Handle Irate Customers

The Challenging CustomerThe Challenging Customer

Customer Service Training

Upon completing this segment, the learner

will be able to...

Upon completing this segment, the learner

will be able to...Understand the importance of feelings

in dealing with challenging customers.Demonstrate the DEFUSE steps to

manage the irate customer.Determine when and how to

respond with empathy.

In addition, the learner will be able to...

In addition, the learner will be able to...

Determine when and how to use open-ended and closed-ended questions.

Exhibit the AIR skills in managing various challenging customer types.

D-E-F-U-S-E The Irate Customer

D-E-F-U-S-E The Irate Customer

The following six stepswill help you to

successfully manage the

irate customer.

D-E-F-U-S-E The Irate Customer

D-E-F-U-S-E The Irate Customer

“D” is for “Don’t lose your cool”.

Don’t take things personally. Listen.Take Notes.Stay Committed to the

Customer.

D-E-F-U-S-E The Irate Customer

D-E-F-U-S-E The Irate Customer

“E” is for “Encourage venting”. Listen.Don’t Interrupt.Give “Verbal Nods”.

D-E-F-U-S-E The Irate Customer

D-E-F-U-S-E The Irate Customer

“F” is for “Focus on feelings”.

Use empathy. Apologize blamelessly on

behalf of the company. Offer to help.

What is Empathy?What is Empathy?

Empathy is “identification with and

understanding of another’s situation,

feelings, and motives”.

(American Heritage Dictionary, 1992)

Tips For Using EmpathyTips For Using Empathy

Use empathy when a customer is exhibiting a strong emotion.

Make sure your tone is calm and understanding.

Be genuine.

D-E-F-U-S-E The Irate Customer

D-E-F-U-S-E The Irate Customer

“U” is for “Uncover the facts”.Ask questions.Fill in the information

gaps.

D-E-F-U-S-E The Irate Customer

D-E-F-U-S-E The Irate Customer

“S” is for “Suggest a solution”.Don’t make excuses for the problem.Keep the customer involved. Let the customer know

what YOU intend to do to solve the problem.

D-E-F-U-S-E The Irate Customer

D-E-F-U-S-E The Irate Customer

“E” is for “End positively by checking”.

Make sure that the customer understands the action plan.

Thank the customer.Use your companies

closing script.

The 6 Steps Made Even Easier...

The 6 Steps Made Even Easier...

A-I-R it out by...Acknowledging the customer

with human feelings. Inquiring about the problem

and feelings.Responding to the issues

and feelings.

Other ChallengingCustomer Types

Other ChallengingCustomer Types

The Chatty CustomerThe Chatty Customer

Remember that satisfying the customer’s need is more important than expediting the call.

Hear the customer out initially.Keep the customer focused by

asking closed-ended questions.

.

Do’s For Managing The Hard-to-Understand

Customer

Do’s For Managing The Hard-to-Understand

Customer

Inquire if there is anyone else you can talk to.

Speak slowly and clearly.Paraphrase back to ensure that

you understand what the customer is saying.

Don’ts for Managing The Hard-to-Understand

Customer

Don’ts for Managing The Hard-to-Understand

Customer

Don’t mimic the customer’s accent.Don’t use broken language or slang.Don’t talk louder.Don’t inquire if they speak

English.

The Confused CustomerThe Confused Customer

Offer more guidance.Keep your explanations simple

and brief.Eliminate all technical language

or cable jargon.Be patient!

The Chronic ComplainerThe Chronic Complainer

Actively listen and paraphrase what you have identified as the main points.

Resist the temptation to apologize.Ask how the customer thinks the

problem should be solved.Focus the customer on

the action plan.

The Aggressive Customer(a.k.a. “The Bully”)

The Aggressive Customer(a.k.a. “The Bully”)

Allow him/her to vent.Don’t argue.Use knowledge and facts.Get straight to the point.

The Know-It-All CustomerThe Know-It-All Customer

Get straight down to business.Rely on your product and

company knowledge. Let him/her know that you are

aware of his/her expertise and are willing to learn from it.

The Silent Customer(a.k.a. The “Brick Wall”)

The Silent Customer(a.k.a. The “Brick Wall”)

Don’t feel compelled to “fill in” the silence.

Encourage talking by asking open-ended questions.

Be patient!

Now, do you feel more equipped to manage

challenging customer situations?

Now, do you feel more equipped to manage

challenging customer situations?