1. CUSTOMER SERVICE
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WORKING WITH
DIFFICULT CUSTOMERS
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2. 2
WORKING
WITH
DIFFICULT
CUSTOMERS
Please contact us for
more information and
assistance in delivering
outstanding training
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3. THE ANATOMY OF A DIFFICULT CUSTOMER
3
Difficult customers are angry, confused and
sometimes frustrated because of an unmet
need.
This is expressed emotionally.
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4. UPSETS FORMULA
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Unfulfilled Expectations
Thwarted Intentions
Undelivered Communications
_______________________________
UPSET
One or a combination of these elements is present.
You did not create this, upsets are personal and
created by the person who is upset.
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5. Dealing with UPSETS
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Know your job
 Policies and procedures
 Products, services, benefits and features
Know what you can do
 Wiggle room
Respect the emotions that come with upsets
 Acknowledge
 Appreciate the problem as an opportunity
 Stay detached yet empathetic
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6. Self Control
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Self awareness allows you to choose calm and control
of your behavior.
The attitudes and thoughts you choose are the most
powerful assets in controlling your response to a
situation.
Declare a positive outcome before you begin the
interaction.
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7. Self Control
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Be aware of your personal perceptions, biases and
reactions.
Ask yourself whether you are becoming defensive
and annoyed.
Are you breathing fasters, thinking of inappropriate
comments?
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8. Basic Counseling Skills
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Calm the customer with basic counseling skills.
A difficult customer will not behave calmly and
rationally until they vent the underlining emotions.
Difficult customers are angry, confused, frustrated
because of an unmet need. This is expressed
emotionally.
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9. Basic Counseling Skills
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Maintain a neutral, nondefensive stance.
 Learn to breath again
 Stay focused on the problem not the attack
 “You” is not really “You”; it’s the situation.
Active Listening
 Paraphrase your understanding- in your own words.
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10. Basic Counseling Skills
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The Mirror Effect
 Reflect the customers feelings by empathizing with the
emotions presented.
 “I” puts you in their shoes, “I” diminishes defensiveness.
 “ I can understand why you are angry ”
 “ I understand your disappointment ”
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11. Diagnose & Analyze
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Diagnose and analyze the situation
Elicit information using “open questions”
 What are your specific concerns?
 What info. Can you share with me so I can help you?
 Which part of the agreement does not work?
 What would you like to see happen?
 How would you like to resolve the situation?
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12. What I CAN do!!!
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Help the customer understand alternatives and
consequences.
Communicate company policy and constraints that
apply.
Positively state what will be done, when and how.
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13. THE OTHER INTEGRITY
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Integrity is commonly defined as doing the right
thing.
Integrity is also defined as being whole.
 Make sure to follow up and follow through
 Keep your word and when you can’t – honor it by staying in
communication.
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14. SEE, I can do it
SEE
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Surrender
Enjoyment
Enthusiasm
One or a combination of these elements must be present to
get best out of your day and your interactions.
These states of being are powerful tools in accessing a state of
presence.
They allow for true understanding of the role you play in any
given situation.
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