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HOSTILE CUSTOMERS
  Without Becoming One
PRESENTED BY:
            Jim Marteney
 Professor of Speech Communication
      Los Angeles Valley College
WHO ARE
   YOUR
CUSTOMERS?
WHAT IS THE DIFFERENCE
       BETWEEN

Upset Customer

Difficult Customer
UPSET
CUSTOMER

Can be Fixed
STRATEGIES
     FOR
CONTROLLING
  AN UPSET
  SITUATION
DON’T
ARGUE
AVOID
BEING THE
 EXPERT
AVOID
CREATING
  MORE
 ANGER
WATCH
 YOUR
WORDS
Red Flag Words
AVOID
PERSONAL
FEELINGS
6 STEPS OF DEALING WITH
   UPSET CUSTOMERS
Step One: Begin with a positive attitude

 Step Two: Let Customer Vent

   Step Three: Be Empathetic to the Customer

      Step Four: Demonstrate You Understand

          Step Five: Begin Active Problem Solving

             Step Six: Mutually Agree on the Solution
Step One: Begin with a positive attitude




     We are not
    born with an
      attitude.
Step One: Begin with a positive attitude

 Causes of poor attitude

       Low self esteem
       Fear
       Boredom
       Resentment
       Unresolved conflict
Step One: Begin with a positive attitude

   Keeping a Positive attitude


           Start each day fresh
           Enjoy the moment
           Surround with Positives
Step One: Begin with a positive attitude

    Two Types of People

      Fountains               Drains
Step One: Begin with a positive attitude




      Glass half
         full?
Step One: Begin with a positive attitude



     Depends if you are

         Drinking
            or
         Pouring
Step One: Begin with a positive attitude



     “I see a glass
    that is twice as
    big as it needs
         to be.”
Step Two: Let Customer Vent




   Nothing can be
    solved while
  customer is angry
Step Two: Let Customer Vent




   Venting allows
  anger to subside
Step Two: Let Customer Vent


    Zip Your Lip
    Accept Anger
    Don’t take it personally
    Listen Carefully
    Never Say “Calm Down
Step Three: Be Empathetic to the Customer



 Whats the Difference
 between hearing and
 listening?


Listening is a learned skill.
Step Three: Be Empathetic to the Customer

 3 Levels of Communication

    Words        7%

    Paralanguage 38%

    Nonverbal    55%
Step Three: Be Empathetic to the Customer


   2 Types of listening


        Deliberative      Focus on Words

        Empathic          Focus on Speaker
Step Four: Demonstrate You Understand



    Paraphrase
Step Five: Begin Active Problem Solving
Step Five: Begin Active Problem Solving

      Friendliness
      Understanding
      Fairness
      Information
      Options and Alternatives
      Control
Saying No


Hard No



Service No
Saying No


Hard No

  “That’s not our policy.”
  “That’s not my job.”
  “I’m not allowed to do that.”
  “I have no idea.”
Saying No


Service No

  Phrase 1 What I will do is...


  Phrase 2 What you can do
Step Six: Mutually Agree on the Solution
Remember
Remember


  Make customer part of solution
  Ask Informative questions
  Don’t display power
  Look for underlying reasons
  Be professional
CUSTOMER SERVICE
  “The Apple Way”
CUSTOMER SERVICE
  “The Apple Way”
There are:


326 Apple Stores
  60,000,000
  customers
Apple Stores had more
 customers than Walt
  Disney’s 4 largest
     theme parks.
Apple deals with angry,
 frustrated customers
The A’s of Apple Service
The A’s of Apple Service

 A - Acknowledge that
 their concerns are valid
The A’s of Apple Service

 A - Acknowledge that
 their concerns are valid

 A - Align with the customer, agreeing
 that you would feel the same in their
 shoes
The A’s of Apple Service

 A - Acknowledge that
 their concerns are valid

 A - Align with the customer, agreeing
 that you would feel the same in their
 shoes
 A - Assure the customer that you
 will be able to solve their problem
 to their satisfaction
Emergency First Aid for
Emotional Customers
Look for Underlying Cause of Reaction.


       Frustration

       Fear

       Confusion
Reassure the Customer that
   You are Here to Help
Listen and limit your responses


           “Uh-huh”
         “I understand”
Apologize when Appropriate


   “On behalf of Apple, I would
     like to apologize for...”
Are you feeling anxious?
   Is your breathing getting
   shorter and faster?


     Take deep controlled breaths
Take Notes


 Even when customer venting

  Save time later

  Help listening without interrupting
Acknowledge the customer’s
underlying reactions


    “I can certainly understand how
         frustrating this can be.”

    “I know this can seem very
           confusing.”
Remember
You are the
Professional
Dealing With Difficult Customers

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Dealing With Difficult Customers

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