Overcoming Challengesand Challenging Customers

Training Agenda

• 7-Step Strategy• Diffusing an Aggressive Customer• Dealing with Complainers

• Recognize the obstacles• Determine what is standing in your way• Write down what you want to eliminate• By removing it, what will this enable you to

do?

Step 1: Write Down the Challenge or Barrier

Step 2: Define the Challenge

• What is keeping you from getting past the barrier?

• Why haven’t you been able to overcome it?• Be objective• Be honest in your analysis

Step 3: Analyze What’s On the Other Side of “But”

• Are there excuses?• Be honest about why you aren’t achieving

your goals• Avoid self-limiting beliefs

Step 4: Ask Yourself What You Stand to Lose

• Excuses can be costly–Don’t let yourself make them

• Think about the consequences –Will you be happy with the choice you

make?

Step 5: Think Past Problems

• Have you had similar problem in the past?• Lessons learned• Analyze the approach you used before

– What were the results?• Could you have done things differently?• What can be adjusted to better the outcome?

Step 6: What are the Benefits?

• Rewards• Think about not-so-obvious benefits• Future sales and referrals• Personal gain

Step 7: Take the First Step

You’ve assessed the challenge, now it’s time to get going!• Make a list of three action steps• Identify expected accomplishments• See your action items through!• Give it time!• Don’t quit!

Dealing with Hostile and Aggressive Customers

• Remain calm and professional• Let them vent• Find the right moment to put your voice in• Sit them down• Be friendly• Keep eye contact• Do not argue

• Listen• Do not pass judgment• Maintain a service attitude• Do not rush to agree or apologize• Solve the problem• Ask “what else?”

Dealing with Complainers

Summary• Overcoming Challenges

– Focus on achieving success not the excuses to quit– Tackle obstacles and take action– Persevere

• Hostile, Aggressive and Complaining Customers– Listen, maintain professionalism– Be knowledgeable so you can help– Maintain a ‘service attitude’