Difficult Customers... and Situations. Learning Objectives Identify methods for diffusing customer...
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![Page 1: Difficult Customers... and Situations. Learning Objectives Identify methods for diffusing customer anger or hostility Develop strategies for handling.](https://reader035.fdocuments.us/reader035/viewer/2022062306/5a4d1b617f8b9ab0599ad4ed/html5/thumbnails/1.jpg)
Difficult Customers . . .
and Situations
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Learning Objectives
• Identify methods for diffusing customer anger or hostility
• Develop strategies for handling difficult customers
• Identify situations that tend to be difficult and develop strategies to diffuse them.
Universal Protection Service Certified Security Professionals
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Why Bother?
• Because they are the Customer! It’s our job
• To help minimize stress levels
• Irate customers will tell others
• Never sure who the customer is / where their influence lies
• Personally satisfying to be successful
• Challenge to understand human nature
Certified Security Professionals
Universal Protection Service
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UnderstandingWhy do customers become
• Upset• Dissatisfied• Hostile • Frustrated• Angry?
Certified Security Professionals
Universal Protection Service
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Verbal Clues
How do you know someone may be • angry• dissatisfied• upset?
Brainstorm
Certified Security Professionals
Universal Protection Service
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Brainstorming Results
Yelling Threats Expletives “I don’t understand….” “I don’t have time!” Sighing “You …” Name calling “They didn’t ask me to do that the last time.”
“You said …” (Trust broken)
Verbal Clues
Certified Security Professionals
Universal Protection Service
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Non-Verbal Clues
How do you know someone may be • angry• dissatisfied• upset?
Brainstorm
Certified Security Professionals
Universal Protection Service
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Brainstorming Results
Non-Verbal Cues
Staring Folded arms Quick movements Can’t wait Persistence Check watch Ignore you Throw things Raised voice
Certified Security Professionals
Universal Protection Service
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Deal with the Emotions
Deal with the feeling first . . .
Then deal with the customer’s problem!
Certified Security Professionals
Universal Protection Service
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Empathy
“the capacity for participation in another’s feelings or idea.”
-- Webster’s New Collegiate Dictionary
Certified Security Professionals
Universal Protection Service
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Dealing with Emotions
Individually complete the exercise form
Exercise
Certified Security Professionals
Universal Protection Service
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“That’s too bad, but it still happens a lot to the employees who work in this building.” - Not Empathetic
“I get the feeling you’re very unhappy about what happened.” - Empathetic
“I think you have a problem here.” - Not Empathetic
“Well, that’s what you think happened.” - Not Empathetic
“I’m so sorry that happened to you.” - Empathetic
Empathetic or Non-Empathetic
Certified Security Professionals
Universal Protection Service
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“What are you so angry about? It happens all the time.”
- Not Empathetic
“I can tell you are really upset, I am so sorry.” - Empathetic
“I think you had better calm down.” - Not Empathetic
“I don’t think we can do anything about it.” Sorry about that.
- Not Empathetic
“I think we have a problem here. – Empathetic
Empathetic or Non-Empathetic
Certified Security Professionals
Universal Protection Service
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Who’s in charge?
Certified Security Professionals
Universal Protection Service
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Handling Difficult People / Situations
Universal Protection Service
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Deal with Emotions: SOFTEN
S = Smile
O = Open Posture
F = Forward
T = Territory
E = Eye Contact
N = Nod AttentivelyDeveloped by Randy Bauer, President
Leadership Training Association
Universal Protection Service
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Implement these Principles
Be aware of verbal and non-verbal signs of anger
Deal with emotions first, then the problem
Empathized by asking open questions, give feedback and summarize the issue.
Use SOFTEN communication skills for interactive listening.
Certified Security Professionals
Universal Protection Service
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Other Difficult Situations Limited English Speaking Long winded talker Argumentative Verbally Abusive Threatening Hostile Understanding Type A / B Personalities
s
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Limited English SpeakingBe Patient and concentrate
Speak slowly and distinctly
Be extra courteous
Avoid using slang or industry jargon
Speak in a normal tone of voice
Reiterate what has been said
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Long-Winded Talker• Ask closed questions• Limit the time for them to interrupt• Set a boundary - • Provide a minimal response• Smile and be pleasant, but do not encourage• Wind up – thank them for . . .• Do not be rude
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Universal Protection Service
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Argumentative Customers
• Speak Softly
• Ask for their opinion
• Don’t get drawn into an argument
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Universal Protection Service
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Verbally Abusive CustomerRemain Calm
Let the customer know the consequences, calmly and objectively
Certified Security Professionals
Universal Protection Service
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Threatening Customers
• Threats can be an attempt to intimidate you.
• Keep calm and keep your responses focused on the issue at hand.
Certified Security Professionals
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Hostile / Angry Customer
• An angry customer is most likely not angry with you.
Certified Security Professionals
Universal Protection Service
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Hostile/Angry Customers
Wait until their hostility peaks and then begins to cool.
Certified Security Professionals
Universal Protection Service
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Hostile/Angry Customer Strategy
• Remain calm
• Let them vent
• Show empathy
• Restate the problem
• Find agreement with the customer
Universal Protection Service
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Hostile/Angry Customer Strategy
• Slow things down
• Get on with the solution
• Words to avoid
•Can’t
•Won’t
•But
•Policy
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Control versus Non-Control
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Type A Personality• Must finish everything once started• Very competitive.• Always in a hurry. Moves and talks fast (eating, walking,,,)• Can’t concentrate on doing one thing at a time. Always thinking
what to do next.• Always wants to be noticed or admired when doing something
good.• Not easy-going• Not concerned about the things outside of work.• Always has a time limit.
Certified Security Professionals
Universal Protection Service
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Summary
Universal Protection Service Certified Security Professionals