CHAPTER SEVEN

Handling Difficult Customer

Encounters

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7-2

LLEARNINGEARNING O OBJECTIVESBJECTIVES

Recognize different personality types

Use Emotion-Reducing Model

Determine strategies to use

Exhibit confidence

Develop internal customer relationships

Use 5-step Problem-Solving Model

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7-3

DDIFFICULT IFFICULT CCUSTOMERSUSTOMERS

Lack knowledge

Dissatisfied with products/services

Demanding

Talkative

Internal customers with special requests

ESOL

Elderly who need assistance

Disabilities

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7-4

WWHY HY PPEOPLE EOPLE BBUYUY

Needs

Wants

Emotional reactions

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7-5

MASLOW’S HIERARCHY OF NEEDS

SELFACTUALIZATION

ESTEEM

SOCIAL

SAFETY

PHYSIOLOGICAL

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7-6

EEMOTION-MOTION-RREDUCING EDUCING MMODELODEL

Customer-FocusedMessage

Customer-FocusedMessage

Customer-FocusedMessage

Problem Resolution

Customer Emotion Emotional Situation

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7-7

AANGRY NGRY CCUSTOMERS (1)USTOMERS (1)

Be positive

Acknowledge feelings or anger

Reassure

Remain objective

Determine the cause

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7-8

AANGRY NGRY CCUSTOMERS (2)USTOMERS (2)

Listen actively

Reduce frustrations

Negotiate a solution

Conduct follow-up

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7-9

DDISSATISFIED ISSATISFIED CCUSTOMERSUSTOMERS

Listen

Remain positive

Smile, give name, offer assistance

Don’t make excuses

Be compassionate

Ask open-ended questions

Verify information

Take appropriate action

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7-10

IINDECISIVE NDECISIVE CCUSTOMERSUSTOMERS

Be patient

Ask open-ended questions

Listen actively

Suggest other options

Guide decision making

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7-11

DDEMANDING EMANDING OOR R DDOMINEERING OMINEERING CCUSTOMERSUSTOMERS

Be professional

Respect the customer

Be firm and fair

Tell what you can do

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7-12

RRUDE UDE OOR R IINCONSIDERATE NCONSIDERATE CCUSTOMERSUSTOMERS

Remain professional

Don’t resort to retaliation

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7-13

TTALKATIVE ALKATIVE CCUSTOMERSUSTOMERS

Remain warm and cordial

Ask specific open-ended questions

Use closed-ended questions

Manage the conversation

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7-14

IINTERNAL NTERNAL CCUSTOMERSUSTOMERS

Stay connected

Meet all commitments

Don’t sit on emotions

Build professional relationships

Adopt good-neighbor policy

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7-15

AADOPTING DOPTING GGOOD-OOD-NNEIGHBOR EIGHBOR PPOLICYOLICY

Avoid gathering/loud conversations

Maintain grooming and hygiene

Don’t abuse call forwarding

Avoid unloading personal problems

Avoid office politics and gossip

Pitch in

Be truthful

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PROBLEM-SOLVING PROCESSPROBLEM-SOLVING PROCESS

Identify theProblem

Compileand

Analyzethe Data

Identifythe

Alternatives

Evaluatethe

Alternatives

Makea

Decision

Monitorthe

Results