A Guide to dealing with A Guide to dealing with difficult customersdifficult customers

Mary Mary LeachLeach

Introduction to the Guide

In this Guide we are going to look at the following:-

Why customers complain

Different types of complainers and how to spot them

How to respond on the phone

How to respond via email and letter

How to follow the complaints process

Why Customer Complain!

Why Customers Complaint!! Well.... You tell me!! After all we are all customers, why do we complain?

As the quote below perfect illustrates we aren't always going to get it right in customer services. However what the customer is looking for! The care factor, the fact you care enough to solve there problem or at least are trying looking at it from their point of view and sort it out.

They're upset at the situation and its also important to remember your just the first person they have come to on the telephone therefore it was chance that you got each other and chance that your dealing with this . REMEMBER THAT ITS NOT YOU PERSONALLY ITS ABOUT WHATS GONE WRONG SO DONT TAKE IT TO HEART (hard I know)

Ultimately they are not calling because we got it right, there calling as they feel we have not do what we promised. If this were you, would you be happy that you had to call?

Why Customer Complain!

Think about it for a minute.....

Last time something didn’t go well how did you react?

Were you calm and collected or shouting and angry?

Its more about emotion, like that angry, frustrated, annoyed and disappointed its not because your happy,encouraged or amazed its because something has gone wrong expectations have not been meet and you want some to do something about it

Mmm... be honest in hind sight would you now do the same now you have had time to calm down and think about?

At that stage were you more emotional than rational and mostly like a knee -jerk reaction. So it important to remember that - Why would our customer be any different there people too just like you and me?

This handout isn't designed to go in to detail but to help with tips to help the customer experience and to give you some pointers to help next time you get a compliant call.

The Different types of complainersThe Different types of complainers and how to deal with them!! and how to deal with them!!

MMeek Customerseek Customers

tend to avoid confrontation and tend to avoid confrontation and won’t make their complaints won’t make their complaints known at the time. In fact, unless known at the time. In fact, unless you you areare actively seeking actively seeking customer feedback, you may customer feedback, you may never know the Meek Customer never know the Meek Customer was dissatisfied with the service was dissatisfied with the service he or she received.he or she received.

Resolve their issues ..Resolve their issues ..

You need to reach out to You need to reach out to these customers to these customers to solicit comments and solicit comments and complaints, and then complaints, and then do whatever is do whatever is necessary to address necessary to address their concernstheir concerns

The High-Roller CustomerThe High-Roller Customer

This type of customer may This type of customer may behave more like Aggressive behave more like Aggressive Customers.Customers.

Resolve their issues...Resolve their issues...

The High-Roller Customer wants The High-Roller Customer wants to know what you are going to to know what you are going to do to recover from the do to recover from the breakdown in customer service. breakdown in customer service. Rather than offer excuses, your Rather than offer excuses, your best approach is to listen best approach is to listen respectfully and ask questions respectfully and ask questions to get to the root of the problem.to get to the root of the problem.

The breakdown in customer The breakdown in customer service. Rather than offer service. Rather than offer excuses, your best approach is excuses, your best approach is to listen respectfully and ask to listen respectfully and ask questions to get to the root of questions to get to the root of the problem.the problem.

Aggressive CustomersAggressive Customers

Unlike the Meek Customer, theUnlike the Meek Customer, the Aggressive Customer complains Aggressive Customer complains loudly to any and all who will loudly to any and all who will listen. Aggressive Customers listen. Aggressive Customers don’t respond well to those who don’t respond well to those who are aggressive in return, and are aggressive in return, and they tend to be dismissive of they tend to be dismissive of excuses or reasons for the excuses or reasons for the unsatisfactory experience.unsatisfactory experience.

Resolve there issues..Resolve there issues..

The best response for The best response for Aggressive Customers is to listen Aggressive Customers is to listen to their complaints, acknowledge to their complaints, acknowledge the problem, and let them know the problem, and let them know exactly how and when it will be exactly how and when it will be resolveresolvedd

More type of customers and how they complaint More type of customers and how they complaint and how to deal with them.and how to deal with them.

The Rip-Off CustomerThe Rip-Off Customer

Rip-Off Customers aren’t really looking to Rip-Off Customers aren’t really looking to resolve the issue. Instead, they’re more resolve the issue. Instead, they’re more interested in getting something they’re not interested in getting something they’re not entitled to receive. If your attempts to entitled to receive. If your attempts to mollify a customer are met with an mollify a customer are met with an incessant response of “Not good enough,” incessant response of “Not good enough,” then odds are you’re dealing with a Rip-Off then odds are you’re dealing with a Rip-Off Customer.Customer.

How to response..How to response..

When handling complaints of this type, your When handling complaints of this type, your best bet is to stay objective and keep your best bet is to stay objective and keep your own personal feelings in check. Back up own personal feelings in check. Back up your position with actual, quantifiable data, your position with actual, quantifiable data, and make sure you document everything.and make sure you document everything.

If this customer does respond with “Not If this customer does respond with “Not good enough,” then you might consider good enough,” then you might consider asking what he or she would like you to do asking what he or she would like you to do to make things right.to make things right.

Just make sure that your Just make sure that your response is in keeping response is in keeping with Towergate policywith Towergate policy

The Chronic Complainer CustomerThe Chronic Complainer Customer

These customers are never satisfied and will These customers are never satisfied and will always find something wrong. As frustrating as always find something wrong. As frustrating as this can be, it’s important to remember that they this can be, it’s important to remember that they are your customers and you can’t simply dismiss are your customers and you can’t simply dismiss their complaints.their complaints.

Responding to the Chronic Complainer Customer Responding to the Chronic Complainer Customer takes extraordinary patience. As with the Rip-Off takes extraordinary patience. As with the Rip-Off Customer, it’s important to stay calm and Customer, it’s important to stay calm and collected. A sympathetic ear, a sincere apology, collected. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are and an honest effort to correct the situation are likely to be the most productive.”likely to be the most productive.”

Unlike Rip-Off Customers,Unlike Rip-Off Customers,

Chronic Complainer Customers can beChronic Complainer Customers can be quite quite reasonable and will appreciate your attempts to reasonable and will appreciate your attempts to redress the situation. In fact, despite their redress the situation. In fact, despite their constant complaining, they tend to be good constant complaining, they tend to be good customers and will happily tell hers about your customers and will happily tell hers about your positive response to their complaintspositive response to their complaints

Source:- Source:- Dex Media Home » » Blog Home » » Reputation » 5 Types of » 5 Types of Complaining Customers (and How to Handle Them) Complaining Customers (and How to Handle Them)

5 Types of Complaining Customers (and How to Handle Them)5 Types of Complaining Customers (and How to Handle Them)May 8, 2014 - Posted by May 8, 2014 - Posted by Chris Irby to to Reputation

Guide to a successful compliant handling Guide to a successful compliant handling on the phoneon the phone

The above diagram comes from this website Www.contactcentreportal.comWww.contactcentreportal.com

Tip for handling phone callsTip for handling phone calls..

Keep Calm, once you lose this you have lost the whole argument and everything will take twice a Keep Calm, once you lose this you have lost the whole argument and everything will take twice a long to resolve. Remember its only a phone call not a war.long to resolve. Remember its only a phone call not a war.

Don't use jargon where you have to explain it!! Don't use jargon where you have to explain it!! Speak clearly but don't over simplify.Speak clearly but don't over simplify. Empathise with the person but at not time accept liability until the complaint is settledEmpathise with the person but at not time accept liability until the complaint is settled Don't give out personal information like phone numbers or emails of your team leaders they wont Don't give out personal information like phone numbers or emails of your team leaders they wont

thank you, use the Manchester enquiries email addressthank you, use the Manchester enquiries email address Try to get a full picture of what's happened when and why and how to get to the bottom of it and Try to get a full picture of what's happened when and why and how to get to the bottom of it and

try and keep them to their current problem not their overall history with the company and make try and keep them to their current problem not their overall history with the company and make notes you may need them for later especially spellings.notes you may need them for later especially spellings.

Keep them informed of the next step if your dealing with it give realistic time scales Keep them informed of the next step if your dealing with it give realistic time scales if someone else is contacting them give them there name for example it will be deal if someone else is contacting them give them there name for example it will be deal with by complains they will be in touch with you and take you through the next with by complains they will be in touch with you and take you through the next

stepssteps..

What is a compliment ?What is feedback?

What is a compliant?

A compliment and feedback our normal something that don't have an follow up action. A comment really a compliment normally relates to a person and feedback a process

Where as a complaint is normal Where as a complaint is normal an expression of dissatisfaction an expression of dissatisfaction either in writing or verbally over either in writing or verbally over the phone and an action to the phone and an action to resolve is requiredresolve is required

These three are all logged on the cms system that is found on These three are all logged on the cms system that is found on the Towergate Intranet page by login in with normal the Towergate Intranet page by login in with normal passwords and following instructions. Follow training notes passwords and following instructions. Follow training notes for this if unsure or ask team leader or members of your for this if unsure or ask team leader or members of your team. If can be dealt with in 24 hours we can do this and if team. If can be dealt with in 24 hours we can do this and if not needs to be passed on to the complaints teamsnot needs to be passed on to the complaints teams

Things to try after a difficult call!!

Don't take it to the next call its not there fault Don't take it to the next call its not there fault

Take a deep breath for a moment before you go and take another call, breath out the Take a deep breath for a moment before you go and take another call, breath out the negative close your eyes if it helpsnegative close your eyes if it helps

Get up go for a walk round the office to clear your head a minuteGet up go for a walk round the office to clear your head a minute

Go and get yourself a cup of tea or coffee.Go and get yourself a cup of tea or coffee.

Talk to your team mate or team leader and Talk to your team mate or team leader and they can help with your mindset before you move on againthey can help with your mindset before you move on again

Things to try after a difficult call!!

Don't take it to the next call its not there fault Don't take it to the next call its not there fault

Take a deep breath for a moment before you go and take another call, breath out the Take a deep breath for a moment before you go and take another call, breath out the negative close your eyes if it helpsnegative close your eyes if it helps

Get up go for a walk round the office to clear your head a minuteGet up go for a walk round the office to clear your head a minute

Go and get yourself a cup of tea or coffee.Go and get yourself a cup of tea or coffee.

Talk to your team mate or team leader and Talk to your team mate or team leader and they can help with your mindset before you move on againthey can help with your mindset before you move on again

Do and Don't for replying to a complaint in letter

• Do be polite and set the right tone

• Check it before you Be formal use full names

• Structure first paragraph -thank them for contact you

• Second paragraph outline the compliant

• Third paragraph states what we do to fix it, when and how.

• Finally paragraph – round up and give contact details

Don't blame others Don’t abbreviate

unless you have to. Don’t point fingers at

other departments or people

Keep it brief and to the point but not rude or abrupt

Don’t send it to the wrong person,

Make sure to spell check/grammar check

Don’t send it without make sure its checked first

Do and Don't for replying to a complaint in an email

• Do treat the email like a letter

• Check it before you send it as there is no going back,

• If in doubt email it to a team leader first to check it over.

• Use checkers spelling and grammar

• Be formal its not an email to a mate this is important

Don't use text speak or numbers example 2 instead of words

Don’t abbreviate unless you have to.

Don’t point fingers at other departments or people

Keep it brief and to the point but not rude or abrupt

Dint send it to the wrong person,

Follow up make sure they got it