The Angry

Customer…

And other difficult customer service situations

Objectives…

•Participants will gain an understanding of the importance of a clear and consistent behavior policy.

•Participants will learn about key emotional triggers that can escalate a difficult customer interaction.

•Participants will learn to employ active listening techniques to diffuse volatile customer service interactions.

•Participants will learn to distinguish between eccentric and disruptive behaviors.

Why do customers get angry?

Why is it hard to serve an angry customer?

We are in the business of satisfying the customer’s need to know…

Why do we have a clear behavior policy?

Why do we provide training for dealing with confrontational customers?

Understanding Emotional Escalation

Homer is having a doughnut craving.

Homer looks everywhere for the box of doughnuts he just bought.

He continues looking but cannot find them. He is very disappointed.

He disappointment turns into frustration as he realizes what might have happened to them.

He lashes out at the object of his anger!

How can we avoid this kind of negative interaction?

Customer

Complaint

Form

Avoid the emotional triggers

Actively listen to the customer

Work to calm the angry customer?

Other difficult customer service situations…

Customers with potentially difficult behaviors

Is eccentric behavior problem behavior?

What are some disruptive behaviors?

What if we encounter illegal behaviors?

What do I do about public drunkenness?

Do you have any questions?