This document provides guidance on how to handle difficult customer situations. It recommends recognizing issues early, using de-escalation skills, and making interactions a perfect client experience. When customers are reluctant, accusatory or profane, the document suggests outlining a resolution strategy, bringing in a third party, and apologizing for any mistakes. Key steps include listening, apologizing, solving issues through education or appropriate parties, and thanking the customer. Behaviors to avoid include taking attitudes personally, ignoring emotions, focusing only on policy, and using inappropriate language. The document stresses being reliable, responsive, empathetic and competent in all client interactions.

1. Regional Acceptance
BBT

2.  Recognizing a potential problem before
escalation
 Utilizing LAST Model
 When all fails – De-escalation skills
 Making it all PCE

3. How to solve an issue before it
becomes a problem

4.  Customer is reluctant to verify account
 Customer is accusatory
 Customer won’t allow rep to speak
 Customer uses profanity

5.  Outline a strategy to resolve the situation,
and offer it to your customer.
 Bring in a third party.
 Be as empathetic and understanding as
possible.
 Make suggestions on how you will prevent
this from happening again.
 Apologize immediately for the mistake

6. Listen to your client’s issue or concern.
Apologize for the situation and demonstrate
your concern.
Solve the issue by educating your client or
involving the appropriate parties for resolution.
Thank your client for allowing BB&T the
opportunity to resolve their issue and for banking
with BB&T (being a Regional Acceptance client)

8.  Taking their attitude personally
 Failing to allow the customer to vent
 Ignoring the emotional
 Focusing only on the policy
 Falling into a “me vs. you” approach
 Overusing “you”
 Making inappropriate sounds
 Telling customers to calm down
 Using slang synonyms for “upset”

9. Perfect Client Experience Commitments

10.  Reliable - “I am dependable and my clients can count on me”
 Responsive – “I act quickly to help my clients with their needs.”
 Empathetic – “I listen to my clients and am sensitive to their
feelings.”
 Competent – “I am equipped with the skills and knowledge to
help my clients.”