handle irate customers
Post on 29-Nov-2014
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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?
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