1. Module 55–1 Difficult Customers & Situations Module 5

2. 5–2 Learning Objectives Identify methods for diffusing customer anger or hostility Develop strategies for handling difficult customers Identify situation that tend to be difficult and develop strategies to diffuse them

3. Module 5 5–3 Difficult Customer Situations Listen Empathize

4. Module 5 5–4 Difficult Customer Situations Respond professionally Recognize underlying factors

5. Module 5 5–5 Difficult Customer Situations Ask questions Give feedback Summarize

6. Module 5 5–6 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

7. Module 5 5–7 Long-Winded Caller People will monopolize another’s time on the telephone

8. Module 5 5–8 Argumentative Customers Speak softly Ask for their opinion Take a break – don’t’ get drawn in

9. Module 5 5–9 Verbally Abusive Customer Remain calm Let the customer know the consequences, calmly and objectively

10. Module 5 5–10 Threatening Customers Threats can be an attempt to intimidate you. Keep calm and keep your responses focused on the issue at hand.

11. Module 5 5–11 Hostile/Angry Customers An angry customer is most likely not angry with you.

12. Module 5 5–12 Hostile/Angry Customers Wait until their hostility peaks and then begins to cool. HOSTILITY CURVE Slow Down Supportive Comments Rational Behavior Problem Solved

13. Module 5 5–13 Hostile/Angry Customers– Strategy Listen Empathize Apologize SERVICE Summarize

14. Module 5 5–14 Group Activity

15. Module 5 5–15 Saying “No” Sometimes you have to say “no,” but if you do it right, you can still get a “thank you” for your service

16. Module 5 5–16 Strategies for Saying “No” Explain why it can’t be done Don’t quote policy Don’t be patronizing Offer alternatives when you can Avoid making excuses Eliminate negative phrases Don’t mention other/similar complaints

17. Module 5 5–17 Safety and Security Child Support offices can be targets for: –Theft –Unauthorized entry and access –Threats –Physical abuse and harm

18. Module 5 5–18 Strategies for Safety and Security Door Codes Closed-circuit television cameras Always leave yourself an escape route Construct “natural” barriers to separate ID Badges Panic Button in interview rooms Security guards

19. Module 5 5–19 Summary & Conclusions Methods for diffusing the anger and hostility of customers Strategies for handling difficult customers Strategies for handling difficult situations

20. Module 5 5–20 Learning Objectives Summarize the major workshop topics Identify significant learnings and how you will apply your learning Complete an evaluation of the workshop

21. Module 5 5–21 Workshop Summary Concepts of High-Quality Customer Service Communications Skills Winning Telephone Techniques Difficult Customers and Situations

22. Module 5 5–22 Thank You For Coming…. Susan Greenblatt, Deputy Director –Office of State, Tribal and Local Assistance Charlene Butler, Senior Trainer, –National Training Center