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Handling Difficult Customers

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Shesadev Nayak
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27 views

Handling Difficult Customers

Uploaded by

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

Customers

Dr. Shesadev Nayak


Professor, SoM and Director-CDC
O P Jindal University, Raigarh
Mobile : 9109977032
E-mail : [email protected]
Learning objectives

By the end of the session, you will be able to:


• Describe how to communicate with dissatisfied customers
• Describe the skills required to deal with potentially
volatile or unpleasant situations
• Identify responses and actions that may make problems
worse
• Describe how to adapt their communication style,
attitude and response to meet individual customer needs
• Describe how to inform customers when promises cannot
kept as a result of unforeseen circumstances
• Explain how, when and to whom problems can be
referred to
Customer complaints
Paired activity
Discuss and write down personal experiences of either:
a) A complaint made by you, and how it was dealt with (positively
or negatively).
b) A complaint made to you while in work, and how it was dealt
with (positively or negatively).

There should be a particular focus on:


• Speed of response.
• Efficiency of response.
• Attitude of the employee/s involved.
• Did the employee/you accept responsibility or apportion blame
elsewhere?
• Communication throughout the process.
Dealing with complaints

The employee should:

• Listen without interrupting.


• Thank the client for his/her feedback and for
bringing the issue to his/her attention.
• Take ownership of the complaint.
• Be polite.
• Remain calm and never enter into an argument.
Dealing with complaints

The employee should:


• Follow organisational procedures ‒ record the
complaint (fill in a complaint form), acknowledge
receipt of it, and reassure the customer that it will be
resolved in a timely fashion.
• Offer a point of contact ‒ advise the client of possible
solutions or alternatives, allow them to decide on an
appropriate solution and ensure that they are appeased
before they leave.
• Inform the relevant staff about the problem.
• Communicate with the client and update him/her on
progress.
Dealing with angry customers
Aggressive language Assertive language
‘Don’t you dare speak to me like ‘I’d prefer it if you didn’t speak to
that!’ me in that way.’
‘With that attitude, how do you ‘I can understand your frustration;
expect us to resolve this?’ let’s see what we
can do about this.’
‘Shut up or I won’t continue this ‘I won’t be able to continue this
conversation!’ conversation if you
keep using bad language.’
Aggressive body language Assertive body language
Scowling. Open facial expression.
Closed posture with arms folded. Open posture.
Invading personal space. Standing at a respectful distance.
Using customer complaints as an opportunity

Complaints should neither be taken


personally, nor be dealt with in a
defensive, ‘blame-culture’ manner.

Instead, they should be used as an


opportunity to show just how much
you (and your organisation) care
about customers in dealing with
their issues positively.

They are also a great learning


opportunity to ensure the same
problems do not reoccur in the
future.
Is the customer always right?

Watch this video clip and decide for yourself.........!!


Learning review

Can you now:


• Describe how to communicate with dissatisfied customers?
• Describe the skills required to deal with potentially volatile or
unpleasant situations?
• Identify responses and actions that may make problems
worse?
• Describe how to adapt their communication style, attitude
and response to meet individual customer needs?
• Describe how to inform customers when promises cannot be
kept because of unforeseen circumstances?
• Explain how, when and to whom problems can be referred to?

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