CHAPTER SEVEN

Handling Difficult Customer

Encounters

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LLEARNINGEARNING O OBJECTIVESBJECTIVESRecognize different personality types

Use Emotion-Reducing Model

Determine strategies to use

Exhibit confidenceDevelop internal customer relationships

Use 5-step Problem-Solving Model

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DDIFFICULT IFFICULT CCUSTOMERSUSTOMERSLack knowledgeDissatisfied with products/servicesDemandingTalkativeInternal customers with special requestsESOLElderly who need assistanceDisabilities

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WWHY HY PPEOPLE EOPLE BBUYUYNeedsWantsEmotional reactions

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MASLOW’S HIERARCHY OF NEEDSSELF

ACTUALIZATION

ESTEEM

SOCIAL

SAFETY

PHYSIOLOGICAL

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EEMOTION-MOTION-RREDUCING EDUCING MMODELODELCustomer-Focused

Message

Customer-FocusedMessage

Customer-FocusedMessage

Problem Resolution

Customer Emotion Emotional Situation

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AANGRY NGRY CCUSTOMERS (1)USTOMERS (1)

Be positiveAcknowledge feelings or angerReassureRemain objectiveDetermine the cause

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AANGRY NGRY CCUSTOMERS (2)USTOMERS (2)

Listen activelyReduce frustrationsNegotiate a solutionConduct follow-up

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DDISSATISFIED ISSATISFIED CCUSTOMERSUSTOMERSListenRemain positiveSmile, give name, offer assistanceDon’t make excusesBe compassionateAsk open-ended questionsVerify informationTake appropriate action

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IINDECISIVE NDECISIVE CCUSTOMERSUSTOMERS

Be patientAsk open-ended questionsListen activelySuggest other optionsGuide decision making

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DDEMANDING EMANDING OOR R DDOMINEERING OMINEERING CCUSTOMERSUSTOMERS

Be professionalRespect the customerBe firm and fairTell what you can do

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RRUDE UDE OOR R IINCONSIDERATE NCONSIDERATE CCUSTOMERSUSTOMERS

Remain professionalDon’t resort to retaliation

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TTALKATIVE ALKATIVE CCUSTOMERSUSTOMERS

Remain warm and cordialAsk specific open-ended questionsUse closed-ended questionsManage the conversation

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IINTERNAL NTERNAL CCUSTOMERSUSTOMERS

Stay connectedMeet all commitmentsDon’t sit on emotionsBuild professional relationshipsAdopt good-neighbor policy

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AADOPTING DOPTING GGOOD-OOD-NNEIGHBOR EIGHBOR PPOLICYOLICY

Avoid gathering/loud conversationsMaintain grooming and hygieneDon’t abuse call forwardingAvoid unloading personal problemsAvoid office politics and gossipPitch inBe truthful

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PROBLEM-SOLVING PROCESSPROBLEM-SOLVING PROCESS

Identify theProblem

Compileand

Analyzethe Data

Identifythe

Alternatives

Evaluatethe

Alternatives

Makea

Decision

Monitorthe

Results