How To Deal With Difficult Customers. Customer Service Training By: Tyler Walker Tobey Smith Shaun Dalton Alexandria Pavlova. Active Listening.
Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.
How To Deal With Difficult Customers Customer Service Training By: Tyler Walker Tobey Smith Shaun Dalton Alexandria Pavlova
Active Listening • The most important step in the dealing with unhappy customers is listening actively to what your client is saying- he wants to be heard, and to air his grievances. • SIER
Listening Habits to avoid and Positive Steps For Better Listening NO! • Stop talking! • Go to a good place • Avoid faking attention • Be patient; defer disagreement • Listen for more than the facts • Bite your tongue before interrupting YES! • Reinforce the customer with positive nonverbal and verbal cues • Solicit clarification • Minimize the number of gatekeepers • Try counter attitudinal advocacy (CAA) • Take notes
Customer Empathy/Sympathy If you understand your customers, you’ll be well equipped to give them exactly what they need. Empathy only works when it’s genuine and doesn’t seem forced. Customer service empathy can be boiled down to five simple questions: • How does the person I'm trying to help feel? • How would I feel if I were that person? • No matter the request or the "rules," is there something I can/should do to help? • What would I expect to be done for me if the roles were reversed? • In the end, what would make this customer satisfied or (better yet) happy, and is there any reason I can't do it or find someone who can?
7 Phrases That Convey Empathy to Customers • “I can understand how frustrating it is when your Widget breaks down.” • “I realize how complicated it is to…” • “I cannot imagine how upsetting it is to…” • “I know how confusing it must be when…” • “I’m so sorry to hear that…” • “I hate that you had to make this call today.” • “I’m glad you called today so that we can take care of this right away.”