Dealing With Difficult Customers
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Strategies with dealing with difficult customers and staying in control of the situation.
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Dealing With Difficult Customers
- 1. HOSTILE CUSTOMERS Without Becoming One
- 2. PRESENTED BY: Jim Marteney Professor of Speech Communication Los Angeles Valley College
- 3. WHO ARE YOUR CUSTOMERS?
- 4. WHAT IS THE DIFFERENCE BETWEEN Upset Customer Difficult Customer
- 6. STRATEGIES FOR CONTROLLING AN UPSET SITUATION
- 7. DON’T ARGUE
- 9. AVOID CREATING MORE ANGER
- 10. WATCH YOUR WORDS Red Flag Words
- 12. 6 STEPS OF DEALING WITH UPSET CUSTOMERS Step One: Begin with a positive attitude Step Two: Let Customer Vent Step Three: Be Empathetic to the Customer Step Four: Demonstrate You Understand Step Five: Begin Active Problem Solving Step Six: Mutually Agree on the Solution
- 13. Step One: Begin with a positive attitude We are not born with an attitude.
- 14. Step One: Begin with a positive attitude Causes of poor attitude Low self esteem Fear Boredom Resentment Unresolved conflict
- 15. Step One: Begin with a positive attitude Keeping a Positive attitude Start each day fresh Enjoy the moment Surround with Positives
- 16. Step One: Begin with a positive attitude Two Types of People Fountains Drains
- 17. Step One: Begin with a positive attitude Glass half full?
- 18. Step One: Begin with a positive attitude Depends if you are Drinking or Pouring
- 19. Step One: Begin with a positive attitude “I see a glass that is twice as big as it needs to be.”
- 20. Step Two: Let Customer Vent Nothing can be solved while customer is angry
- 21. Step Two: Let Customer Vent Venting allows anger to subside
- 22. Step Two: Let Customer Vent Zip Your Lip Accept Anger Don’t take it personally Listen Carefully Never Say “Calm Down
- 23. Step Three: Be Empathetic to the Customer Whats the Difference between hearing and listening? Listening is a learned skill.
- 24. Step Three: Be Empathetic to the Customer 3 Levels of Communication Words 7% Paralanguage 38% Nonverbal 55%
- 25. Step Three: Be Empathetic to the Customer 2 Types of listening Deliberative Focus on Words Empathic Focus on Speaker
- 26. Step Four: Demonstrate You Understand Paraphrase
- 27. Step Five: Begin Active Problem Solving
- 28. Step Five: Begin Active Problem Solving Friendliness Understanding Fairness Information Options and Alternatives Control
- 29. Saying No Hard No Service No
- 30. Saying No Hard No “That’s not our policy.” “That’s not my job.” “I’m not allowed to do that.” “I have no idea.”
- 31. Saying No Service No Phrase 1 What I will do is... Phrase 2 What you can do
- 32. Step Six: Mutually Agree on the Solution
- 33. Remember
- 34. Remember Make customer part of solution Ask Informative questions Don’t display power Look for underlying reasons Be professional
- 35. CUSTOMER SERVICE “The Apple Way”
- 36. CUSTOMER SERVICE “The Apple Way”
- 37. There are: 326 Apple Stores 60,000,000 customers
- 38. Apple Stores had more customers than Walt Disney’s 4 largest theme parks.
- 39. Apple deals with angry, frustrated customers
- 40. The A’s of Apple Service
- 41. The A’s of Apple Service A - Acknowledge that their concerns are valid
- 42. The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes
- 43. The A’s of Apple Service A - Acknowledge that their concerns are valid A - Align with the customer, agreeing that you would feel the same in their shoes A - Assure the customer that you will be able to solve their problem to their satisfaction
- 44. Emergency First Aid for Emotional Customers
- 45. Look for Underlying Cause of Reaction. Frustration Fear Confusion
- 46. Reassure the Customer that You are Here to Help
- 47. Listen and limit your responses “Uh-huh” “I understand”
- 48. Apologize when Appropriate “On behalf of Apple, I would like to apologize for...”
- 49. Are you feeling anxious? Is your breathing getting shorter and faster? Take deep controlled breaths
- 50. Take Notes Even when customer venting Save time later Help listening without interrupting
- 51. Acknowledge the customer’s underlying reactions “I can certainly understand how frustrating this can be.” “I know this can seem very confusing.”
- 52. Remember
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