How to Deal with Difficult, Angry, and Upset Customers and Still Remain Calm | Dr. Kevin Hairston | Skillshare

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How to Deal with Difficult, Angry, and Upset Customers and Still Remain Calm

teacher avatar Dr. Kevin Hairston, Leadership & Self- Development Courses

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

23 Lessons (1h 2m)
    • 1. Handling a Difficult Customer

      0:41
    • 2. HDC1

      0:34
    • 3. HDC2

      5:30
    • 4. Module 02 Case Study

      0:38
    • 5. HDC3

      7:26
    • 6. Module 03 Case Study

      0:36
    • 7. HDC4

      5:00
    • 8. Module 04 Case Study

      0:40
    • 9. HDC5 (2)

      5:35
    • 10. Module 05 Case Study

      0:35
    • 11. HDC6

      5:34
    • 12. Module 06 Case Study

      0:40
    • 13. HDC7

      7:32
    • 14. Module 07 Case Study

      0:34
    • 15. HDC8

      5:10
    • 16. Module 08 Case Study

      0:39
    • 17. HDC9

      6:40
    • 18. Module 09 Case Study

      0:39
    • 19. HDC10

      3:41
    • 20. Module 10 Case Study

      0:38
    • 21. HDC11

      2:15
    • 22. Module 11 Case Study

      0:37
    • 23. Closing

      0:20
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About This Class

Course Overview

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Course Fast Facts

  1. Easy to follow and understand
  2. Only 6 to 8 hours of study is required
  3. Unlimited, lifetime access to online course
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time
  6. Download printer friendly course content

Course Outline

Module One: Getting Started

Module Two: The Right Attitude Starts with You

Module Three: Stress Management (Internal Stressors)

Module Four: Stress Management (External Stressors)

Module Five: Transactional Analysis

Module Six: Why are Some Customers Difficult

Module Seven: Dealing with the Customer Over the Phone

Module Eight: Dealing with the Customer in Person

Module Nine: Sensitivity in Dealing with Customers

Module Ten: Scenarios of Dealing with a Difficult Customer

Module Eleven: Following Up with a Customer once you have Addressed Their Issue.

Module Twelve: Wrapping Up

Meet Your Teacher

Teacher Profile Image

Dr. Kevin Hairston

Leadership & Self- Development Courses

Teacher

Hello, I'm Dr. Kevin Hairston,  I have had the pleasure of serving as a Senior Pastor, Author, Business Consultant, and Self-Develoment Coach. I am a native of Columbus, Ohio, where I graduated from Independence High School. After receiving a degree in Political Science from The Ohio State University. Later, I attended Trinity Lutheran Seminary where I obtained a Master’s degree in Theological Studies. I received a Doctorate in Ministry from United Theological Seminary in Dayton, Ohio. . 

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Transcripts

1. Handling a Difficult Customer: with world. Be a great place if every customer was a pleasure to deal with. We all know that it's not a reality, so learn the best way to handle difficult customers. Through our workshop, your participants will learn how to build report, improve stress management and recognizing your customers body language. By utilizing our handling a difficult customer workshop, your participants will improve customer service skills, increased productivity and decreased customer complaints. You're participants will develop in person and over the phone techniques to addressing complaints and generate return business. With this workshop, even the most demanding of customers will be handled with poise. 2. HDC1: handling a difficult customer module. One getting started. At first glance, handling a difficult customer may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills toe handling difficult people in situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life. Implementing the guidelines in this module is the first step in a process towards forever changing how you interact with others. 3. HDC2: module to the right attitude starts with you. Giving a positive mental attitude in the face of difficulty isn't easy. In fact, according to psychologists, our brains seem to be hardwired to focus on the negative, as studies have shown, however, here, some positivity to focus on. Many studies have also demonstrated that cultivating an attitude of gratitude and engaging in regular exercise and meditation have dramatic effects on our sense of well being. Be grateful. It's natural and easy to focus on the negative things that happen in our lives. When a reckless driver cuts you off on the highway, your pulse races and your adrenaline begins to flow. Maybe you start to shake, and it's likely that this feeling stays with you for a while, However, the good things in life often escape our notice, whether it's the person who greasy with a smile or holds the door open for you. Taking note of the good things in your life involves a conscious decision, but it has a huge payoff. Oprah Winfrey once noted that the single most important thing she's ever done was to write down five things that she's grateful for in a journal at the beginning of each day, and the science backs her up. Psychologist from the University of California and Miami performed an experiment in 2000 and three that found that keeping a daily journal of what you're grateful for can increase your own sense of well being throughout your life. Make gratitude a habit. Sustaining a positive outlook requires consistent practice. If taking a moment to know what's going right can give you a good feeling, imagine the cumulative effect of doing so daily. In order to do so, you have to cultivate the habit, forming a habit. Use a reminder, for example, at the beginning of your work day before or after you clock in. Let this act is acute to list five things you're grateful for in a Gratitude journal. Have a routine try to write in your Gratitude Journal at the same time every day. Reward yourself. Although developing a cumulative sense of gratitude is its own reward, the act of setting up a specific reward helps to divide a large task into many small tasks . For example, for after a week of successively keeping your journal pick a small reward for yourself, doing something consistently becomes automatic over time, but that time can vary between 18 and 254 days. To do so, the average amount of time to make a habit automatic is around two months. If you miss a day, don't beat yourself up. Take note, however, why you missed it as well as any strategies to counter act whatever caused you to miss it. Be aware that a change in routine can disrupt habitual behavior and may require the development of a new reminder and routine. Keep your body healthy. Regular exercise is crucial for producing a positive attitude. It stimulates the production of pleasure chemicals in our brain called endorphins and has been shown to combat depression effectively. Important aspects of good exercise never exercise beyond your physical capabilities. The ideal exercise plan includes flexibility, strength, balance and endurance training. Drink plenty of water. Vary your routine from time to time by replacing old exercises with the ones. Avoid exercise within the three hours before you go to sleep in vogue. Inner peace Cultivating positive thinking is also a process of invoking inner peace Within . Here are some ways to do so. Identify negative and automatic thoughts, encounter them with alternatives Typically, these thoughts frame situations in terms of black and white and eager or terms. They also tend to make logical leaps. For example, your boss may have a look of disapproval. An automatic thought might be to assume she is angry because you relate to work. But you were only late to work by a couple of minutes, and you're always on time, if not early. So it's ridiculous that your boss should be so angry and the train of assumptions can go on indefinitely. When you encounter such thoughts, reframe your assessment from terms that this is the case to. This may be the case. Along with other possibilities. Consider other possibilities, including those that have nothing to do with you. Practice reality testing by asking your boss if she is upset with you and what you can do to improve the situation. Practice meditation regularly. This helps you to focus on the moment as well. US to feel more relaxed and even doing as little as 10 minutes a day can have powerful effects throughout the day. Keep a journal of your thoughts and feelings. This convey particularly helpful during the times of stress. It can help you to both articulate and organize your thoughts. One study found that writing about an intensely positive experience for three consecutive days still contributed to positive moods. Three months later. Source. Burton Chat Em and King Laura, a 2000 and four. The health benefits of writing about intensely positive experiences. Journal of Research in Personality Volume 38. Schedule Time for play Make sure to take time to relax and enjoy life on a regular basis. This will not only help develop a positive outlook, but also increase your creativity. Case study. Monica was experiencing some big challenges in her life. She had just graduated from college with a mountain of student loan debt. She had no job. Despite the fact she had been looking for months. Our savings was dwindling fast, and to top it all off, she had a nagging toothache in new. A trip to the dentist would cost a small fortune, especially since she had no insurance. When she thought about all the problems facing area became overwhelming. She grew depressed. Her life consisted of wasting away on the couch and watching reruns of over Winfrey. When she saw the episode about gratitude, Monica decided to give it a try. She did have some things going right in her life. After all, she now had a degree. She had a working car. Best of all, Monica had family and friends who encouraged her, including a professor who was willing to recommend her for an office job. The more she focused on what she did have, the better she felt. In fact, instead of feeling depressed over everything that lay before her, Monica started to feel enthusiastic about the potential the future ad. 4. Module 02 Case Study: Monica had just graduated from college with a mountain of student loan debt and no job. Despite the fact that she had been looking for months, she grew depressed. Her life consisted of wasting away on the couch and watching reruns of Oprah Winfrey. When she saw the episode about gratitude, Monica decided to give it a try. She now had a degree. She had a working car. Best of all, Monica had family and friends who encouraged her, including a professor who was willing to recommend her for an office job. The more she focused on what she did have, the better she felt. Monica started to feel enthusiastic about the potential the future held. 5. HDC3: module. Three. Stress Management. Internal Stressors Life is dynamic and constantly changing. This simple fact creates emotional, mental and physical stress. It's not possible to avoid stress entirely. Instead, you have to learn how to manage stress and navigate through the situations that trigger stress. Often it is the stressful situations in life that bring out our best. There are two types of stressors. Internal stressors and external stressors. External stressors relate to your environment. They can involve a wide variety of things, from screaming alarm clocks, too. Crowded elevators toe high pressure situations such as a work deadline, caring for a sick loved one and even positive events such as gaining recognition for achievement. Often, external stressors represent things that are beyond our control. Internal stress sores air those stress triggers that are internal to each person. These can range from feeling irritable to feeling tired or unappreciated. Negative thoughts and automatic thinking are forms of internal stressors. Irritability emotions are universal. Everyone has them. Emotions are intrinsically good because they provide information. Therefore, emotions are valid. For example, everyone feels irritable at times. Irritation is a sign of anger, which tells you that something is wrong or anxiety which tells you that you don't know when l come. These emotions are called swing emotions because they can either improve or damage your performance. Irritation, when not addressed, can snowball and reinforced negative thoughts and feelings. Managing swing emotions involves slowing down your thoughts. Here are some steps Listen to self talk. Take note of i statements vs you statements I statements imply agency While you statements imply blame. Are your thoughts faster? Slow, fast thinking indicates arousal and the narrowing of focus. While slow thinking, expand your focus and relaxes you. Are you thinking in complete sentences or shorthand? Turn shorthand thoughts into complete sentences. Take note of distorted thinking styles. These are number one magnification thinking that something is bigger than it is Number two destructive labeling. Assessing someone or something negatively and number three Imperative thinking belief that something or someone should do or be a certain way. Use your thoughts as instructional self statements. When you noticed negative thoughts, try countering them with different statements about your situation. If you're thinking involves magnification, then put things in a different perspective. If you're thinking involves destructive labeling, be more specific. If you're thinking involves imperatives, counter with more flexibility and consider other options. Take a time out. Anger, anxiety and frustration all narrow our focus. A break away from a situation can help you approach again with a fresh perspective. When taking a time out, it's often good to have a plan on how to make use of your time. L. For example, if taking a time out from a situation where you felt angry, try using up that arousal energy by going for a run or some other type of exercise. Unhappiness with your job. Everyone can feel unhappy with their job at times in this can yield frustration, which is an emotional que that something isn't working. Frustration results from problems that appear insolvable. You may think you know the solution, but if you're still feeling frustrated, it's a sign that your solution is the problem. In order to combat frustration, you have to reframe the problem. A simple way to do this is to frame the problem with the sentence. The real problem is in blank. The real problem is blank. This allows you the flexibility to consider a whole new range of solutions. Feeling under appreciated feeling underappreciated involves the emotions of dejection, depression or disappointment. These emotions lead to poorer performance. Unlike the swinging motions, which can go either way. Known as blue emotions, these are marked by a lack of arousal and self talk that is too slow. To counter these, you need to instill emotions that arouse your energy levels, such as enthusiasm, confidence, optimism and tenacity. These emotions, unlike swing emotions or blue emotions, actually enhance performance. All emotions have three components that work together, and you can think of them as a triangle. At the top of the triangle is cognition. The way you self talk, when angry is different from the way you self talk when enthusiastic or when disappointed. At the bottom left corner is the arousal level. Oven emotion. Both high performance emotions and swing emotions air high arousal emotions, whereas blue emotion stamping arousal, the arousal level allows emotions to act excuse to signal behavior. At the right corner is the behavior or reaction to an emotion. Mood management involves using cognition, your thoughts and assessments of a situation to develop better strategies for reacting to your emotions. Emotions also have a quality of being contagious. For example, when someone smiles at you you feel an urge to smile bank when you feel underappreciated, this is a cue that you may not be appreciating yourself. Finding ways to increase your own enthusiasm and confidence makes you appreciate yourself more, and this emotional state gets communicated to others. Here are some strategies to increase your performance. Emotions of enthusiasm, confidence, optimism and tenacity acknowledge and celebrate success. Listen to upbeat music that makes you happy. Look for and appreciate humor wherever you find it. A good belly laugh can change your outlook for the better. Acknowledge what is going well, such as in a daily gratitude journal before you go to bed each night right down on an index card. Three statements that will put you in a good mood and place it on the night standard table so that you look at it when you wake up this way, you start out each day on a positive note, not well rested, but ball icon Vince Lombardi once said fatigue makes cowards of assault. The quickest way to lose focus and have poor performance throughout your life is to not have enough rest. The amount of rest you need varies per individual when you can awaken without the need for an alarm clock. This is a sign that you are getting an adequate amount of rest. Sleep disorders such as insomnia can interfere with getting a good night's sleep. You're some approaches to dealing with insomnia. Don't try to force sleep. Let it come passively. One strategy is to read a book until you feel sleepy. Avoid late meals or exercising late at night. If you are feeling anxiety, which can cause your thoughts to raise, try meditation to quiet your thoughts. Writing in a journal is another strategy. Often the antidote to anxiety is information. If something unknown is making you anxious, develop a strategy to find answers and remember that sometimes the passage of time is the only way to get an answer. Try taking a hot bath, but do so 30 minutes before sleeping. Although a hot bath is quite relaxing. Immediately after getting out of the bath, your body temperature will lower, allowing 30 minutes before bedtime, gives your body temperature a chance to level off, go to sleep and wake up on a regular schedule every day. Whether it's a day off or not being well rested throughout the day is not solely a matter of physical sleep, either. Another form of rest involves taking breaks and getting briefly away from your work when feeling tired during the day. Stretching and doing a few minutes of vigorous exercise can help you to recharge your batteries. A study. Jennifer rides the subway home from work every day. After a long day of work, Jennifer got on the subway, and at the next stop, a well dressed man with three well dressed kids gets on the bus. The kids keep running around in being rowdy while the men ignores them with his head in his hands. Jennifer can't take it anymore. In snaps of the men, You need to control your Children, the man replies. You're right. I'm sorry. We're coming back from a funeral for their mother, and I guess I can't bring myself to discipline them right now. Jennifer reconsiders her earlier anger and calls the Children tour. They played a game of I spy for the rest of the trip home 6. Module 03 Case Study: After a long day of work, Jennifer got on the subway, and at the next stop, a well dressed man with three well dressed kids got on the subway. The kids are being loud and rowdy on the man is ignoring it, staring off into the distance. Jennifer can't take it anymore and snaps at the man. You need to control your Children, the man replies. You're right. I'm sorry. We're coming back from the funeral of their mother, and I guess I can't bring myself to discipline them right now. Jennifer reconsiders her earlier anger and calls the Children to her. They play a game of I spy for the rest of the trip home. 7. HDC4: module for stress management. External stressors External stressors can often be a source of frustration. You have limited control over the things that come at you in life when managing stress resulting from external stressors, adaptability and understanding. What you can control are vital manager workspace. An uncomfortable work space can be a constant form of stress. Sometimes the stress is obvious. Not having functioning equipment, for example, sometimes distresses mawr invisible equipment that isn't ergonomically sound. Fortunately, you do have some control over how you arrange your workspace. Make sure that you have working and ergonomically sound equipment so that these do not interrupt your ability to be productive. It may seem innocuous, but clutter has very real and damaging effects. It will increase stress and create distractions that damage your creative process while encouraging progress, The nation Simply getting rid of unnecessary clutter is enough to prevent procrastination in many instances, create a clutter free environment by removing all non essential items from the workspace. This includes trash, old papers and gadgets. You should feel free, however, to keep inspirational items such as art to encourage you in your own creative process. Steps to being clutter free. Remove unnecessary items playing up the area at the end of each work day. Keep everything organized and put things back where they go. Do not allow other people to clutter up your office. Have space chosen for items before you bring them into your work area. Loud work environment. Another external stressor that can affect your ability to be productive is a loud work environment loud sounds that aren't specifically related to our tasks. Ken Service Distractions. Making it difficult to think and do your work when handling a challenging customer. Loud noises in the background can undermine the report you build with your customers. Identifying the source of the disturbance is the first step toward handling a loud environment. However, when addressing it, proceed respectfully a coworker relations. Most of us are in saints, and it's inevitable that you will run across people with whom you clash. However, when you are actively in conflict with someone else, Biscan spill over into the rest of your life. If you cannot resolve differences with co workers in a constructive way, how can you hope to handle challenging customers when you are angry and in conflict with someone? It is rare for it to be one sided. Consequently, when resolving a conflict with a co worker, it's important to be willing to meet the other person Halfway. Conflict is not the sort of circumstance where you can win unless the person you're in conflict with his winning too fearsome strategies for resolving conflicts in a way where everyone wins. Consider anger styles. Are you the type of person who needs to squash a conflict immediately, or are you the type of person who needs a time out in order to understand the situation better? How about the person you're in conflict with? Perhaps they need time to reflect. Or perhaps they need an immediate acknowledgement that there is a conflict and that you are interested in resolving it, even though you need time to reflect. If you need a time out, be sure to follow up with the other people. Watch out for distorted and negative thinking styles in yourself. T Module three. During conflict with another person, it's really easy to fall into the trap that they're a jerk, impossible or selfish or any number of negative traits. Rather than labeling another person destructively, try identifying specific behaviors or incidents and focus on how you felt during these be assertive, indirect, avoid aggressive, passive aggressive or even passive behaviors. Be aware of your nonverbal communication and avoid escalating behaviors. Be flexible and willing to meet the other person or people halfway. Listen and try to understand their point of view. Reflect back empathy When you can honestly do so, I can see where that might have upset you. If necessary. Seek out 1/3 party to act as a neutral arbitrator. When doing so, try to involve the person with whom you are in conflict on the decision of an arbitrator. That way you can avoid the temptation or perception that you are seeking someone to turn against the other person. Demanding supervisor. A demanding boss can be another powerful external source of stress. However, usually they have a load of stress on them, whether it's from their bosses or your customers who are in effect, everyone's boss not to mention whatever other stress points they have in their life, a helpful approaches to consider their needs and concerns as well as yours. Hey, study. Angela Supervisor. You Lunda assigned a new project to Angela. Unfortunately, Angela's regular workload was so high that she didn't see any way she would be able to complete the project on time. Our first thought was that Yolanda didn't like her, and one it's a Punisher. Angela recognized the destructive labelling of the situation, encountered with a specific that Yolanda might have a problem with how Angela manages her time. Even after developing a schedule, Angela still could not find time to complete her regular work and the project on time as well. She sent Yolanda an email asking if she could schedule a meeting after lunch to discuss the project and ways Angela could better manage your time. During the meeting, Yolanda told Angela that she assigned her the project because Angela is one of her best workers. Together, they went over Angela scheduled to find any areas where she could improve her time management. Yolanda also reassigned one of Angela's daily tasks to another co worker 8. Module 04 Case Study: Angela had a large workload and wasn't prepared when her supervisor, Yolanda, assigned her a new project. Her first thought was that Yolanda didn't like her and wanted to punish her. Angela recognized destructive labelling of the situation and countered with a specific that Yolanda might have a problem with how Angela manages her time. Even after developing a schedule, Angela still could not find the time to complete her regular work and the project on time as well. She sent Yolanda an email asking for a meeting about project. At the meeting, Yolanda explained that Angela was one of her hardest workers. She agreed to give her an extension so she could get everything done. 9. HDC5 (2): Module. Five. Transactional Analysis Our focus thus far has been on developing ourselves into positive oriented individuals who can manage our moods and stress levels and adapt unpleasant circumstances in a constructive way. Now we begin to focus our attention on the interactions we have with others. Conceiving of human interaction is a series of transactions. Where we have positive and negative rewards is a helpful approach towards understanding our relations with customers. Transactional analysis builds on this concept. What is transactional analysis? Transactional analysis is an approach to psychology that developed in the wake of two competing schools of psychology, psychoanalysis and behaviorism. Psycho analysis was concerned with the inner workings of the mind called the psyche. Behaviorism was concerned with outward behaviors and how to change them. Transactional analysis focuses on inter relations among people, including both outward behaviour and inner motivations, whereas behaviorism and psycho analysis focus on inward and outward aspects of an individual. Transactional analysis focuses on one's relation with others. Errant transactional analysis divides our behavior and motivation with others into three styles of behavior. Parent, child and adult. The parents style can be thought of as the killjoy. The parents style is our mimicking of parental behaviour in our thoughts, feelings and behaviors. For example, when we talk to someone as if they are a child or someone talks to us as if we were Children, this is the person acting in the parents style. Communications in this style often exhibit distorted thinking styles, particularly thinking and imperatives that air filtered through our past experiences. Child, the child style involves behavior that focuses on fun and avoids responsibility. If someone ever responded to you what they reply, such as Stop bringing me down or I don't want Teoh or they cuss that you. Chances are they're operating within the child style or child aspect of themselves. Adults Transactional analysis considers the adult mode to be the best mood to operate in when it comes to problem solving, including challenging interactions with other people. Rather than focusing on the way things should be, as the parent mode does, or the way you want things to be, as the child mode does, the adult mode focuses on the way things are and how to adapt oneself to them. Transactions between others can be characterized as complementary or crossed. Complimentary transactions include child to child, child to adult and vice versa. Parents apparent an adult to adult communication that is complimentary can continue in this fashion indefinitely. Here are some examples Adult is the report finished? Two adult. I finished it and I'm about to deliver it to you. Parents. Why haven't you cleaned your room yet? I told you repeatedly to child. You always nag me, child. Hey, let's keep working. Go to the park. To child. Yes, work is boring Anyway, parent, you should stop procrastinating to parent. You should mind your own business Brush transactions Interrupt the back and forth flow of complementary transactions. Cross that Transactions include adult a child adults apparent child to adult and parent to adult. Not all complimentary transactions. Air beneficial. Nor are all crossed transactions Negative. Ross transactions Merely changed the nature of the relationship flow. Here are some examples Adult. Is the report finished to Child? Why are you always nagging me? The conversation can then turn into a complimentary child to child interaction or parent to child interaction. Adult. I'm cleaning up my room now. As a parent, I shouldn't have to remind you. The conversation can then turn into a complimentary parent to child or parent apparent interaction. Child. Let's skip work and go to the movies to adult. I can't afford to miss work. My rent is due. An adult response can, in turn, elicited complementary. Don't respond such as, Yeah, I need to work to parent. You should have finished that report already to adult. You're right Here is my plan to improve my efficiency or you're right. Here's the report. How can I improve to get it done faster? This adult response can eventually lead to a complimentary adult response that sounds like a good plan. Or here's how you can improve. While it's true that crossed that transactions can continuous such, they eventually resolve into complementary transactions. Consequently, when you interact with a customer who is in parent mode or child mode, the best way to break the chain of negative, complementary responses is to respond and stay in adult mode yourself. Hey, study Agnes center friend Miriam were having an argument because Agnes was supposed to pick up Miriam from work. Agnes got stuck in traffic and her phone was dead. When Agnes finally picked up Miriam over an hour late, Miriam was upset an hour late. Come on, Agnes Miriam said. You just can't be reliable, can you? I'm not unreliable, Agnes said. I'm here. Why do you have to come down on me? Buzz off. I just can trust you to do a simple favor, Miriam said. Agnes took a few deep breaths. She realized that Miriam had probably had a tough day at work and just wanted to get home, even though Agnes was tempted to remind Miriam that she was doing her a favor. After all, Agnes knew that if she pointed it out, it would only escalate matters. Instead, she replied. I'm really sorry my phone was dead. I probably should have charged it, but I got caught up doing other things. It's okay. Miriam said she remembered Agnes was helping her by giving her a ride. Being late wasn't totally Agnes is fault. Miriam realized the problem wasn't that Agnes was late. The real problem was that Miriam was tired and needed to get off her feet and away from work. Now that Agnes was here, she could do that. And for that she was grateful These things happen. Sometimes. I'm sorry I snapped at you 10. Module 05 Case Study: Laura agreed to drive her friend John toe work while his car was being repaired. On her way, she had stuck in traffic and her phone was dead. When she finally got to John's house, he was upset and late for work. When he got into the car, he turned, Lauren said, Really, Laura, an hour late. Can I even trust you to do one thing right? Laura was hurt and wanted to remind John that she was doing him a favor. Instead, she apologized and explained that her phone had died. John felt bad and apologized himself. He told her that she wasn't the problem. He was just stressed about work. 11. HDC6: module. Six. Why are some customers difficult? Well, many of your interactions with customers will be pleasant and positive. You inevitably will have to interact with customers who are difficult in some way even mind that just as all of your emotions communicate to you so you can assess your situation. This is also the case with the difficult customer. Regardless of why they're angry or upset, their feelings are valid. Understanding the different reasons behind their behavior can l be to resolve their difficulty. They have truly had a bad experience in once event. Venting swing emotions such as anxiety and anger can be a useful strategy towards slowing down thoughts in reaching a more calm, emotional state. When customers want event, they want a solution. But what may be more important is that they feel that they're hurt, that their concerns are valid. Listening actively with empathy can help customers who need to vent in order to de escalate their emotional state to a less around ST. Empathy is the faculty to resonate with the feelings of others. When we meet someone who is joyful, we smile when we witness someone in pain, we suffer in residence with his or her suffering Matthew Ricard. Once someone to be held accountable. Customers looking for accountability feel anxious and angry. Will anyone resolve their problems? Even mind that being accountable is not the same thing is accepting blame. An adult mode assessment of reality might understand that you personally did not cause their problem. But a parent mode assessment might perceive everyone at your business as incompetent, as evidenced by the customers problem. Customers who are looking for accountability may speak in terms of blame and fault. This, however, is not truly being accountable. To be held accountable is to acknowledge that you could be responsible for where things go from here. When you take responsibility, you are saying that you are able to respond to the situation rather than saying the situation is your fault. Often, when you reassure a customer that you are going to help them and you offer a specific strategy on how you will do so, this helps the customer feel less anxious by providing specific information. You help customers to de escalate their anxiety by showing a willingness to take responsibility. You speak to the customers parent mode response and shift them back into adult mode. They have truly had a bad experience. In one resolution, when customers expressed that they're looking for a resolution, they're operating in the untold mood. Even if they are angry or expressing frustration, they can quickly de escalate when they know that you are working towards a resolution. Sometimes conflicts can arise when the resolution is not what the customer wants or expects , including the idea that a complete resolution may take time. In this case, being honest and offering multiple options can help a customer except a range of resolutions being offered. Remember that the emotion of frustration tells us that something isn't working. Providing multiple options to a customer can let them know that you are looking for a solution that will work. They are generally unhappy. Customers who are generally unhappy people can be exceptionally difficult. When you ask what is wrong, they can launch into an entire laundry list. Often unhappy people pursue negative rewards in their interactions. Consequently, they may want you to slip into a child or parent mode to complement their corresponding chowder parent mode because this confirms their negative view of life. Destructive labeling is a common, distorted thinking pattern that you'll find with this type of customer. When dealing with generally unhappy people, you can help them by refocusing their attention on the here and now and the problem at hand . Rather than asking what is wrong, you can ask, How can I help you today? Or look for specific steps you can take to resolve a specific issue. Remember that the way to counteract destructive labeling in yourself is to focus on specifics. This focus on a specific and resolvable problem in your impossible to police customer can aid and counter acting their destructive labeling. You may find that they continuously resist and try to lure you into a child or parent state . If possible, you may have to call a time out to regroup yourself. The most important step in dealing with generally unhappy customers is to remain authentically positive. And in the adult mode, dealing with this type of customer can be a source of frustration, so be prepared to reframe the problem. When you identify this emotion in yourself or your customer case, study Jenny cellphone continue to drop calls and shut off on its own. This created some friction with her parents and her boyfriend because calls had been dropped during particularly tense discussions. She had called customer service twice and spent over two hours on the phone with him, including over an hour on hold. Yet she still hadn't had her problem fixed. Ginny resolved toe. Let the next customer service person she talked to really have it because she was angry. And one of this problem resolved yesterday. When Roger, the customer service representative, answer Jenny's call, she said, You guys are awful. Jenny launched into a long rant about the evils of her cell phone provider. Roger listened to Ginny event without interruption, except to offer empathy for what she was going through. He could understand why she would be so angry and frustrated after spending so much of her time dealing with her phone and not finding a resolution. When Jenny had finished venting, Roger paused a few seconds and replied, I'm very sorry that you have had to go through. All of that will help you to have a working phone as soon as possible. Roger looked through Genie's account notes and found in order had been answered for a new phone, but the order never completed, he said. that the call had dropped with both of the previous representatives. Huh? Roger thought. The real problem is their phone networking. The real problem is that she's on the phone when she calls us, so we were never able to complete her order. Roger asked her if there was an alternative number that he could call her back if the call dropped. Roger assure Jenny that he was on this and would continue to work with her until they found a workable resolution. Jenny was starting to feel better about the situation and gave Roger the phone number to her parents, Jenny said. I guess you guys aren't all that bad. 12. Module 06 Case Study: Jenny's cell phone had been giving her problems. Her calls were being dropped, and her service was very bad in some areas. When she called her service providers customer service line, she wasn't getting any help. She had called twice and spent hours on the line with them, and she still wasn't any closer to her problem being solved. The third time she called, she was angry. When she complained to Roger, the customer service agent, he expressed empathy for her troubles. Roger told Jenny that she was his top priority, and before the end of the day her service issues would be solved. Jenny apologized for Raging at Roger earlier. It has been a loyal customer ever since. 13. HDC7: modules. Seven. Dealing with the customer over the phone. When you eliminate one of your five senses, your other senses tend to become sharper. This is an important fact to consider when working with a customer over the phone. Since you cannot see the customer nor they you, the audio aspects of the interaction become magnified, including such aspects as your tone of voice and any noises occurring in the background on either side of the line. Listen to the customer's complaint. The value of listening cannot be overestimated. However, listening involves more than simply hearing the words, the customer says. Developing the skills of active listening can make sure you can not only hear the word your customers say, but it can also help you understand your customers concerns on a deeper level, as well as being the first step towards building a report with your customers. Here are the different aspects of active listening use. Minimal encourage. Er's encourages are short words or phrases that indicate to a speaker that you are paying attention to what they're saying. Words, phrases and sounds such as Yes, Uh huh. Go on. So what happened next? Etcetera encourage speakers to continue speaking. You can overdo this, however, or you run the risk of disrupting communication through interruption. Repeat key phrases. This is another way to encourage the speaker to continue and to make them feel hurt. Here's an example, the speaker says. Yesterday I went to the store to buy a loafer brain. The listener can combine a repetition of a key phrase with an encourager, a loaf of bread. Okay, go on, paraphrase and summarize the speakers. Key points. So what I'm hearing you say is offer empathy. That must have been really tough. Or I could see why you would be angry. Stay in the moment and listen fully. It might be tempting to interrupt, because you've anticipated what else the customers going to say. Keep in mind, however, that while you may have heard the same issue over and over from different customers, your interaction with this customer is a unique experience with a unique individual, Even if their experiences exactly like what everyone else has told you throughout the day. This customer may need to fully articulate their experience in order to feel hurt. Listening fully also involves taking note of volume and tone of voice and pace of speech. These indicate the emotional state of your customer. I, er, volume, tone and pace indicate an arousal emotion, enthusiasm, perhaps, but also anger, frustration or anxiety. Context matters. Keeping a pen and pad of paper handy to write down any questions or thought she might have encounter the temptation to formulate a response is the speaker is talking. However, this can take you out of the immediate moment and out of actually listening to the customer . Use this strategy sparingly when an issue is particularly complex, Think of it is taking notes and what the speaker is telling you. Probe with open ended questions, open ended questions or the opposite of clothes and questions, which can be answered in a word. For example, where you able to log in close ended question with a yes or no answer versus when you enter your user name and password and hit Enter What did the screen show Open ended? Question with amore involved. Answer. Be genuine. Active Listening is not about using vocal and communication tricks to give the illusion that you care. Active listening means you're fully present in the interaction and that you truly care about what the customer is going through Build report. Active listening is only the first step toward building report with your customer. A report is a state of harmony between you and another person or group. Here are some strategies toward building a report Address the other person by name early and reinforce that were appropriate while addressing a person by name can come across awkwardly. If overdone, too much in this case is better than not enough. Have a smile in your voice when you smile as you speak, you insert a note of positivity into the interaction. However, a fake smile can communicate sarcasm instead. Which brings us to our next point using we language to indicate the collaborative nature of the interaction. Remember that as a customer service representative, you are acting as a partner with your customer to find a solution to a problem. Employees selectively nonthreatening icebreakers in small talk topics. Politics and religion are subjects to avoid. Remember that making small talk isn't always the best approach, especially if your customer sounds excessively angry or impatient. Be honest and genuine. If you truly do not know the answer to a question, be upfront about that. But also demonstrate a willingness to find that answer. Using specifics helps demonstrate empathy and actively listen. Speaking with uneven pace and in a lower tone of voice helps to build a report. Be attentive to silence. Prolonged silence can be uncomfortable for some people, but a short silence allows you the opportunity to digest what the customers telling you. And it indicates to the customer that you are thinking about what they said. Show agreement with a customer when you do genuinely agree. But after acknowledging agreement expressed specifically why you agree, If you must disagree with a customer, give your reasons first. Before expressing disagreement. Be polite in your interactions. You can offer compliments when genuine, but don't overdo it. Avoid offering criticism instead, offer alternatives in the form of a question. What if we tried this? Do not respond with negative words or emotions. When working in the customer service field, you will frequently encounter negativity from your customers. If you respond with negative words or emotions, this can reinforce that negativity. While responding with empathy, often requires that you acknowledge a customer's negative emotions. Your choice of words can set the tone for the remainder of the conversation, for example, to acknowledge that your customer has had a frustrating experience. Using the word challenging rather than frustrating can communicate that the problem is a solvable one rather than insolvable offer a verbal solution to your customer Offering a solution or a range of solutions helps to diminish a customer's anxiety because this provides specific information. People like to know where they stand in a situation by offering verbal solutions. You speak to this need when you offer your solutions. Make sure to be specific and set realistic expectations. But offering a range of solutions indicate your preferred solution and why it's preferred. Confirm that your customers are on board by asking, Does this work for you? If the answer is no probe further to determine your customers Objections. A study. Theresa works in a call center for a cable service provider. One day she received a phone call from Frank, who was frustrated because he had bought a pay per view movie but was charged twice for it . On his bill. Theresa, listen to Frank described his reaction to opening his bill and finding it was more than he had planned for because of the extra charge he didn't have enough money to pay his bill on time if the charge stood, Teresa replied, Yes, Frank, I can understand why you feel concerned about paying too much, especially since you can't afford it. Recent knew that it would take a minute to find the extra charge in Frank's account records , she said. I'll just need the look of your account in See if we can remove the extra charge. It might take a minute. I see that you're calling from Cleveland. As the weather been lately, Frank and Theresa discussed the weather while Theresa looked at Frank's account and saw that he had been charged twice. She said, You're right, Frank. You have been double charged. I'm sorry you had to experience that. It looks like I am unable to remove the charge at this time, but what I can do is add a credit to your bill. She told him what the bill was without the extra charge and asked if he could afford to pay that. Brian confirmed this. So Theresa said, if I apply the credit to your bill, that should put you up to date. Once you've paid the remainder, will that work for you. Frank said yes. And Theresa, ask if there was anything else she could help Frank with today. Frank said no, thank her and hung up. 14. Module 07 Case Study: Frank was frustrated because he had bought a pay per view movie. Theresa, a customer service agent, knew that it would take a minute to find the extra charge. In Frank's account records, she said, I'll just need to look at your account and see if we can remove the extra charge. Frank and Theresa discussed the weather while Theresa looked at Frank's account and saw that he had been charged twice. Frank, I can't remove it right away. If I apply the credit to your bill, that would counter act the charge. Will that work for you? Frank said yes and said that was all he needed today before thanking her and hanging up. 15. HDC8: Ma Julie. Dealing with a customer in person. When you interact with a customer in person, you have both greater challenges and greater opportunities to build a report with that customer. Then you have when speaking with them over the phone. Consequently, nearly everything said about handling a customer over the phone is in play along with additional approaches. Listen to the customers concerns. Actively. Listening to your customer involves a little bit more than what's involved when listening to a customer over the phone. Distractions become more obvious. For example, so in this case, keeping a notebook candy to write in while listening to the customer becomes more detrimental than helpful When interacting with a customer in person, nonverbal communication can supersede verbal indicators that you are listening and engaged . Here are some nonverbal aspects of active listening that work in conjunction with verbal aspects of active listening. Make eye contact, but avoid staring. The appropriate amount of eye contact varies from person to person and culture to culture. Keeping eye contact for approximately 60% of the time is a good baseline, but adjust this to fewer instances of eye contact when dealing with shire individuals because too much eye contact can intimidate. An attentive posture involves leaning slightly towards the speaker or tilting your head towards the speaker. Use nonverbal encourages, such as nodding, holding a thumbs up sign or other gestures that communicate the same idea as verbal. Encourage er's such as Go on or, yes, listen fully by paying attention to your customers. Body language and posture reflect back on your customers Expressions when you can do so genuinely, a willed and conscious reflection or mirroring can indicate inattentiveness, so this is something you must not fake. Automatic mirroring, however, reinforces the idea that you are engrossed in what the other person is saying. Allowing yourself to be distracted can completely negate customers. Believes that you are listening to them. Avoid looking at the clock or your cell phone, writing or doodling or playing with your hair or picking your fingernails. Build report. Building every port face to face involves three additional components. Your customers physical presence, including appearance, body language, expressions and mannerisms, as well as yours and the environment where you interact. All of these aspects of one's physical presence convey a ton of information that people frequently process unconsciously in order to build a report with someone you have to consciously adopting neutral position and avoid making assumptions. You must also be aware of what your physical presence communicates and use positive and open expressions and postures, such as facing someone directly without having your arms or legs crossed, looking them in the eye and smiling. Your environment can also affect report building, for example, a desk or counter between you and your customer in close communication. To some degree, this is why people stand and step away from their desks when greeting new customers. Communication without physical barriers in place facilitates building a report. Respond with positive words and body language. People tend to synchronize their behavior when they interact, which is why mirroring and others expressions. Posture. Body language can be effective in building a report. It is also why responding to negativity with positivity can defuse a customer's negativity , following up expressions of genuine empathy with positive words and body language that convey enthusiasm, confidence, optimism and tenacity. And it can open up an opportunity for the customer to synchronize to your positivity. While faking empathy can convey phoniness. Faking confidence is a situation where the advice fake it till you make it applies from a psychological point of view. Acting with a self confidence that you want will actually help increase your confidence. If you believe that you could do something, you create a self fulfilling prophecy. The greater your belief, the more likely you are to succeed steps. Dress the part that you want to play. Relax and smile. Be aware of your body and posture. Used the appropriate vocabulary. Aside from words. When a customer indicates in words that the situation is resolved, this may not be the case. Good customer service means you have to go deeper to find true resolution when body language, tone of voice and the words one uses air all in agreement. This indicates a true resolution has been reached. If a customer answers yes to your question about whether their issue is resolved. But the customer is responding with Kurt, one word answers in a flat tone of voice. Or they roll their eyes or sighed loudly. They probably have not found a resolution. Make sure that tone, inflection, verbal and non verbal behaviours are all in agreement before determining that a resolution has been reached. A study George has an office at a used car dealership when Joe, a customer who was wearing torn jeans, a dirty T shirt, came in. None of George's co workers wanted to take the customer because they were afraid they wouldn't get a big enough commission because Joe, to their minds, was obviously too poor. Instead, they continue throwing a Nerf football to each other. Across the show over, George walked over, introduced himself to Joe, looked him in the eye and smiled. He shook Joe's hand firmly. Joe wanted to buy a car but needed to discuss financing issues. Since the environment in the show room was too distracting, George invited Joe into his office. Instead of sitting down at the desk, George picked a chair beside the one he motion Joe to sit down in. George leaned in toward Jo and asked him to discuss his financial needs and how George could help him 16. Module 08 Case Study: George has an office at a used car dealership. When Joe, a customer who was wearing Tauron jeans and a dirty T shirt, came in. None of George's co workers wanted to take the customer because they were afraid they wouldn't get a big enough commission because Joe, to their minds, was obviously too poor. George walked over, introduced himself to Joe. I looked him in the eye and smiled. He should Joe's hand firmly. Joe wanted to buy a car but needed to discuss financing issues. George invited show into his office. George sat beside show rather than at his desk and leaned in towards him, asking him to discuss his financial needs and how George could help him. 17. HDC9: module. Nine. Sensitivity in dealing with customers. Customer service professionals will inevitably interact with customers who provide specific kinds of challenges, Becoming sensitive to the types of customers you will deal with and developing strategies for specific customer situations will make those difficult customer situations less challenging. This module offers examples of the types of challenging customers he will face, along with specific approaches that can make those interactions not only less challenging but more rewarding as well. Customers who are angry dealing with a customer who is angry requires patients in the utmost care. In managing your own mood, an angry customer can discombobulate you are arouse your own anger. Here are some steps you can take when handling and angry customer. Don't take it personally. Whatever reason the customer has for being angry, it probably did not involve you personally. You can own the problem as well as the solution, without owning the blame for the situation. Beware of your own auto defense mechanisms. Defensive thoughts such as I won't be treated this way. Or if I don't stand up to this person, I will fail to tend to engage when you feel under attack. Remember that these types of thoughts often display distorted thinking. Patterns remain. Comb. Take deep breaths to relax and slow your own arousal levels. No matter how outrageous your customers ranting, maybe coming across, look for and note any kernels of truth in their statements. Listen actively and ask questions when appropriate to understand the real problem. Use a brief moment of silence to allow your customer to finish venting and to allow yourself to regroup once you respond. Express agreement with your customer about any of the truth you noted express empathy and offer an apology for their experience. This allows you to apologize without expressing any wrongdoing or accepting blame and express willingness to find a solution. Customers who are route a customer who was rude to you can make it very difficult for you to do your job. Brood and abusive comments can be discombobulating. In addition to implementing the suggestions above for handling an angry customer, you may have to take additional steps to handle customers who are rude and abusive to you. Here are some suggestions Remember that your role is a customer service representative is to act as a partner with the customer in resolving the customers issue. This helps that keep you in the adult mode in the transaction, even when the other person is operating in the child mood. When a customer is being directly abusive towards you, it may become necessary to remind the customer that the personal attacks aren't helpful toward resolving the situation. However, this must be done delicately. When you point out such behavior to the customer, make sure that you do so from a place of common optimism. You could remind the customer that you were dedicated to helping them resolve their issues . Consult with your company or supervisor regarding business policies toward customers making personal attacks. Many companies have a three strikes. You're out policy. However, keep in mind that taking a step such as this may escalate the issue rather than de escalate the issue. Applying a three strikes you're out approach must be used sparingly and with careful consideration of your immediate goal of helping customers resolve their issues. If you find yourself in a position where you must warn a customer about abusive language, try to do so without snapping or being Kurt yourself, rather than deescalating snapping at a customer can put them on the defensive and encourage escalating behaviors customers with different cultural values. We all come from different cultural backgrounds, and the differences in these backgrounds can put you in a position as a customer service representative, where you are dealing with someone with a completely different set of values. Help people express anger, for example, differs widely. Some may take the approach that they need to whip the other person into shape, or that sarcasm and ridicule can shame someone into providing the other person what they want. For example, a Japanese woman might express anger to her mother in law by arranging flowers on the dinner table haphazardly or improperly. Whereas the same situation than the U. S. Might include shouting. Remain open to the notion that different cultures air just as valid as your own. Recognize any distorted thinking patterns in your reaction to a customer of a different culture. Reactions such as imperative thinking are common and should be countered in your own thinking when you recognize them customers who cannot be satisfied. There are times when you will have to interact with a customer who won't be satisfied no matter what you dio with customers. With his mindset it may be impossible to find a resolution that they're happy with. Nevertheless, you still have to try. As with any other type of challenging customer, your first step is to remain calm and functioning in the adult mode in the transaction. Here are some additional strategies. Ask the customer directly what a successful resolution would look like to them. They may or may not be able to articulate this. If what they require is something beyond your capability, you should be upfront about this. For example, a customer may not be satisfied unless they receive a full year of your product at no cost , Most likely from your position as a customer service representative, this is something you would not be able to authorize. Remember if you begin to feel frustrated what the real problem is, sometimes reframing the problem may point to a viable solution that you had not previously considered. Offer a range of solutions that are within your purview if they want something that you can deliver offer alternatives that you can deliver occasionally. What a customer is looking for in terms of resolution is something you cannot dio, but your supervisor can. However, you should try to exhaust all possibilities in refrain from suggesting a supervisor as an ad hoc solution. If the customer requests a supervisor, follow your company's policies regarding escalation procedures, but try to exhaust all possible alternatives within your power. A study. Eddie stormed into the auto parts store and stopped in front of Daniel, a sales associate. Eddie was red faced, and when Daniel asked how he could help Eddie, Eddie replied, You better believe you're going to help me. I've been back to the store three times to buy the same part. New idiots keep selling me the wrong part. Daniel apologized for Eddie's experience in, Eddie replied, Yeah, well, I'm sorry. All of you are a bunch of incompetent idiots. You're gonna help me or are you another incompetent? Daniel took a deep breath, cost for a second and then looked at in the eye and smiled. Annual said, Well, at a you're in luck because they discontinued are in confidence. He training sessions before I started working here, so I'm sure we can get it right. Daniel smile and joke made any smile for a second, and then he said, Wiseguy, huh? Well, just fix my problem Daniel, ask Eddie what vehicle he had and then re examine the party he was returning. Daniel realized that the part had been put in the wrong place so that all the parts hanging there with the wrong ones let me find the right part in the back, Daniel said, and then found the correct part and brought it out. He compared the part with the other one and confirmed that he was giving any the correct part. If you have the car in the parking lot, I can come with you and make certain that it is the right part. Eddie agreed, and they went out to the parking lot to test the new part. 18. Module 09 Case Study: Eddie had been sold the wrong car park twice and was sick of having to go back into the store. When he got there, Daniel met him and Eddie ranted at him about everyone being incompetent. Daniel took a deep breath, paused for a second and then looked Eddie in the eye and smiled. Daniel said 12. Eddie, you're in luck because they discontinued our incompetency training sessions before I started working here, so I'm sure we can get it right. Daniel smile and joke, made any smile for a second and then clarified what part he needed that day. And he was receptive to Daniel's advice, and he ended up getting the right part. 19. HDC10: module. 10 Scenarios of dealing with a difficult customer in order to handle certain types of scenarios when dealing with difficult customers, it's important to have a strategy in place before you find yourself in that situation. By engaging in role playing beforehand, you can practice what strategies you would employ and how to best implement them. Angry customer Instead of the following scenario, you work in an Internet service provider firm. A road construction crew Accidentally cut a cable that allows your company to provide Internet connections for your company. You have not been given a timetable on when this should be fixed. A customer calls the help line and gets you. He's angry because his business relies upon the Internet. Each hour the Internet is down means a loss of revenue for his business. When you tell them you don't have an estimated time for a fix, he begins to shadow. You explore how you would address this customers issues. What kind of alternative solutions could you provide? What kinds of strategies would you use to de escalate the situation brewed customer? Here's a scenario where you would have to deal with a customer who is being rude and abusive. You work as a customer service representative at a call center for a company that makes exercise equipment. A customer calls in complaining that her treadmill motor is smoking. She has called in previously and was informed that her warranty has been voided because she did not follow the maintenance instructions in the handbook for her machine. She is upset because no one ever told her about maintenance when she bought the machine. She starts calling to a crook for robbing her and continues to call you names, including some we can print explore what steps he would take in the situation to remain common relaxed. How would you go about de escalating the situation? How do you avoid correcting the customer in putting her on the defensive if it became absolutely necessary? How would you phrase a warning to refrain from personal attacks? A customer from another culture, You are a customer service representative who is dealing with a customer over the phone who has a thick accent. This culture values haggling and deal making. When you suggest a possible solution, he automatically discounts it. What strategies would you employ to make sure you can understand the customer if you realize the customer is trying to haggle with you, but you are only authorized to allow so much as a solution, what strategies would you employ to address this cultural difference and impossible to please customer? You work for a cell phone company that is experiencing an outage in a specific area of town . A customer calls into complaint. She has a sick mother, needs her phone toe work so she can contact emergency services. When you ask her what solution she is looking for, she replies that she needs her phone to work right now, and she wants your company to pay for her service for the next year. How would you express empathy with his customer? While the scenario appears unsolvable, What alternatives could you offer to help this difficult to please customers? What would you do if the customer demands to speak to the CEO of your company? A study so walked into the office for her electric company and asked for some assistance. She had a thick Chinese accent that made it difficult to understand her. Amy, the customer service representative, repeated back what she heard Sue say to make sure that she understood her sues Bill showed that she hadn't paid her previous months bill, but Sue insisted that she had and showed a me the bank statement that showed her check had been processed. Amy knew that she could not credit the bill, but would have to send the issue onto her billing department for further research. When she informed Sue with the situation and asked if this was an acceptable solution to frowned, but said Yes, Amy recognized the disagreement between sues, body language and her verbal statement. Amy said, What if I call you in two days so that I can give our billing department a chance to review the situation? But this way I can let you know where things are at without you having to come back to our office? Su smiled and shook her head. Yes, she told Amy she appreciated her for taking responsibility for the problem. 20. Module 10 Case Study: was first language was in English was telling Amy that she had been double charged on her electric bill. Amy repeated back everything, Soo said, to make sure she got it right. She then informed Sue that she would have to send this to the billing department when she informed Sue of the situation and asked if there was an acceptable solution. She frowned, but said Yes. Amy recognized the disagreement between sues, body language and her verbal statement. Amy, knowing that Sue was having a hard time, said, What if I call you in two days so that I can give our billing department a chance to review the situation? Sue happily agreed and left satisfied. 21. HDC11: module. 11 following up with a customer Once you have addressed their issue, the difference between having a customer who is satisfied and the customer who will remain loyal can be determined in the steps you take to follow up with that customer. Once you have resolved a customer's issues before you end the transaction, take a moment to summarize for the customer what the issue waas and what the resolution was as well. Ask the customer if the situation is resolved and how you may further assistance. Call the customer. If a customer thinks the situation is resolved and it appears to be so, imagine how they would feel if, after you end your interaction with him, the problem comes up again. In addition to maintaining a positive relationship between the company and the customer, it's a good idea to follow up later and make sure their issue is still resolved. It's also a good way to show that you genuinely care about your customers. Circumstances. Send the customer and email. Some companies prefer that you do not call a customer to follow up. Another option is to send the customary follow up email, try to lead at least 24 hours passed before doing so to allow time for a problem to come back up. Another advantage of sending an email is that it can be less time consuming than a phone call. Mail the customer a small token when a customer has gone through a difficult challenge. A small token, such as a gift certificate or a coupon, can help erase a bad memory. Make sure that whatever you send is appropriate and within your company's policies snail mail, a handwritten or typed letter. A letter sent through the mail has an added advantage of allowing time to pass between the initial interaction and the moment your customer receives your letter. This period in between allows a customer to be certain that an issue has been resolved. A hand written letter is also a good personal touch that gives customers a sense that they're cared for as individuals. Hey, Study actually had worked with a customer over the course of a few weeks over resolving it particularly difficult to solve issue. In the course of several phone calls, she learned that Janine, her customer, was to finish working on her PhD in the coming week. Ashley was relieved that the issue had finally been resolved, even though it had been a trying circumstance for both her. Ngeny actually wrote out a hand written letter, the Thank Janine for her patients and congratulated Janine on her success in school. Three weeks later, Ashley received an autographed picture of Janine and her cap and gown that said, Customer for life, Thank you, Ashleigh. 22. Module 11 Case Study: Ashley had worked with a customer over the course of a few weeks over resolving a particularly difficult to solve issue. In the course of several phone calls, she learned that Jamie, her customer, was to finish working on her PhD in the coming weeks. Ashley was relieved that the issue had been finally resolved, even though it had been a trying circumstance for both her and Jamie actually wrote out a hand written letter that faint Jamie for her patients and congratulated Jamie on her success at school. Three weeks later, Ashley received an autographed picture of Jamie in her camping down and said, Customer for life, Thank you, Ashleigh. 23. Closing: Although this workshop is coming to a close, we hope that your journey to improve and apply the skills you learned is just beginning. Please take a moment to review and update your action plan. This will be a key tool to guide your progress in the days, weeks, months in years to come. We wish you the best of luck.