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

3. 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?

4. 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?

5. 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

6. 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.

7. 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

8. 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

9. KEEP
CALM
and
MANAGE ON!