Difficult Customers... and Situations

Learning Objectives Identify methods for diffusing customer anger or hostility Develop strategies for handling difficult customers Identify situations that tend to be difficult and develop strategies to diffuse them. Universal Protection Service Certified Security Professionals

Why Bother? Because they are the Customer! It’s our job To help minimize stress levels Irate customers will tell others Never sure who the customer is / where their influence lies Personally satisfying to be successful Challenge to understand human nature Certified Security Professionals Universal Protection Service

Understanding Why do customers become Upset Dissatisfied Hostile Frustrated Angry? Certified Security Professionals Universal Protection Service

Verbal Clues How do you know someone may be angry dissatisfied upset? Brainstorm Certified Security Professionals Universal Protection Service

Brainstorming Results Yelling Threats Expletives “I don’t understand….” “I don’t have time!” Sighing “You …” Name calling “They didn’t ask me to do that the last time.” “You said …” (Trust broken) Verbal Clues Certified Security Professionals Universal Protection Service

Non-Verbal Clues How do you know someone may be angry dissatisfied upset? Brainstorm Certified Security Professionals Universal Protection Service

Brainstorming Results Non-Verbal Cues Staring Folded arms Quick movements Can’t wait Persistence Check watch Ignore you Throw things Raised voice Certified Security Professionals Universal Protection Service

Deal with the Emotions Deal with the feeling first... Then deal with the customer’s problem! Certified Security Professionals Universal Protection Service

Empathy “the capacity for participation in another’s feelings or idea.” -- Webster’s New Collegiate Dictionary Certified Security Professionals Universal Protection Service

Dealing with Emotions Individually complete the exercise form Exercise Certified Security Professionals Universal Protection Service

 “That’s too bad, but it still happens a lot to the employees who work in this building.” - Not Empathetic  “I get the feeling you’re very unhappy about what happened.” - Empathetic  “I think you have a problem here.” - Not Empathetic  “Well, that’s what you think happened.” - Not Empathetic  “I’m so sorry that happened to you.” - Empathetic Empathetic or Non-Empathetic Certified Security Professionals Universal Protection Service

 “What are you so angry about? It happens all the time.” - Not Empathetic  “I can tell you are really upset, I am so sorry.” - Empathetic  “I think you had better calm down.” - Not Empathetic  “I don’t think we can do anything about it.” Sorry about that. - Not Empathetic  “I think we have a problem here. – Empathetic Empathetic or Non-Empathetic Certified Security Professionals Universal Protection Service

Who’s in charge? Certified Security Professionals Universal Protection Service

Handling Difficult People / Situations Universal Protection Service

Deal with Emotions: SOFTEN S = Smile O = Open Posture F = Forward T = Territory E = Eye Contact N = Nod Attentively Developed by Randy Bauer, President Leadership Training Association Universal Protection Service

Implement these Principles  Be aware of verbal and non-verbal signs of anger  Deal with emotions first, then the problem  Empathized by asking open questions, give feedback and summarize the issue.  Use SOFTEN communication skills for interactive listening. Certified Security Professionals Universal Protection Service

Other Difficult Situations  Limited English Speaking  Long winded talker  Argumentative  Verbally Abusive  Threatening  Hostile  Understanding Type A / B Personalities s

Limited English Speaking Be Patient and concentrate Speak slowly and distinctly Be extra courteous Avoid using slang or industry jargon Speak in a normal tone of voice Reiterate what has been said Certified Security Professionals Universal Protection Service

Long-Winded Talker Ask closed questions Limit the time for them to interrupt Set a boundary - Provide a minimal response Smile and be pleasant, but do not encourage Wind up – thank them for... Do not be rude Certified Security Professionals Universal Protection Service

Argumentative Customers Speak Softly Ask for their opinion Don’t get drawn into an argument Certified Security Professionals Universal Protection Service

Verbally Abusive Customer Remain Calm Let the customer know the consequences, calmly and objectively Certified Security Professionals Universal Protection Service

Threatening Customers Threats can be an attempt to intimidate you. Keep calm and keep your responses focused on the issue at hand. Certified Security Professionals

Hostile / Angry Customer An angry customer is most likely not angry with you. Certified Security Professionals Universal Protection Service

Hostile/Angry Customers Wait until their hostility peaks and then begins to cool. Certified Security Professionals Universal Protection Service

Hostile/Angry Customer Strategy Remain calm Let them vent Show empathy Restate the problem Find agreement with the customer Universal Protection Service

Hostile/Angry Customer Strategy Slow things down Get on with the solution Words to avoid Can’t Won’t But Policy

Control versus Non-Control Certified Security Professionals Universal Protection Service

Type A Personality Must finish everything once started Very competitive. Always in a hurry. Moves and talks fast (eating, walking,,,) Can’t concentrate on doing one thing at a time. Always thinking what to do next. Always wants to be noticed or admired when doing something good. Not easy-going Not concerned about the things outside of work. Always has a time limit. Certified Security Professionals Universal Protection Service

Summary Universal Protection Service Certified Security Professionals