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Dealing with difficult Customers Training Guide Duration: 1h 30 min By: Florence Vorster

Dealing with a difficult customer

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Page 1: Dealing with a difficult customer

Dealing with difficult CustomersTraining Guide

Duration: 1h 30 minBy: Florence Vorster

Page 2: Dealing with a difficult customer

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It is a fact that no organisation will always get it right and so an inevitable part of the job is dealing with customers who have been upset or disappointed with our service.  Because of the emotion involved these customers can be challenging. Our role as advisers is to focus on solving the problem in a calm and professional way.“Be Part of the Solution, not part of the problem”

The first area is to allow the customer to vent their feelings. It is unreasonable and inappropriate for us to interrupt a customer and ask them to “calm down” when they may have been trying to solve this problem for days!

By using the following guidelineswe are going to teach ourselves to

handle difficult customers

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The Off-loader

• This interesting caller will have no legitimate grievance against your enterprise. Rather, he or she will have suffered a recent personal strain and, without anybody else to vent to, will turn to taking their grievance out you. This frequently involves amplifying the most minor of complaints right out of proportion.

• This type of caller is among the most frustrating for a contact center agent; He or she will likely have encountered legitimately furious customers in the past, and may feel that to “mollycoddle” their Off loader is a waste of time and energy. Even so, the caller should be taken as seriously as possible, and formally empathetic language should be used at all times.

The Legitimate Grievance

• Mistakes happen; it’s a fact of life, and it’s forgivable. But, from time to time, corporations miss their service level agreements by such a margin that even the most experienced of inbound agents has difficulty believing the magnitude of the failing.

• The Legitimate Grievance is far and away the most important Customer. You have severely failed your customer and, should the case be exposed to your superior your could be serious trouble.

The Vulgarian

• Ah, the Vulgarian: a fascinating specimen, easily identifiable through its signature high pitch and generous use of profanity.

• Paradoxical as it sounds, many agents look forward to receiving calls from this type of customer. The reason?

• Since corporations’ duty of care towards their employees includes protection from client abuse, the rare emergence of the Vulgarian appears to present the opportunity to terminate the call.

• How ever the reward will be when the client apologies after the solution is approved

The Threat-Maker

• Of course, most agents have dealt with enough Threat-Makers to know that, despite their dogged self-conviction, the vast majority of threats levied are as empty as a church on Monday morning. Even so, many telephone staff find this complainant’s tactics the most provocative of any irate caller.

• Sticking to one’s guns is the key to success over the Threat-Maker; offering inappropriate compensation will serve only to encourage future complaints. Moreover, it’s important to remember that, regardless of how unpleasant he or she might be as a person, each and every one of your customers is an essential source of revenue for your business.

YOUR 4 TYPES OF ANGRY CUSTOMERS

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PAUSE

STEP 1

Allows the customer to express themselves and vent their emotion. Anything we say at this point will only serve to fan the flames.

LISTEN

An angry customer will have been thinking for some time about what they are going to say when they get through. They may have mentally rehearsed it too. The last thing they will want is an interruption. It is vital that we really listen to this customer as this customer will not appreciate having to repeat themselves. So allow them to explain what has happened and listen carefully to get the details.

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STEP 2

Acknowledge

This is our chance to show empathy and todemonstrate that we are taking the customer seriously.

We are not accepting any liability when we apologise, but we are expressing our sympathy that someone is upset. It needs to be sincere and well timed 

Apologize

I’m so sorry that you feel this way, Mrs. Brown…” “I’m so sorry to hear about this, Mrs. Brown…”

“I completely understand how you feel, Madam…”

“I do understand the inconvenience you’ve faced, Sir/Madam…”

“I’m so sorry to hear about this, Mrs. Brown…”

“I am more than happy to help you, Mrs. Brown…”

• I am sorry you have had that experience

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Clarify

STEP 3

We need to understand the detail to make sure that we fully understand the issues. We need todo this with tact and patience. It is also worthexplaining to the customer why you need to askthese extra questions. Remember the customermay have explained this before! 

Use a tone that conveys that you are taking the customer’s issue seriously, but then try adjusting it gradually so when you are presenting the solution options you are upbeat and positive. Good news delivered in the wrong tone will still sound like bad news!

Tone

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Respond

Having diffused the emotion, taken the issue seriously and understood the detail, now we are ready to respond. Our response needs to be positive and appropriate. We also need to ensure that we are not over promising. If you say you’re going to do something, ensure you do it-or you will have a really difficult customer to deal with.

Solve

Customers have little or no interest in your company policy, even though we have to adhere to them. It is of no use to explain them to the irate customer. Instead explain what we are able to do and try to present this as a choice for the customer.

What I’ll do right now is…” “Let me see how I can fix this, Mrs. Brown…”

“I recommend that you (insert action here), Sir/Madam, so that I can take further action without delay.”

• For the quickest resolution, I would request you to…”

• “As a solution, may I suggest that…?”

STEP 4

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 This is our opportunity to thank the customer for a couple of things.   Giving us a chance to fix their problem Bringing it to our attention Their patience

“We really do appreciate this feedback, Mrs. Brown…”

“Thank you so much for your patience/understanding, Mrs. Brown…” Just like the apology we need to be sincere and appropriate.

There is an opportunity to impress the customer if this part comes in a follow up call.   “May I arrange for a follow up, at a time most convenient for you?”

THANK

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How to Handle Profanity on the Phone in the WorkplaceIn a culture that adopts the motto "The customer is always right," people sometimes get the idea that it is acceptable behavior to curse at a company's employees over the phone. "

While you should always attempt to work with the customer, you should never put up with verbal abuse.

Always try to defuse the situation

Step 1Reassure the customer that you understand his problem and are working to solve it. Use reflective listening skills. For example, you might say, "It sounds like you are angry that this is the third time you've had to contact customer service about this issue. I understand this is frustrating." This technique will often help an aggravated customer to calm down and stop using profanity

Step 2Avoid arguing with the person, as this will only escalate the cursing. For example, if the person says, "I want to cancel my service now," and you say, "Yes, but first you'll need to speak to a manager," the behavior will likely increase. Instead, say, "Okay, I can cancel your service for you. Let me tell you what you'll need to do. Are you ready?“

Step 3Ask the person to stop using profanity if the behavior continues. Some people don't realize how out-of-control their speech is or simply have poor speech habits. Telling the customer, "I'd feel more comfortable if you didn't use those words during our conversation" will help some people to stop cursing and speak respectfully.

Step 4Give the person a warning if he continues to curse after you have let her know it is not acceptable. Tell her, "If you continue to use these words, I'm going to have to ask you to call back later when you feel calmer." Then continue your side of the conversation and hope for the best.

Step 5Discontinue the call if the customer continues to use profanity. Make a note of the date, time of call, issue and customer name along with the details of the conversation so that you can provide documentation if the termination of the call is reported to your supervisor.

“I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the kind of language you are using right now…”

“You seem very upset, Mrs. Brown. Would you prefer to continue this conversation through email or post?” “I apologize, Mrs. Brown, but if you continue to use this language, I will be forced to end this call.”

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Key Learnings  Allow a customer to vent their frustration Really listen to them and seek clarity where

necessary Never react with emotion Choose your attitude Be sincere and authentic Present solutions in a positive way Give customers choice Always follow through. We want the customer to feel We don’t want the customer to feel

ReassuredThey have been listened to

We careImpressed with our handling of the issue

No trustFobbed off

They don’t matterEven more disappointed

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How will I deal with Difficult customers ?by

Creating a L.A.S.Ting Impression

Listen

Apologize

Solve

Thank

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Created by: Florence Vorster

Role PlayingThe customer has placed an order for what they perceive as a big order. The order is worth R40 000 to the client .

You have placed the order on information supplied by the system that the stock is available.

The next morning you arrive at your desk to find the order under To modify: No Stock-Inventory has confirmed this.

Step 1: Phoning the client to inform them of the situation

Step 2: Dealing with the clients frustration and disappointment

Scenario 1

Each group has a few minutes to brainstorm their call and response to client

Apologize Solve Thank

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Scenario 2

Your Customer phones in , the system showed that the order is ready, they have sent their driver only to get told that the order is still under to pick, and the event is the next day. They still need to brand. They insist that you need to deliver the order immediately

Role Playing

Step 1: Defusing the situation

Step 2: Solving the Problem

Listen Apologize Solve Thank

Each group has a few minutes to brainstorm their call and response to client

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Scenario 3

You have given your client an expected arrival date for a very big Tender. The date has now been exceeded, the system is still showing the same date and the stock is now stuck in customs. The client is furious as it is 3 weeks later and we are still telling the customer that the delay is at customs. The clients , client, is now threating to cancel the order.

Role Playing

Each group has a few minutes to brainstorm their call and response to client

Listen Apologize Solve Thank

Step 1: Defusing the situation

Step 2: Solving the Problem