This document provides guidance on how to handle difficult customers for call center agents. It begins by emphasizing that the customer is the boss and can take their business elsewhere. It then outlines objectives to define call center terms, understand ways to handle difficult customers, and perform activities related to customer satisfaction. Several techniques are described for dealing with emotional callers, such as staying calm, letting the customer vent, avoiding "sinful phrases," and ending professionally. The document also provides a seven-step process and stages of anger to address angry callers. It concludes with activities where agents practice skills through role-playing customer scenarios.

1. HOW TO HANDLE DIFFICULT
CUSTOMERS
By Kat

2. HOW TO HANDLE DIFFICULT CUSTOMERS
“ There is only one boss, the
customer. He can fire anybody
from the Chairman and down.
Simply, by spending his money
elsewhere.”

3. HOW TO HANDLE DIFFICULT CUSTOMERS
Objectives:
At the end of the lesson, 80% of the trainees are
expected:
 Define call center terminologies.
 Understand the ways in handling difficult customers.
 Perform activities related to customer satisfaction.

4. HOW TO HANDLE DIFFICULT CUSTOMERS
References:
 International Call Center Proficiency Training
Courses: Customer Service. Students Manual.
Call Center Academy. Cebu City.
 Dictionary at Google search. Available Online
https://www. Google.com/search.
Retrieved [ March 8, 2019]

5. HOW TO HANDLE DIFFICULT CUSTOMERS
 Sinful Phrases in Customer Services
Sinful Phrases Calming Phrases
Can’t Here’s what we can do
Sorry Can
No, I don’t know Thank You
But I can find out
You should have And
Why didn’t you I understand why you
The only thing we I can see why
can do The best thing we can do

6. HOW TO HANDLE DIFFICULT CUSTOMERS
 How to deal with an Emotional Caller
 Stay calm yourself.
 Let the customer vent.
 Deal with the emotion.
 Avoid the sinful trigger phrases in
customer service agents.
 End the call professionally.

7. HOW TO HANDLE DIFFICULT CUSTOMERS
Activity 2
 Group yourselves into two.
 Let’s pretend that you are done with your training and you
are now a certified agent.
 Think of a handy hint that you can pass on the other agent
when you are involved in a call.
 The first person must come up with a piece of timely advise
based on the calls that day.
 Each person continues the process, adding good ideas until
the whole team has contributed.
 For example you can use words of encouragement, best
success of the day, personal motto and goals for the day.

8. HOW TO HANDLE DIFFICULT CUSTOMERS
 How to handle Customer Complaints
E – empathize with the caller
A – apologize and acknowledge the problem
R – accept responsibility
 How to stay calm
Deep breathing STOP system
Signal Take Control
Opposite Practice

9. HOW TO HANDLE DIFFICULT CUSTOMERS
Activity 3
 Group yourselves into two.
 You will be asked to memorize a message
and whisper it to the second participants
down the line.
 The last participant of each group will write
down the received message on the
board.
 The group who will get the exact message
will earn the highest points.

10. HOW TO HANDLE DIFFICULT CUSTOMERS
 Seven-Step Process to Handle Angry Callers
1. Listen to understand.
2. Show empathy.
3. Identify needs and wants.
4. Find a positive solution.
5. Offer options.
6. Thank the person for calling.
7. Follow up on any commitments.

11. HOW TO HANDLE DIFFICULT CUSTOMERS
 Stages of Anger and how to deal with them
M - miffed
A - aggravated
D – destructive
o Level 1 (M) is the easiest to deal with because the other
person is still rational and able to listen. The solution is
just to listen. Level 2 (A) is a little more difficult and you
can hear verbal attacks but you just focus on what you
can do for a person. Level 3 (D) the person is
threatening to do something so you should call your
boss or make a judgment call.

12. HOW TO HANDLE DIFFICULT CUSTOMERS
 Evaluation
 Find a partner and create a scenario about
handling difficult customers.
 Create your own script.
 Keep it short and simple.
 You will be given 20 minutes to play the role.

13. THANK YOU!!!