Difficult Customers & Situations

Difficult Customers & Situations

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

Difficult Customer Situations • Listen • Empathize

Difficult Customer Situations • Respond professionally • Recognize underlying factors

Difficult Customer Situations • Ask questions • Give feedback • Summarize

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 Limited English Speaking

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

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

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

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

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

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

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

Group Activity

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

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

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

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

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

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

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

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

Difficult Customers & Situations