Training Library

Dealing With Difficult Customers

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Overview

Every now and then you’ll have a customer with a bee in their bonnet, and how your team interacts with them can have huge impact on your customer and your team. In Dealing With Difficult Customers, we look at specialised techniques such letting a customer vent and refocusing on the solution, plus handling abusive language, so your team is always prepared.

Topics include:
  • Calming angry customers
  • Handling complaints online and via email
  • Effective language to diffuse situations
  • Finding solutions and satisfying the customer
16
Video Lessons
35 min
Approx. Training Time
Ebook

Skills covered in this module

  • Customer service
  • Handling difficult customers
  • Dealing with difficult customers
  • Managing difficult customers
Video Lessons
  • Introduction to Difficult Customers

    Introduction to Difficult Customers

    Every now and then you’ll have a customer with a bee in their bonnet, and how your team interacts with them can have huge impact on your customer and your team. In Dealing With Difficult Customers, we look at specialised techniques such letting a customer vent and refocusing on the solution, plus handling abusive language, so your team is always prepared.
  • Calming a Customer

    Calming a Customer

    The reason most customers complain is that they want you to rectify a situation and if you do it willingly and quickly, you can turn an adversary into a devotee.
  • Let Angry Customers Vent

    Let Angry Customers Vent

    Anger is a limited resource, so when the valve is released it's usually better to just let an angry customer 'let off some steam'. This venting could be vital to resolving the situation.
  • Use the Customer's Name

    Use the Customer's Name

    Ever tried getting someone's attention in a crowded shopping centre? People are highly attuned to hearing their own name, and you can use this to your advantage.
  • Apologising to Customers

    Apologising to Customers

    Many people say 'sorry' far too often - especially when they don't really mean it. A sincere apology is far more powerful, and here's how to give one.
  • Switch The Setting

    Switch The Setting

    They say change is as good as a holiday, so switching the setting may help you resolve and calm the situation in a more efficient way.
  • Focus on the Solution

    Focus on the Solution

    There's a problem with focusing on the problem; if you want resolution, focus on the solution.
  • Handling Abusive Language

    Handling Abusive Language

    What can you do when a customer threatens you or your company, or spouts obscenities in your direction?
  • What Does the Customer Want?

    What Does the Customer Want?

    If you don't know what someone wants, how can you possibly give it to them?
  • Be on the Customer's Team

    Be on the Customer's Team

    You want an unhappy customer to see you as an ally, rather than an enemy. But how would you show this customer you were on their side?
  • Confirm Your Solution in Writing

    Confirm Your Solution in Writing

    Once you've agreed with the customer on a solution, make sure you immediately detail that solution in writing. A confirmation email to the customer is not only polite, but may come in handy to refer to at a later date if the customer has a different recollection of events. It also serves to ensure the customer has the same understanding of your conversation as you do.
  • Social Media

    Social Media

    Learn what you can do when a customer airs their grievances in a public forum, like Facebook or a review site.
  • Responding to Email Complaints

    Responding to Email Complaints

    When a disgruntled customer emails you with their gripe, consider calling them rather than replying via email. A call is personal and will make the customer feel important. It will also dramatically decrease the risk of a misunderstanding, especially when it comes to the tone of your reply.
  • Thank a Complaining Customer

    Thank a Complaining Customer

    What? They've just made your job harder, right? Here's why you should say thank you when a complaint is brought to your attention.
  • Take Time Out

    Take Time Out

    Great job! You've handled a difficult situation with care and precision. Now take a deep breath (and this advice).
  • Congratulations

    Congratulations

    Congratulations, you've made it through to the end. All that remains is to answer the questions, hit send and put these strategies into play. Thanks for watching.

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