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H O W T O H A N D L E D I F F I C U LT C U S T O M E R
CUSTOMER SERVICE
TYPE DIFFICULT CUSTOMER
Angry
Nasty
Demanding
Critical
Non-Stop Talker
Sarcastic
Greedy
Argumentative
Abusive
Indecisive
WHY ARE THEY DIFFICULT
• They are often expressing a need but chose an
appropriate and impolite way to communicate this need
• They are difficult for their own reasons- not because of
you
• They always assume that this way their problem get
resolved
• Some of them may do it intentionally and threaten of
hampering our brand image
• They would start blaming you and start pointing on your
inability to handle their problem
REASONS FOR BEING DIFFICULT
 Tired or Frustrated
 Confused or overwhelmed
 Defending their ego
 Unfamiliar with situation
 Feel Ignored
 Don’t understand
 In bad mood
 In a hurry
 Sarcasm
 Being Provoked
 Time Pass
MOTIVATE YOURSELF
Remind yourself
This is my job and I am going to do it professionally
If it were not fir these customers I would not have my job
Every time I Solve a problem I will feel better
Reinforce this by saying….
“ I like my job, not because it’s easy, not because there are no
difficult people, not because of there are no frustrations but
because people are part of my job and I can make things
easier by solving problems for all ”
HOW TO DEAL WITH THEM
This job would be very good if it weren’t for the difficult people I have to
deal with everyday
Handle them professionally and not personally
• Taking things personally can damage your professional reputation.
• Listen for the signals that you are taking things personally.
• Have faith in you that you can help customer maintain calm.
Attitude is the one of most important key to your job
Attitude is your mental position on facts - or more simply, the way you view
things around you and handle them. A customer centric approach.
ATTITUDE
Six points about attitude:
Your attitude
towards customers
influences your
behaviour
Your attitude
determines the
level of job
satisfaction
Remember attitudes
are caught, not
taught
Tone and body
language reflect
your attitude
Your attitude is not
fixed. The attitude
you choose to
display is up to
YOU
You cannot always
camouflage how
you feel

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How to handle difficult customers

  • 1. H O W T O H A N D L E D I F F I C U LT C U S T O M E R CUSTOMER SERVICE
  • 2. TYPE DIFFICULT CUSTOMER Angry Nasty Demanding Critical Non-Stop Talker Sarcastic Greedy Argumentative Abusive Indecisive
  • 3. WHY ARE THEY DIFFICULT • They are often expressing a need but chose an appropriate and impolite way to communicate this need • They are difficult for their own reasons- not because of you • They always assume that this way their problem get resolved • Some of them may do it intentionally and threaten of hampering our brand image • They would start blaming you and start pointing on your inability to handle their problem
  • 4. REASONS FOR BEING DIFFICULT  Tired or Frustrated  Confused or overwhelmed  Defending their ego  Unfamiliar with situation  Feel Ignored  Don’t understand  In bad mood  In a hurry  Sarcasm  Being Provoked  Time Pass
  • 5. MOTIVATE YOURSELF Remind yourself This is my job and I am going to do it professionally If it were not fir these customers I would not have my job Every time I Solve a problem I will feel better Reinforce this by saying…. “ I like my job, not because it’s easy, not because there are no difficult people, not because of there are no frustrations but because people are part of my job and I can make things easier by solving problems for all ”
  • 6. HOW TO DEAL WITH THEM This job would be very good if it weren’t for the difficult people I have to deal with everyday Handle them professionally and not personally • Taking things personally can damage your professional reputation. • Listen for the signals that you are taking things personally. • Have faith in you that you can help customer maintain calm. Attitude is the one of most important key to your job Attitude is your mental position on facts - or more simply, the way you view things around you and handle them. A customer centric approach.
  • 7. ATTITUDE Six points about attitude: Your attitude towards customers influences your behaviour Your attitude determines the level of job satisfaction Remember attitudes are caught, not taught Tone and body language reflect your attitude Your attitude is not fixed. The attitude you choose to display is up to YOU You cannot always camouflage how you feel