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Handling difficult scenarios
The document outlines strategies for handling difficult customer situations, emphasizing that every angry customer presents an opportunity for improvement. It provides guidelines on how to respond to various types of upset customers by listening, apologizing, offering solutions, and escalating when necessary, while also highlighting behaviors to avoid during these interactions. Key practices include staying calm, using empathy, and maintaining a positive demeanor throughout the call.
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Handling difficult scenarios
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- 3. Why are wehere?
- 4. “Every angry customeris an opportunity!”
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- 6. Types of customerswe face?
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- 10. THE ‘THEIR WAYOR THE HIGHWAY’ CUSTOMERS!
- 11. Always Remember! Most ofour customers are NICE UPSET customer is STRESSED & need SUPPORT We can’t change Customer’s BEHAVIOR We can develop our SKILLS to handle ANGRY customers Some situation make them UPSET
- 12. Let’s listen toa few calls... Let’s share our examples of difficult situations!
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- 14. ● Hear theCustomer Out ● Apologize for the delay ● Check Product Delivery Status ● Inform correct Status & share courier details ● Communicate the TAT clearly from the system ● Escalate If Required DELAYED PRODUCT DELIVERY
- 15. ● Don’t ArgueOR Confront ● Hear the Customer Out ● Apologize ● Explain the Policy ● Check Status & update correctly ● Suggest alternatives ● Escalate If Required REFUND DELAYED/REQUIRED
- 16. UNSATISFACTORY/DAMAGED PRODUCT ● Don’tArgue OR Confront ● Hear the Customer Out ● Use Empathy ● Explain the Policy ● Suggest alternatives ● Offer Solution & Communicate TAT ● Escalate If Required
- 17. ● Don’t ArgueOR Confront ● Don’t act as a Process Expert ● Provide assurance & transfer the call to Supervisor ● Arrange Call Back if the Supervisor is unavailable TRANSFER TO SUPERVISOR
- 18. ● Don’t ArgueOR Confront ● Hear the Customer Out ● Use Empathy /Apologize ● Check details from the system & inform the customer ● Suggest alternatives ● Check out next action with the Supervisor, if not sure ● Escalate If Required RESOLUTION DELAYED/DENIED
- 19. What to do?What not to do? ★ STAY CALM & FOCUSED ★ APOLOGIZE IF CUSTOMER IS UPSET/DISSATISFIED ★ LISTEN ACTIVELY ★ ACKNOWLEDGE WITH POSITIVE WORDS ★ CHECK RECENT INTERACTIONS ★ USE EMPATHY ★ OFFER A SOLUTION OR ALTERNATIVES ★ SUMMARIZE & CLOSE POSITIVELY ➢ DON’T TAKE IT PERSONALLY ➢ DON’T LOSE YOUR COOL ➢ DON’T JUST SAY IT, MEAN IT ➢ DON’T BECOME A PARROT ➢ DON’T JUMP ON A CONCLUSION ➢ DON’T ASSUME ➢ DON’T BLAME OTHER FUNCTION / DEPT. ➢ DON’T ACT AS A SUPREME COMMANDER
- 20. Ground rules ona call Always open the call with a SMILE Don’t INTERRUPT Stay CALM. Don’t lose your COOL Apologize, Use EMPATHY Always propose a SOLUTION
- 21. FIX ANY ESCALATIONWITH L-A-S-T