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Dealing with difficult customers (2)

The document discusses strategies for dealing with difficult customers and emphasizes the importance of effective communication and customer service skills. It includes various exercises and discussions on handling complaints, responding to customer feedback, and understanding customer behavior. Additionally, it provides vocabulary and practice activities to enhance customer service interactions.

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Sofia
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81 views

Dealing with difficult customers (2)

The document discusses strategies for dealing with difficult customers and emphasizes the importance of effective communication and customer service skills. It includes various exercises and discussions on handling complaints, responding to customer feedback, and understanding customer behavior. Additionally, it provides vocabulary and practice activities to enhance customer service interactions.

Uploaded by

Sofia
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Hello!

Dealing with difficult


customers
Critical Reading Club
article link
Let’s get started
with a warm-up
Look at the saying and think about why the people might
say it is true.

The customer is always right.

customer
business owner
customer service rep
Let’s talk!
Discuss the questions.

Have you ever had to make a complaint? What was it


about? What was the result?
Should companies always give a refund if a customer is not
satisfied with their service?
What is the biggest discount on a product or a service you
have ever got? Why did you get it?
In what situations have you heard: ‘We appreciate your
patience.’?
Discuss the questions.

Look at the things described in the article. Why do you think


an employee should or shouldn’t do these things when they
deal with an angry customer?

let the customer be heard ask the customer what they expect
apologize let the customer bully them

Why do some customers treat customer service employees


badly?
What should an employee say or do when a customer is
bullying them?
How can a business owner make sure that their company
provides excellent customer service?
Let’s learn some vocabulary!
Match the comments with the responses.
1. Thank you, we appreciate your
a. I still haven’t received the bag I
feedback.
ordered two weeks ago.
2. I understand that you are upset
b. Are you crazy?! It’s all your fault!
but you need to calm down so
c. I had to wait 15 minutes to talk to
that we can work together.
you.
3. I’m sorry to hear that. Let me
d. I think your website is very
look into it. What’s your order
difficult to use. You should
number?
improve it.
4. What can we do to make things
e. I know that I should check out
right?
before 11 but I would like to stay
5. I apologize for the
in my room until midday.
inconvenience.
f. It’s not the size I wanted. I can’t
6. I’m afraid it’s not possible. It’s
wear it.
against our policy.
Let’s check the answers.
a. I still haven’t received the bag I 1. Thank you, we appreciate your
ordered two weeks ago. feedback.
b. Are you crazy?! It’s all your fault! 2. I understand that you are upset
c. I had to wait 15 minutes to talk to but you need to calm down so
you. that we can work together.
d. I think your website is very 3. I’m sorry to hear that. Let me
difficult to use. You should look into it. What’s your order
improve it. number?
e. I know that I should check out 4. What can we do to make things
before 11 but I would like to stay right?
in my room until midday. 5. I apologize for the
f. It’s not the size I wanted. I can’t inconvenience.
wear it. 6. I’m afraid it’s not possible. It’s
against our policy.
Let’s practise!
Decide how you would respond to the customers’
comments below. Use the words and phrases in brackets.

a. I just received a package from you but it is not what I ordered.


(return, refund)
b. I don’t think I will ever do business with you again. (sorry to, things
right)
c. You should be ashamed of yourself! (understand, calm)
d. I would like to make a complaint. I was charged twice. (refund,
inconvenience)
e. I want a full refund. (our policy, next purchase)
f. I think my luggage is lost. (look into, patience)
Let’s see some possible answers.

a. I just received a package from you but it is not what I ordered. (return, refund)
You can return the product and get a new one or I can give you a refund.
b. I don’t think I will ever do business with you again. (sorry to, things right)
I’m sorry to hear that. What can we do to make things right?
c. You should be ashamed of yourself! (understand, calm)
I understand you’re frustrated but please calm down.
d. I would like to make a complaint. I was charged twice. (refund, inconvenience)
I will give you a refund immediately. I apologize for the inconvenience.
e. I want a full refund. (our policy, next purchase)
I’m afraid that’s against our policy. But I can offer you a discount on your next
purchase.
f. I think my luggage is lost. (look into, patience)
Let me look into it. I appreciate your patience.
In a moment, you’ll watch a video titled:

How to Deal with Difficult


People
Let’s see some possible answers.
Let’s discuss.

1. List three physical reactions our bodies experience when interacting with
difficult people, as mentioned in the transcript.
2. What does Jay Johnson say about the role of our brain in how we perceive
and react to difficult people?
3. According to the transcript, how can conflict with difficult people affect
workplace performance?
4. How does labeling someone affect our perception of them, according to
Jay Johnson? Give an example from the transcript.
5. List two strategies Jay Johnson suggests for controlling our reactions
when dealing with difficult people.
Match the words to their definitions.

a. Absenteeism 1. The process by which the body uses food


for energy
b. Survival 2. Continuing to live, especially in a
dangerous situation
c. Metabolism
3. A feeling of stress or pressure
d. Label 4. The habit of not being present at work or
school
e. Tension 5. To categorize or classify something or
someone
Fill in the blancks.

absenteeism recognition metabolism behavior


label tension turnover

1. When we feel nervous, our __________ can slow down, affecting


how we process food.
2. If you want to improve __________ in your team, try giving them
positive __________ for their efforts.
3. The constant __________ between two departments can cause
stress and reduce productivity.
4. People often __________ others quickly, without understanding
their real behavior.
5. Regular __________ affects company performance and leads to
higher __________ rates.
Choose a synonym for each vocabulary word.

Difficult Bother Stress


a) Easy a) Annoy a) Calm
b) Challenging b) Ignore b) Anxiety
c) Relaxing c) Listen c) Happiness
Communication

Communication Reward
a) Silence a) Punishment
b) Exchange b) Prize
c) Relaxation c) Absence
Use the correct form of each word in parentheses to
complete the sentence.

1. The __________ (recognize) from her manager made her feel


appreciated.
2. His __________ (argue) with his colleague caused a lot of stress.
3. Improving __________ (self-aware) can help people react better to
difficult situations.
4. They need a new __________ (frame) to analyze the problem.
5. __________ (tension) often rises when people don’t communicate
well.
THANKS!

ESL Brains

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