1. CHAPTER SEVEN Handling Difficult Customer Encounters

2. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-2 L EARNING O BJECTIVES Recognize different personality types Use Emotion-Reducing Model Determine strategies to use Exhibit confidence Develop internal customer relationships Use 5-step Problem-Solving Model

3. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-3 D IFFICULT C USTOMERS Lack knowledge Dissatisfied with products/services Demanding Talkative Internal customers with special requests ESOL Elderly who need assistance Disabilities

4. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-4 W HY P EOPLE B UY Needs Wants Emotional reactions

5. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-5 M ASLOW’S H IERARCHY O F N EEDS SELF ACTUALIZATION ESTEEM SOCIAL SAFETY PHYSIOLOGICAL

6. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-6 E MOTION- R EDUCING M ODEL Customer-Focused Message Problem ResolutionCustomer EmotionEmotional Situation

7. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-7 A NGRY C USTOMERS (1) Be positive Acknowledge feelings or anger Reassure Remain objective Determine the cause

8. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-8 A NGRY C USTOMERS (2) Listen actively Reduce frustrations Negotiate a solution Conduct follow-up

9. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-9 D ISSATISFIED C USTOMERS Listen Remain positive Smile, give name, offer assistance Don’t make excuses Be compassionate Ask open-ended questions Verify information Take appropriate action

10. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-10 I NDECISIVE C USTOMERS Be patient Ask open-ended questions Listen actively Suggest other options Guide decision making

11. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-11 D EMANDING O R D OMINEERING C USTOMERS Be professional Respect the customer Be firm and fair Tell what you can do

12. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-12 R UDE O R I NCONSIDERATE C USTOMERS Remain professional Don’t resort to retaliation

13. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-13 T ALKATIVE C USTOMERS Remain warm and cordial Ask specific open-ended questions Use closed-ended questions Manage the conversation

14. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-14 I NTERNAL C USTOMERS Stay connected Meet all commitments Don’t sit on emotions Build professional relationships Adopt good-neighbor policy

15. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-15 A DOPTING G OOD- N EIGHBOR P OLICY Avoid gathering/loud conversations Maintain grooming and hygiene Don’t abuse call forwarding Avoid unloading personal problems Avoid office politics and gossip Pitch in Be truthful

16. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 7-16 PROBLEM-SOLVING PROCESS Identify the Problem Compile and Analyze the Data Identify the Alternatives Evaluate the Alternatives Make a Decision Monitor the Results