it out by... A cknowledging the customer with human feelings. I nquiring about the problem and feelings. R esponding to the issues and feelings.

14. Other Challenging Customer Types

15. The Chatty Customer Remember that satisfying the customer’s need is more important than expediting the call. Hear the customer out initially. Keep the customer focused by asking closed-ended questions.

16. Do’s For Managing The Hard-to-Understand Customer Inquire if there is anyone else you can talk to. Speak slowly and clearly. Paraphrase back to ensure that you understand what the customer is saying. .

17. Don’ts for Managing The Hard-to-Understand Customer Don’t mimic the customer’s accent. Don’t use broken language or slang. Don’t talk louder. Don’t inquire if they speak English.

18. The Confused Customer Offer more guidance. Keep your explanations simple and brief. Eliminate all technical language or cable jargon. Be patient!

19. The Chronic Complainer Actively listen and paraphrase what you have identified as the main points. Resist the temptation to apologize. Ask how the customer thinks the problem should be solved. Focus the customer on the action plan.

20. The Aggressive Customer (a.k.a. “The Bully”) Allow him/her to vent. Don’t argue. Use knowledge and facts. Get straight to the point.

21. The Know-It-All Customer Get straight down to business. Rely on your product and company knowledge. Let him/her know that you are aware of his/her expertise and are willing to learn from it.

22. The Silent Customer (a.k.a. The “Brick Wall”) Don’t feel compelled to “fill in” the silence. Encourage talking by asking open-ended questions. Be patient!

23. Now, do you feel more equipped to manage challenging customer situations?