However, handling an angry customer doesnt stop there. A free powerpoint ppt presentation displayed as a flash slide show on id. I started viewing difficult customers as a new challenge rather than a condemnation. Ppt dealing with difficult people powerpoint presentation. It is inevitable that there will be times when you find a customers behaviour difficult to deal with and this can cause stress for both you and the customer. Every business, in every sector, in every industry, is filled with difficult clients or customers who make doing your job 10 times harder than it has to be. At some point in time in your career in a hotel you will have to deal with difficult customers. You will learn how to address conflicts with colleagues in a calm and professional manner and to develop an appropriate approach for breaking down a conflict in order to find a. Handling difficult customers go above and beyond to resolve the problem quickly use proven deescalation techniques o stay in control of yourself o listen o do not raise your voice o maintain a safe distance take a breather dont take it personally use humor. Handling difficult customer situations most customers are pleasant, calm, and appreciative of analysts efforts there are times when customers become upset, angry, and demanding these difficult situations can be extremely stressful you cannot control your customers behavior you can control your response to their behavior. Even if you run a business people love, difficult customers are a fact of life. Cutthepricethrifty customers focus is on saving money looking for the best deal want to feel they are getting a good deal some like to bargain often will try to find fault with product to get to lower price. Download this ebook to learn how to deal with and follow up on difficult customers. You can develop skills to adapt to the challenges difficult customers pose and extend these skills to.
The 5 major types of difficult customers and how to handle them. Ppt successfully dealing with difficult people and difficult situations powerpoint presentation free to view id. Dealing with difficult people national institutes of health. If you want to download or read this book, copy link or url below in. The worker knew that the person was trying to get away with returning a used shirt and he handled it very well.
Handling difficult customers is like removing obstacles that block the customer path to be a committed longterm loyal customer. But if handling difficult customers is faced as an opportunity rather than a hurdle, you may find that you can strengthen your customer service skills. In this clip, the narrator explains how to deal with angry customers. What makes dealing with a difficult customer especially. How to deal with difficult customers powerpoint ppt presentation. Handling difficult customer situations powerpoint presentation free to view id. Once you know the tricks of the trade, angry customers become less upsetting and more acceptable as part of the customer service landscape. Heres how to diffuse overheated situations and win them over. Prepare get started stay centered consider some dos and donts thanks to douglas stone, bruce patton and sheila heen, the harvard negotiation project. A guide for how to dealing with difficult customers. When you work in customer service, figuring out how to deal with difficult customers is part of the job but it can also be the hardest part of the job.
And a solid strategy outlining how to handle difficult customers improves your chances of retaining those customers. When it comes to calming angry or irate customers, a skilful use of language by your agents could be very important. Effective techniques for dealing with difficult customers. Teach them these simple steps to navigate through a customer service issue. Ppt successfully dealing with difficult people and. Dealing with difficult customers essential hospitality. Goto scripts for handling 10 tricky customer service scenarios. Handling angry and difficult callers course material training. Objectives understand why customers sometimes behave in challenging ways use proven techniques to handle irate, difficult, and demanding customers learn.
Types of difficult customers authorstream presentation. This course is designed for staff who handle external customers. With the good comes the bad, and in business this means dealing with difficult customers every now and again. How to defuse a situation with a difficult customer. We need to support our frontline teams in dealing with difficult customers by giving them the tools they need to succeed. Following a plan of action like the ones we outlined can help you handle. Mar 02, 2011 but the reality is that responding appropriately to guest service problems while under fire can be difficult even for seasoned customer service workers. In order for the customer to hear what you need, your communication skills must be clear and concise. The first in the series is a cheat sheet on handling difficult customers. Review the five main styles of dealing with conflict. Feb 10, 2016 for more corporate video scenarios please subscribe to our channel and check out the corporate video playlists. By utilizing our handling a difficult customer workshop your participants will see an increase in customer service, productivity, and a decrease in unhappy customers. The six basic steps for dealing with tough customers by judi moreo.
How to deal with difficult customers business news daily. Make sure that you listen actively to his problems or complaints, and resist the urge to interrupt or solve the problem right away. Hes trying to download a document from your website and is having trouble finding it on his computer. Dont claim that you have knowledge which you dont have you cant fool people too much.
Handling a difficult customer sample powerpoint by. Download courses using your ios or android linkedin learning app. Identify the causes of conflict and conflict resolution tactics. Dealing with difficult customers training guide duration.
Learn how to effectively resolve conflict and defuse difficult customer situations. Occasionally customer facing staff have to deal with frustrated, aggressive or difficult customers and this course is designed to equip them with the necessary skills and confidence to deal with these situations effectively. When you really listen to what they are trying to tell you, you are simultaneously showing concern and gaining insight into the issue they are having, which helps you to find a. Customer service training proven techniques to handle difficult customers.
Myra goldens slide deck from icae in newport beach. Dealing with customers and handling their complaints is stressful and risky. After a long day of work, it can be enough to make you rage out or crumple into a ball and weep. The right words and phrases to say to an angry customer. Enroll in our effective techniques for dealing with difficult customers course today and end every encounter on a positive note. According to online financing company for small businesses, fundera, you can prepare for and navigate any situation coming your businesss way with the proper strategies and tactics. Other scenes in this video include speaking naturally, juggling customers, and listening attentively. Michael dues, university of arizona, holly weeks, holly weeks communications, boston. Here are a few different types of angry customers and how to deal with them as a customer. Handling difficult customers islike removing obstacles thatblock the customer path to bea committed longterm loyalcustomer. Here are a few different types of angry customers and how to deal with them as a customer service representative.
Dealing with difficult customers can be challenging. Given a participative lecture, participants will identify methods for diffusing customer anger or hostility. Whether it is an irate customer, an unreasonable customer or an unhappy customer, they all create stress. Corporate video dealing with an angry customer training. Emotional intelligence and dealing with difficult people. This training video demonstrates a simple method for dealing effectively with angry customers. Customers get rude or angry for a variety of reasonssome justified, some not. Handling difficult customers powerpoint customer service.
Facing a difficult customer, whether in person, on the telephone or via direct messaging, email or social media, is many peoples worst nightmare. He offers 10 tips on how to turn a bad customer service situation into. Listen first, speak later the initial burst of anger from your customer will almost always be the most. Whether you work in food, retail, or hospitality, sooner or later, youll come face to face with a. But if you handle the situation well, you may even be able to improve your relationship, and create further opportunities. Knowing how to deal with such interactions is an essential skill of working with the public.
It is inevitable that there will be times when you find a customer s behaviour difficult to deal with and this can cause stress for both you and the customer. The six basic steps for dealing with tough customers by. Using the laugh method to work with angry or frustrated guests duration. Helping those who are not so happy can be stressful, demotivating, and costly to a business if members of staff have not received training as to how to best handle demanding customers and difficult situations. Handling difficult customer situations is the property of its rightful owner. Handling difficult customers go above and beyond to resolve the problem quickly use proven deescalation techniques o stay in control of yourself o listen o do not raise your voice o maintain a safe distance take a breather dont take it personally use humor in the workroom of course. Handling difficult customer situations ppt download. While deciding how to deal with difficult customers, remember weve all been the angry customer at some point. The key to dealing with difficult customers is to first understand what type of difficult customer they are and then to use the right approach to handle them. Patience is the key to handle this type of customers the other key is knowledge dont claim that you have knowledge which you dont have you cant fool people too much. Identify the difficult customers aggressive passive identify reasons that customers are difficult discuss techniques for managing the situation that is a good.
What is the difference betweenupset customerdifficult customer 5. You may download and print one copy of these notes. You feel like youre constantly falling victim to customers who shout at you for doing your job, team members who take credit for your ideas, or a boss who blames you if he misses an appointment even though you entered it into his calendar a month ago. Identifying which customer type youre dealing with is the first step to successfully handling the incident, writes meredith wood, editorinchief at fundera, in a post. Think about difficult conversations differently be better able to. But retail pros know that theyre going to be dealing with an angry customer who makes offering highquality service difficult. Patience is the key to handle this type of customers b. Find powerpoint presentations and slides using the power of, find free presentations research about dealing with difficult customers ppt. Be a better guide free tour guide training 31,450 views. Customer service training workshop handling difficult. View and download powerpoint presentations on dealing with difficult customers ppt. Ppt handling difficult customers powerpoint presentation. Dealing with complaints and difficult customers ppt download. Dealing with difficult customers linkedin learning.
Initially, dealing with such customers was a difficult task but with time, i learned how to handle them, shares robin luo of rochehandle. Dec 22, 2019 displaying powerpoint presentation on difficult customers pbworks available to view or download. Your participants will be provided a strong skill set including inperson and over the phone techniques, addressing complaints, and generating return business. Dealing with happy customers, clients and staff is enjoyable and rewarding. Dealing with aggressive and difficult customers training. Your natural reaction would be to feel defensive and try explaining why the situation occurred. Types of difficult customers powerpoint ppt presentation. They may be a small percentage of your community, but in the moment, they can feel impossible to handle. Dealing with difficult customers and situations course aims. Given a participative lecture and small group activity, participants will develop strategies for handling difficult customers.
Webinar on handling difficult conversations with employees in this program, judi clements gives you some valuable guidelines for handling difficult interactions with. Mike effle, ceo of vendio, a multichannel ecommerce solution, knows a thing or two about how to deal with difficult customers. Getting started handling a difficult customer may seem like a thankless job. Customer service dealing with difficult customers ppt download. Quality customer service may be what differentiates a company from its rivals. If so, share your ppt presentation slides online with. The workshop will focus on conflict resolution and how you can learn to effectively deal with difficult situations and people.
The type of individual who thrives in this type of environment needs to be very customer focused. Strategies with dealing with difficult customers and staying in control of the situation. Dealing with unhappy customers communication skills from. Real life example we were waiting in line to return something to target and the lady in front of us was trying to get away with returning a shirt with a stain in it. Apr 02, 2020 how to defuse a situation with a difficult customer. One of the most difficult things about working in customer service can be the people. With the right approach, even the most frustrating customer can be served with a minimal amount of stress. Handling difficult customers either face to face or on the phone can be an intimidating or challenging task especially if it is charged with irrational statements and emotion. Ppt how to deal with difficult customers powerpoint. If dealing with irate customers makes you want to drive home, jump back into bed, and hide under the covers. Here, we present our analysis of the four main irate customer personality types and our list of suggested phrases for tackling these most difficult of characters. Verbal aikido as a strategy for handling the consumer vigilante extremely difficult customers i had such a fun monday.
The adobe flash plugin is needed to view this content. If talking to customers is part of your role, however, it is almost inevitable that you will have to deal with a difficult customer sooner or later. It covers topics such as how to get customers to calm down, dealing with difficult calls, creating a lasting impression and presenting solutions in a positive way. Handling difficult customers islike removing obstacles thatblock the customer path to. He continues, the most effective tip that has helped me to date is to develop thick skin. The six basic steps for dealing with tough customers by judi moreo every day millions of people risk their lives by ignoring the lethal effects of stress caused by the frustration of not getting around to important work because of highly difficult and demanding customers that interfere with their productivity. These are some examples of how to deal with difficult customers. This has to be one of the most crucial aspects of handling difficult callers, and customers in general.
Getting him to tell you the steps he took is difficult and almost impossible, and you can hear the frustration in the customer s voice. Often, this is due to things you cannot avoid, such as a shipping issue that a third. Dealing with complaints and difficult customers ppt download please login cite. Free online dealing with difficult people course total.