Handling the Difficult Handling the Difficult CustomerCustomer
Best Responses Best Responses What to say – and what not to What to say – and what not to
say!say!
Two major obstacles in a service professional’s job
Customer problems Angry customers
These conflicts are a natural part of service.
Four Basic Customer Four Basic Customer ExpectationsExpectations
To be listened toTo be listened to
To be cared forTo be cared for
To be understoodTo be understood
To be treated fairlyTo be treated fairly
Three Approaches in Dealing Three Approaches in Dealing with Service Conflictswith Service Conflicts
ApproachApproach AggressiveAggressive - -
direct/controllingdirect/controlling PassivePassive - -
indirect/submissiveindirect/submissive AssertiveAssertive - -
direct/working direct/working togethertogether
ResultEscalates conflict
Passes the buck/finger points
Resolves conflict
The Gifts of ConflictThe Gifts of Conflict
Instills personal satisfactionInstills personal satisfaction Provides a challengeProvides a challenge Inspires creativityInspires creativity Improves personal skillsImproves personal skills Restores customer goodwillRestores customer goodwill Creates a positive image…for Creates a positive image…for
you and your organizationyou and your organization
Difficult PersonalitiesDifficult Personalities
Bullies
Know it Alls
Blamers
In Problem Situations, In Problem Situations, the Customer may:the Customer may:
A ……calmly describe the calmly describe the
problem and ask for helpproblem and ask for helpB ……be accusatorybe accusatoryC ……be angry, defiant, be angry, defiant,
demanding, or demanding, or
unreasonableunreasonable
To To Hose DownHose Down Customer Customer Hostility:Hostility:
remain calm and portray a ‘caring attitude’remain calm and portray a ‘caring attitude’ restate the customer’s concernrestate the customer’s concern never take it as a personal attacknever take it as a personal attack
Remember the Q-Tip Tip:Remember the Q-Tip Tip:QQuituitTTaking aking IIt t PPersonalersonal
Acknowledge Problems by:Acknowledge Problems by: ……using the complaint as valuableusing the complaint as valuable information to solve the probleminformation to solve the problem ……viewing the complaint as an opportunity viewing the complaint as an opportunity
to improve serviceto improve service ……remembering mistakes will happen and remembering mistakes will happen and
can result in greater customer respect and can result in greater customer respect and cooperation cooperation
Remember…you cannot please everyone but Remember…you cannot please everyone but you can always be professional!you can always be professional!
Apologizing PointersApologizing Pointers
1. Misunderstandings be sincere personalize
2. Mistakes state the reason
avoid excuses
3. Inconveniences be timely be natural
When Customers are Angry, When Customers are Angry, They may Feel:They may Feel:
WorriedWorried AbusedAbused StubbornStubborn InpatientInpatient ConfusedConfused IrateIrate DisconnectedDisconnected
In Angry Situations:In Angry Situations:
……remain cool, calm, and collectedremain cool, calm, and collected ……communicate positivelycommunicate positively ……be solution oriented be solution oriented
Soothing the Angry CustomerSoothing the Angry Customer
Don’t take comments/insults personallyDon’t take comments/insults personally– remain cool, calm and collectedremain cool, calm and collected
Never interrupt the customerNever interrupt the customer– be patient and listenbe patient and listen
EmpathizeEmpathize Stay focused Stay focused
Always “think” before you Always “think” before you “speak!”“speak!”
Seven Responses to Seven Responses to Douse the Douse the FireFire
““Let’s go over what’s happened.”Let’s go over what’s happened.” ““Let’s get together to talk about this.”Let’s get together to talk about this.” ““Let’s have someone else hear what’s Let’s have someone else hear what’s
happened.”happened.” ““Let’s see what we can do to resolve this.”Let’s see what we can do to resolve this.” ““Let’s hear how you think we should solve Let’s hear how you think we should solve
this.”this.” ““Let’s talk about ways to prevent this from Let’s talk about ways to prevent this from
happening again.”happening again.”
Use “Let’s” to douse the Use “Let’s” to douse the firefire!!
When You’re Fuming:When You’re Fuming: ……relaxrelax ……keep perspectivekeep perspective ……lower the volumelower the volume ……let go…afterwardslet go…afterwards ……work it offwork it off ……never let them see you sweat or outnever let them see you sweat or out
of controlof control
In the Company of Anger:In the Company of Anger:……don’t join itdon’t join it……calm downcalm down……show compassionshow compassion……listen more than talklisten more than talk……don’t make it a contestdon’t make it a contest
Avoiding Anger AltogetherAvoiding Anger Altogether
Track your triggersTrack your triggers Identify what you can Identify what you can and and
cannot change, then take cannot change, then take
actionaction Get healthyGet healthy Be preparedBe prepared
Coping StrategiesCoping Strategies Know your optionsKnow your options Don’t take it personallyDon’t take it personally Ask non-threatening questionsAsk non-threatening questions Make small talkMake small talk Call for back upCall for back up Regroup Regroup Breath slow and deepBreath slow and deep Maintain your professionalismMaintain your professionalism Enjoy healthy pleasuresEnjoy healthy pleasures
Good Planning is the Key!Good Planning is the Key! Identify the types of unpleasant Identify the types of unpleasant
situationssituationsDiscuss each scenario Discuss each scenario Formulate a planFormulate a planRoll play responses Roll play responses PracticePractice
Be proactive vs. reactive!
“People who fight fire with fire usually
end up with ashes.”
-Abigail van Buren-
Situations Requiring Situations Requiring Service RecoveryService Recovery
Scheduled procedures/appointments that Scheduled procedures/appointments that don’t begin within a reasonable time.don’t begin within a reasonable time.
Meals that are delivered cold, late or Meals that are delivered cold, late or incorrect.incorrect.
Medications that are not administered on Medications that are not administered on time.time.
Test results that are late or have errors.Test results that are late or have errors. Rooms that fail to meet cleanliness Rooms that fail to meet cleanliness
standards.standards. Any situation that embarrasses, upsets, Any situation that embarrasses, upsets,
inconveniences, angers or disappoints a inconveniences, angers or disappoints a customer.customer.
What Not to Say!What Not to Say! I can’t do anything about it…sorry.I can’t do anything about it…sorry. You’re right—the service could beYou’re right—the service could be
better.better. You’ll have to call the supervisor.You’ll have to call the supervisor. We are short-handed, and I don’t We are short-handed, and I don’t
have time right now.have time right now. It’s not my fault. I didn’t work that It’s not my fault. I didn’t work that
shift.shift. It’s just the way we do things here.It’s just the way we do things here.
What to Say!What to Say! Let me see what I can do for you.Let me see what I can do for you. I apologize we did not meet your I apologize we did not meet your
expectations.expectations. I am very sorry for the inconvenience…I am very sorry for the inconvenience… let me fix it right away.let me fix it right away. Thank you for bringing this to my Thank you for bringing this to my
attention.attention. That’s a good question, however, my That’s a good question, however, my
experience has proven this procedure experience has proven this procedure works better for the patient.works better for the patient.
What to Say…What to Say…
How may I make this better for you?How may I make this better for you? Let me research this, and I will follow-Let me research this, and I will follow-
up with you. up with you. (be specific on the time)(be specific on the time) I see your point. This is how I can help.I see your point. This is how I can help. Thank you for letting me know. I will Thank you for letting me know. I will
notify the other department as soon as notify the other department as soon as I leave your room.I leave your room.
When is the Best Time to do When is the Best Time to do Service Recovery?Service Recovery?
As soon as possible…while the As soon as possible…while the situation is still smoking!situation is still smoking!
Don’t be afraid to ask for help.Don’t be afraid to ask for help.
Learn from your experience.Learn from your experience.
Always be the bigger person and Always be the bigger person and take the higher road!take the higher road!
Two things you should never Two things you should never compromise?compromise?
1.1. What’s best for the patient.What’s best for the patient.
2.2. Your professional behavior!Your professional behavior!
Remember…Remember…
YOUYOU are are
Patients and Visitors are always Patients and Visitors are always listening and watching to see if your listening and watching to see if your
words match your behavior!words match your behavior!
