Difficult Customers Situations Module 5 5 1 Learning

Difficult Customers & Situations Module 5 5– 1

Learning Objectives • Identify methods for diffusing customer anger or hostility • Develop strategies for handling difficult customers • Identify situation that tend to be difficult and develop strategies to diffuse them Module 5 2

Difficult Customer Situations • Listen • Empathize Module 5 3

Difficult Customer Situations • Respond professionally • Recognize underlying factors Module 5 4

Difficult Customer Situations • Ask questions • Give feedback • Summarize Module 5 5

Limited English Speaking • Be patient and concentrate • Speak slowly and distinctly • Be extra courteous • Avoid using slang or industry jargon • Speak in a normal tone of voice • Reiterate what has been said Module 5 6

Long-Winded Caller • People will monopolize another’s time on the telephone Module 5 7

Argumentative Customers • Speak softly • Ask for their opinion • Take a break – don’t’ get drawn in Module 5 8

Verbally Abusive Customer • Remain calm • Let the customer know the consequences, calmly and objectively Module 5 9

Threatening Customers • Threats can be an attempt to intimidate you. • Keep calm and keep your responses focused on the issue at hand. Module 5 10

Hostile/Angry Customers • An angry customer is most likely not angry with you. Module 5 11

Hostile/Angry Customers HOSTILITY CURVE Slow Down Supportive Comments • Wait until their hostility peaks and then begins to cool. Rational Behavior Problem Solved Module 5 12

Hostile/Angry Customers– Strategy • • • Listen Empathize Apologize SERVICE Summarize Module 5 13

Group Activity Module 5 14

Saying “No” • Sometimes you have to say “no, ” but if you do it right, you can still get a “thank you” for your service Module 5 15

Strategies for Saying “No” • • Explain why it can’t be done Don’t quote policy Don’t be patronizing Offer alternatives when you can Avoid making excuses Eliminate negative phrases Don’t mention other/similar complaints Module 5 16

Safety and Security • Child Support offices can be targets for: – Theft – Unauthorized entry and access – Threats – Physical abuse and harm Module 5 17

Strategies for Safety and Security • • Door Codes Closed-circuit television cameras Always leave yourself an escape route Construct “natural” barriers to separate ID Badges Panic Button in interview rooms Security guards Module 5 18

Summary & Conclusions • Methods for diffusing the anger and hostility of customers • Strategies for handling difficult situations Module 5 19

Learning Objectives • Summarize the major workshop topics • Identify significant learnings and how you will apply your learning • Complete an evaluation of the workshop Module 5 20

Workshop Summary • Concepts of High-Quality Customer Service • Communications Skills • Winning Telephone Techniques • Difficult Customers and Situations Module 5 21

Thank You For Coming…. • Susan Greenblatt, Deputy Director – Office of State, Tribal and Local Assistance • Charlene Butler, Senior Trainer, – National Training Center Module 5 22