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Welcome

Welcome. How to Deal with Difficult People & Customers Lisa Ford. &. Time Management: Getting Control of Your Work & Life Jack Hayhow. “I would not waste my life in friction when it could be turned into momentum .”. Power of Positive Discipline. – Frances Willard, Educator.

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Welcome

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Presentation Transcript

  1. Welcome

  2. How to Deal with Difficult People & Customers Lisa Ford & Time Management: Getting Control of Your Work & Life Jack Hayhow

  3. “I would not waste my life in friction when it could be turned into momentum.” Power of Positive Discipline – Frances Willard, Educator

  4. “Innovation is the central issue in economic prosperity.” – Michael Porter, Harvard University

  5. Progress & Good News Report • Previous topics included: • A Positive Approach to Discipline • Innovation at Ever Level • Share how you successfully used an idea from a previous topic with your small groups. How are you being a “DIFFERENCE MAKER”

  6. How to Deal with Difficult People & Customers featuring Lisa Ford

  7. Difficult People Appliance Rage!!!

  8. Difficult People Chalupa Rage!!!

  9. Difficult People 1 out of 4 shoppers report “retail-rage” incidents in the last 3 months!!!

  10. Difficult People 400% increase in “air-rage” incidents in the last 6 years!!!

  11. Why is this subject important? Even though organizations are spending tons more on customer care initiatives, there’s more dissatisfaction—and even rage—among customers today!

  12. Discussion • “Common” characteristics of difficult customers

  13. Discussion • “Common” characteristics of difficult customers 2. “Common” reasons why customers become difficult

  14. Conflict Management Quiz Session Opener Pg. 1 - 3

  15. “I would not waste my life in friction when it could be turned into momentum.” Difficult People – Frances Willard, Educator

  16. Please Note… The focus of this session is not to attempt to solve all of our customers’ problems.

  17. Please Note… The focus of this session is not to attempt to solve all of our customers’ problems. The focus of this session is on how to deal with customers when they become emotional and difficult.

  18. Neutralize Difficult Customers (Emotions First) Build bridges to difficult people by finding common ground Practice dealing with difficult customers Learning Goals By the end of this session, you will cover how to:

  19. Dealing with Difficult People & Customers featuring Lisa Ford Your difficult customers and people …

  20. Write down the important idea(s) from the presentation and how to apply them to your company or team. Share your idea(s) with your group. Key Ideas and Application

  21. “I would not waste my life in friction when it could be turned into momentum.” Difficult People – Frances Willard, Educator

  22. “A smooth sea never made a skilled sailor.” Difficult People – English Proverb

  23. Brainstorm emotional trigger words / phrases in your workplace. Don’t Pull The Trigger Blueprint #1, pg 8

  24. “Never” “Really?” “Ridiculous” “Doubtful” “That’s not our fault” “Are you sure?” “That’s strange” “I’ll try, but…” “I wish we could, but…” “You don’t understand” Don’t Pull The Trigger

  25. Which customer facing employees need to know this? Don’t Pull The Trigger Blueprint #1, bottom of pg 8

  26. Customers don’t care what you know, till they know you care!!! Sympathy vs. Empathy

  27. Sympathy: “compassion”, “pity”, “commiseration” Sympathy vs. Empathy Dictionary.com

  28. Sympathy: “compassion”, “pity”, “commiseration” Empathy: the “vicarious experiencing of the feelings, thoughts, or attitudes of another.” Sympathy vs. Empathy Dictionary.com

  29. Emotion to Logic Sympathy vs. Empathy

  30. Emotional Rescue • Remain calm • Let customer vent – do not interrupt • Dealing with EMOTIONS ( NO Trigger Words ) • Restate customer’s problem • Find agreement • Show empathy • Thank the customer • Gently confront • Delay or transfer

  31. Your Difficult Customers Blueprint #3 pg 11 1. Common difficult customer 2. Answer the questions on page 11 - Draft a response 3. Take turns PRATICING - coach each other 4. Who will you share this with back at the office

  32. “I would not waste my life in friction when it could be turned into momentum.” Difficult People – Frances Willard, Educator

  33. Personal Blueprint / Action Plan • I Plan to Implement / Best Idea • Expected Result • SMART • Specifically • Measurement • Attainment • Relevant • Time-Based • Action Steps • Resources Needed

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