1. Dealing with Difficult Customers – Conflict Resolution

2. Objectives At the end of this training, you will be able to:
Use the Conflict Resolution model to overcome difficult customers.
Know your customers’ behavioural style to be able to adapt to the conflict.
Actively probe and link solutions to overcome conflict and gain alignment.

3. Did you know?
“The number of consumers who will register a complaint or tell others of a bad experience jumped from 67% in 2006 to 74% in ”
“80 percent of U.S. adults who have a negative experience with a company say they will never go back to that company, up from 68% in 2006”
Harris Interactive
2007 Customer Experience Impact Report

4. Discussion
What comes to mind when you think about ‘conflict’?

5. Resolving Conflict
What types of difficult customers have you encountered?
Why was the situation so challenging?
How did you try to resolve it?
What worked well for you?
What are some of your key learnings?

6. Conflict Resolution Model
Know your Desired Outcome
Identify your BATNA – Best Alternative to a Negotiated Agreement
Listen Actively
Assert your Needs
Generate Solutions & Agree on a Plan

7. Styles of Approach Competing Accommodating Avoiding Collaborating
Seeks to meet his/her own needs without regard to, and often at the expense of others
Accommodating
Neglects their own concerns to satisfy the concerns of the other person
Avoiding
Individuals do not address the conflict. They do not seek to meet their own interests or the interests of the other person
Collaborating
Works with the other individual to find a solution that fully satisfies both of their interests
Compromising
Seeks to split the difference in a way that partially satisfies both parties

8. What Style of Approach is it?
You and your customer are both frustrated and angry. You wonder how the argument got so heated – it was such a trivial issue.
Accommodating
The situation is an emergency - your ideas are critical. You can’t afford to walk away without a resolution.
Competing
You realize your ideas are not without fault and the issue isn’t critical.
Avoiding
Your concerns are equally important. Both of you are committed to achieving the selling goals.
Compromise
Your goals are moderately important. Time is a factor so you don’t mind a bit of “give and take”.
Collaborating

9. Behavioural Styles Driver Amiable Analytical Expressive
Direct, impatient and often hurried, these customers know what they want and will tell you. They are often quick and to the point.
Amiable
Calm and friendly, these customers aren’t comfortable saying ‘no’. Listen for hesitation and uncertainty in their voice.
Analytical
These customers tend to sound monotone, speak slowly and pause often. They will hide their emotions.
Expressive
These customers sound emotional and hurried whether the situation warrants it or not. They tend to interrupt and are generally opinionated. They will volunteer most of what you want to know.

10. Customer Challenge Match the style with the solution…
Pause and listen carefully to the customer’s chosen words. Concentrate on the details they provide you. Be tolerant.
Driver
Amiable
Listen to the customer’s real needs and focus the solution on their specific goal. Be prepared to listen, process and respond quickly. Get to the point right away.
Analytical
Avoid being pushy or confrontational. Say something supportive instead of probing. Be patient and give the customer time to make a decision.

11. Listen Actively Active Listening Tip How to Say It
Encourage the other person to share his or her issues as fully as possible.
"I want to understand what has upset you."
"I want to know what you are really hoping for."
Clarify the real issues, rather than making assumptions.
"Can you say more about that?"
"Is that the way it usually happens?"
Restate what you have heard to ensure you have not misunderstood your customer’s perspective
"So I understand correctly…”
“To recap…”
Validate the concerns of the other person, even if a solution is elusive at the time. Expressing appreciation can be a very powerful message if it is conveyed with integrity and respect.
"I really appreciate that we are talking about this issue."
"I am glad we are trying to figure this out."

12. Words to Use and Avoid Avoid trigger words: Use calming words:
It's not our policy.
Here's what we can do.
Can’t
Can
Sorry
Thank you
I don’t know.
I will find out.
But…
And…
You should have…
I understand why you…
The only thing I can do…
The best option, I think, is…

13. More Tips for Dealing with Difficult Customers
Let the customer vent
Stay cool
Express empathy
Begin active problem solving
Mutually agree on the solution

14. Actively Anticipate Overview:
Your customer Paul is usually calm and friendly. He often accommodates your requests when presented logically.
Today, Paul is upset that your Budweiser Hockey promotion is not working. He is ready to pull Budweiser draught altogether.
How will you resolve this conflict?

15. Example Review: What conflict approach did you use?
How did you resolve the conflict using the 4 steps
Avoid being pushy or confrontational. Say something supportive instead of probing. Be patient and give the customer time to make a decision.
I understand why you…
The best option, I think, is…
Accommodating
Neglects their own concerns to satisfy the concerns of the other person
Collaborating
Works with the other individual to find a solution that fully satisfies both of their interests
Compromising
Seeks to split the difference in a way that partially satisfies both parties

16. Deliberate Reflection
Think about a time that you had to deal with a difficult customer.
What did you do to resolve the conflict?
Was the outcome the best alternative?
How could you have dealt with the situation differently?

17. Summary
By effectively resolving a problem, you can turn a difficult customer into a loyal one
Conflict is a valuable opportunity for change & development
Each conflict you encounter is unique and may require a different approach
Understand your customer’s behavioural style and adapt accordingly
Follow the proven 4 steps - Know your desired outcome, listen actively, assert your needs and agree on a solution

18. Objectives You now will be able to:
Use the Conflict Resolution model to overcome difficult customers.
Know your customers’ behavioural style to be able to adapt to the conflict.
Actively probe and link solutions to overcome conflict and gain alignment.

19. It is your turn to “Shoot The Puck!!!”
Development is owned by Employees,
Supported by Managers,
And enabled by the People Department.
How are you going to apply what you learned today in trade?
Use the 4 step process to overcome difficult customers.
Deal with conflict in a positive way to gain loyalty.
Adapt to customers personality style when overcoming conflict.