Handling the Difficult Customer Best Responses What to say – and what not to say!

Two major obstacles in a service professional’s job   Customer problems   Angry customers These conflicts are a natural part of service.

Four Basic Customer Expectations ? To be listened to ? To be cared for ? To be understood ? To be treated fairly

Three Approaches in Dealing with Service Conflicts Approach  Aggressive - direct/controlling  Passive - indirect/submissive  Assertive - direct/working together Result Escalates conflict Passes the buck/finger points Resolves conflict

The Gifts of Conflict  Instills personal satisfaction  Provides a challenge  Inspires creativity  Improves personal skills  Restores customer goodwill  Creates a positive image…for you and your organization

Difficult Personalities Bullies Know it Alls Blamers

In Problem Situations, the Customer may: A …calmly describe the problem and ask for help problem and ask for help B …be accusatory C …be angry, defiant, demanding, or demanding, or unreasonable unreasonable

To Hose Down Customer Hostility:  remain calm and portray a ‘caring attitude’  restate the customer’s concern  never take it as a personal attack Remember the Q-Tip Tip: Quit Taking It Personal

Acknowledge Problems by: [ …using the complaint as valuable information to solve the problem information to solve the problem [ …viewing the complaint as an opportunity to improve service [ …remembering mistakes will happen and can result in greater customer respect and cooperation Remember…you cannot please everyone but you can always be professional!

Apologizing Pointers

When Customers are Angry, They may Feel: ? Worried ? Abused ? Stubborn ? Inpatient ? Confused ? Irate ? Disconnected

In Angry Situations: [ …remain cool, calm, and collected [ …communicate positively [ …be solution oriented

Soothing the Angry Customer > Don’t take comments/insults personally –remain cool, calm and collected > Never interrupt the customer –be patient and listen > Empathize > Stay focused Always “think” before you “speak!” Always “think” before you “speak!”

Seven Responses to Douse the Fire  “Let’s go over what’s happened.”  “Let’s get together to talk about this.”  “Let’s have someone else hear what’s happened.”  “Let’s see what we can do to resolve this.”  “Let’s hear how you think we should solve this.”  “Let’s talk about ways to prevent this from happening again.” Use “Let’s” to douse the fire!

When You’re Fuming: - …relax - …keep perspective - …lower the volume - …let go…afterwards - …work it off - …never let them see you sweat or out of control of control

In the Company of Anger:  …don’t join it  …calm down  …show compassion  …listen more than talk  …don’t make it a contest

Avoiding Anger Altogether Z Track your triggers Z Identify what you can and cannot change, then take cannot change, then take action action Z Get healthy Z Be prepared

Coping Strategies  Know your options  Don’t take it personally  Ask non-threatening questions  Make small talk  Call for back up  Regroup  Breath slow and deep  Maintain your professionalism  Enjoy healthy pleasures

Good Planning is the Key!  Identify the types of unpleasant situations  Discuss each scenario  Formulate a plan  Roll play responses  Practice Be proactive vs. reactive!

“People who fight fire with fire usually end up with ashes.” - Abigail van Buren-

Situations Requiring Service Recovery  Scheduled procedures/appointments that don’t begin within a reasonable time.  Meals that are delivered cold, late or incorrect.  Medications that are not administered on time.  Test results that are late or have errors.  Rooms that fail to meet cleanliness standards.  Any situation that embarrasses, upsets, inconveniences, angers or disappoints a customer.

What Not to Say!  I can’t do anything about it…sorry.  You’re right—the service could be better. better.  You’ll have to call the supervisor.  We are short-handed, and I don’t have time right now. have time right now.  It’s not my fault. I didn’t work that shift. shift.  It’s just the way we do things here.

What to Say!  Let me see what I can do for you.  I apologize we did not meet your expectations.  I am very sorry for the inconvenience… let me fix it right away. let me fix it right away.  Thank you for bringing this to my attention.  That’s a good question, however, my experience has proven this procedure works better for the patient.

What to Say…  How may I make this better for you?  Let me research this, and I will follow- up with you. (be specific on the time) up with you. (be specific on the time)  I see your point. This is how I can help.  Thank you for letting me know. I will notify the other department as soon as I leave your room.

When is the Best Time to do Service Recovery? As soon as possible…while the situation is still smoking! Don’t be afraid to ask for help. Learn from your experience. Always be the bigger person and take the higher road!

Two things you should never compromise? 1. What’s best for the patient. 2. Your professional behavior!

Remember… Remember… YOU are YOU are Patients and Visitors are always listening and watching to see if your words match your behavior! Patients and Visitors are always listening and watching to see if your words match your behavior!