working with difficult customers

WORKING WITH DIFFICULT CUSTOMERS

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CUSTOMER SERVICE

(C) All rights reserved by Alejandro Ortega

WORKING WITH DIFFICULT CUSTOMERS

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THE ANATOMY OF A DIFFICULT CUSTOMER

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Difficult customers are angry, confused and sometimes frustrated because of

an unmet need.

This is expressed emotionally.


UPSETS FORMULA4

Unfulfilled Expectations Thwarted Intentions

Undelivered Communications _______________________________ UPSET

One or a combination of these elements is present.

You did not create this, upsets are personal and created by the person who is upset.


Dealing with UPSETS5

Know your job Policies and procedures Products, services, benefits and features

Know what you cancan do Wiggle room

Respect the emotions that come with upsets Acknowledge Appreciate the problem as an opportunity Stay detached yet empathetic


Self Control6

Self awareness allows you to choose calm and control of your behavior.

The attitudes and thoughts you choose are the most powerful assets in controlling your response to a situation.

Declare a positive outcome before you begin the interaction.


Self Control7

Be aware of your personal perceptions, biases and reactions.

Ask yourself whether you are becoming defensive and annoyed.

Are you breathing fasters, thinking of inappropriate comments?


Basic Counseling Skills8

Calm the customer with basic counseling skills.

A difficult customer will not behave calmly and rationally until they vent the underlining emotions.

Difficult customers are angry, confused, frustrated because of an unmet need. This is expressed emotionally.



Maintain a neutral, nondefensive stance.

Learn to breath again Stay focused on the problem not the attack “You” is not really “You”; it’s the situation.

Active Listening

Paraphrase your understanding- in your own words.



The Mirror Effect

Reflect the customers feelings by empathizing with the emotions presented.

“I” puts you in their shoes, “I” diminishes defensiveness.

“ I can understand why you are angry ” “ I understand your disappointment ”


Diagnose & Analyze11

Diagnose and analyze the situation

Elicit information using “open questions”

What are your specific concerns? What info. Can you share with me so I can help you? Which part of the agreement does not work? What would you like to see happen? How would you like to resolve the situation?


What I CAN I CAN do!!!12

Help the customer understand alternatives and consequences.

Communicate company policy and constraints that apply.

Positively state what will be done, when and how.


THE OTHER INTEGRITY13

Integrity is commonly defined as doing the right thing.

Integrity is also defined as being whole.

Make sure to follow up and follow through Keep your word and when you can’t – honor it by

staying in communication.


SEESEE, I can do it14

SurrenderSurrenderEnjoymentEnjoymentEnthusiasmEnthusiasm

One or a combination of these elements must be present to get best out of your day and your

interactions. These states of being are powerful tools in accessing

a state of presence. They allow for true understanding of the role you

play in any given situation.


working with difficult customers

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