Handling

Difficult
Customers

By: David Lorenzo (Sr. QA)

 1. Introduction

2. Dealing with rude customers video introduction

3. Common reasons for a customer to be angry

Agenda 4. The ¨Defuse method¨

5. Key takeaways
 Introductio
mostn
Handling angry customers can be one of the
challenging aspects of a call center.
Whether you speak with a customer over
the phone, there is always a chance that you
have to deal with customer's frustration,
aggressive anger and little patience. The
objective of this presentation is to give you
the tools for you to be able to handle those
customer in the best way possible and
change that angry customer into a happy
one.
Kindness and courtesy are at the
root of a positive customer
service experience

- Shep Hyken -
Customer service specialist
 Broken promises Having to repeat themselves

Being placed on hold for an

Long wait times extended period of time

Common
reasons for a
Confusing telephone menus customer to Negative phrases
be angry

Unmet expectations Poor service quality

Having to call multiple times Looming deadlines

 Don’t lose your
cool D
Empathy E
Focus on Feelings
F The
¨Defuse method¨
Uncover the Facts U
Suggest a Solution S
End positively by
checking E
 Don’t lose your cool
• Don’t take things
personally.
• Let the customer vent.
• Listen and Take Notes.
• Stay Committed to the
Customer.
 Empathy
• Use empathy when a
customer is exhibiting a
strong emotion.
• Make sure your tone is calm
and understanding.
• Display verbal signs of
listening.
• Be genuine.
 Focus on Feelings
• Apologize without taking
anything personally.
• Address customer’s emotional
needs.
• Tailor response.
• Show a ¨Can do¨ attitude
demonstrating your ability and
willingness to help.
 Uncover the Facts
• Let them tell their story.
• Ask relevant and clarifying
questions to identify the
root cause.
• Fill in the information gaps.
• Clarify understanding.
 Suggest a Solution
• Focus on the solution rather
than the insult.
• Don’t make excuses for the
problem.
• Keep the customer involved.
• Let the customer know what
YOU intend to do to solve the
problem.
End positively by Checking
• Set clear expectations
• Make sure that the customer
understands the action plan.
• Summarize the interaction.
• Thank the customer.
• Use your closing script.
 Key takeaways
• Don’t take things personally.
• Stay calm remember you can’t control how
they behave, but you can control how you
react!
• Let the customer vent.
• Address customer’s emotional needs.
• Ask relevant and clarifying questions to
identify the root cause.
• Focus on the solution rather than the insult.
• Don’t provide excuses for the problem,
provide solutions.
• Let the customer know what YOU intend to
do to solve the problem.
• Make sure that the customer understands the
action plan.
• Thank the customer.
Questions