Keep Calm and Manage On! Dealing with Difficult Customers Facilitator: Shanay Slocumb

The CUSTOMER is KING Duration 2mins | The Customer is King The Customer is King? Goal understand without customers we have no business period. We need to ensure they pay their rent and ours! No matter what industry you’re in, you’ve most likely dealt with a difficult customer at some point. Whether the issue you faced was beyond your control or a direct response to a mistake, in business you may encounter the good, the bad, and the ugly. We would love to say there was a magic all-in-one formula that we can spray on every diff customer that will help us handle them, but there isn’t. Why? Because not every customer is the same. That way there’s different types of household cleaning formulas that targets and concentrates on a specific area. There is however a key to dealing with difficult customers: What do you think that is?

UNDERSTAND SEEK FIRST KEEP CALM and to Duration 2mins Seek First to Understand the types of difficult customers so you can use Right Approach to Handle them. Just as you would any issue in your household – sink clogged, use drano. you identify the issue and handle it by using the right product to get rid of the clog, which would be Windex right? JK. Same concept seek first to understand they type of diff cust and find the right approach ot handle. Call out loud kinds of difficult customer types?

Bully Know It All Talkative Complainer Indecisive Difficult Customers Types Talkative Complainer Impatient Indecisive Bully Interrupter Duration 1Min So we have an idea of who they are – now how can you help? It can be challenging to know exactly how to handle a difficult customer, but with the right tips and tactics you’ll be prepared to navigate any situation that comes your way. Identifying which customer type you’re dealing with is the first step to successfully handling the incident. Once you know what type of difficult customer you’re dealing with, it can be helpful to keep a few key tips in mind: No Boundaries Demanding Know It All

Charitable Assumption ABC’s of Richman Service Attitude Charitable Assumption Follow Up Details Extra Mile Be Accountable Duration 15mins: ABC’s of Richman Group Activity (HANDOUTS/FLIP CHART) 1. (5mins) Table List Handout: Work in individual table groups and come up with as many effective behaviors that demonstrate each letter. (Work with own property team come up with ideas) 2. (5mins) Top 3 ABC Handout/FLIP: As group agree on TOP 3 most effective tips for each and write on FLIP to share with class. (Work with other properties in your region to come up with new ideas) 3. (5mins) Reveal Top 3: Share with class (Work with extended properties across your regions, share new idea, best practices, methods as a RPS Family, you may be surprised they we all share the same challenges, struggles and can work effectively as one RPS Team to accomplish the Impossible) *My goal is to continue to help by sharing scenarios on FB and asking for engagement.

Identified 3 Mission Possible Solutions Mission Impossible 1. Review Difficult Customer Case File 2. Discuss how to handle using ABC’s of Richman Service 3. Complete Mission Possible Customer Solution Duration 20 Mins Group Activity: (HANDOUT: Case File/Possible Solution Handout) 5-10mins – Group Work 10mins – Groups Share with Class Mission Successful: Identified 3 Mission Possible Solutions

Bully Know It All Complainer Customer Solution Bully Apologize Offer a Solution or Alternative Ask exactly what they want Maintain eye contact Remain Calm Don’t raise voice level to match theirs Don’t take it personal Explain what you can do Be attentive with solution Know It All Ego Massage: Compliment their knowledge Show Attention Be Sincere not patronizing in your response Don’t Argue Provide New Facts and Info Leaves with Ego in Tact Complainer Apologize Don’t give excuses Show Attention to Details If complaints valid, offer solution/alternative Understand Point of View One and Done Duration 20 Mins Group Activity: (HANDOUT: Case File/Possible Solution Handout) 5-10mins – Group Work 10mins – Groups Share with Class

KEEP CALM and MANAGE ON!