# Presentation: 057843

## Difficult Customers & Situations

- Module 5

- Module 5

## Learning Objectives

- Identify methods for diffusing customer anger or hostility
- Develop strategies for handling difficult customers
- Identify situation that tend to be difficult  and develop strategies to diffuse them

- Module 5

## Difficult Customer Situations

- Listen
- Empathize

- Module 5

## Difficult Customer Situations

- Respond professionally
- Recognize underlying factors

- Module 5

## Difficult Customer Situations

- Ask questions
- Give feedback
- Summarize

- Module 5

## Limited English Speaking

- Be patient and concentrate
- Speak slowly and distinctly
- Be extra courteous

- Avoid using slang or industry jargon
- Speak in a normal tone of voice
- Reiterate what has been said

- Module 5

## Long-Winded Caller

- People will monopolize another’s time on the telephone

- Module 5

## Argumentative Customers

- Speak softly
- Ask for their opinion
- Take a break – don’t’ get drawn in

- Module 5

## Verbally Abusive Customer

- Remain calm
- Let the customer know the consequences, calmly and objectively

- Module 5

## Threatening Customers

- Threats can be an attempt to intimidate you.
- Keep calm and keep                        your responses focused                     on the issue at hand.

- Module 5

## Hostile/Angry Customers

- An angry customer is most likely _not_ angry with you.

- Module 5

## Hostile/Angry Customers

- Wait until their hostility peaks and then begins to cool.

- HOSTILITY CURVE

**Slow Down**

**Supportive**
**Comments**

**Cool Down**

- Take off

**Rational Behavior**

**Problem Solved**

- Module 5

## Hostile/Angry Customers– Strategy

- Listen
- Empathize
- Apologize
- SERVICE
- Summarize

- Module 5

## Group Activity

- Module 5

## Saying “No”

- Sometimes you have to say “no,” but if you do it right, you can still get a “thank you” for your service

- Module 5

## Strategies for Saying “No”

- Explain why it can’t be done
- Don’t quote policy
- Don’t be patronizing
- Offer alternatives when you can
- Avoid making excuses
- Eliminate negative phrases
- Don’t mention other/similar complaints

- Module 5

## Safety and Security

- Child Support offices can be targets for:
- Theft
- Unauthorized entry and access
- Threats
- Physical abuse   and harm

- Module 5

## Strategies for Safety and Security

- Door Codes
- Closed-circuit television cameras
- Always leave yourself an escape route
- Construct “natural” barriers to separate
- ID Badges
- Panic Button in interview rooms
- Security guards

- Module 5

## Summary & Conclusions

- Methods for diffusing the anger and hostility of customers
- Strategies for handling difficult customers
-  Strategies for handling difficult situations

- Module 5

## Learning Objectives

- Summarize the major workshop topics
- Identify significant learnings and how you will apply your learning
- Complete an evaluation of  the workshop

- Module 5

## Workshop Summary

- Concepts of High-Quality Customer Service
- Communications Skills
- Winning Telephone Techniques
- Difficult Customers and Situations

- Module 5

## Thank You For Coming....

- Susan Greenblatt, Deputy Director
- Office of State, Tribal and Local Assistance
- Charlene Butler, Senior Trainer,
- National Training Center

- Module 5