MANAGING DIFFICULT

CUSTOMER CONTACTS Participant Workbook

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Managing Difficult Customer Contacts PARTICIPANT WORKBOOK

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Purpose of “Managing Difficult Customer Contacts”

 Identify the three different types of difficult customer contacts  To uncover how to handle these contacts well, even when you cannot grant the customer’s request  To manage your own stress and help reduce the stress of others

“MANAGING DIFFICULT CUSTOMER CONTACTS” CONTAINS THE FOLLOWING FIVE MODULES:

Module 1: Who Are Difficult Customers? Module 2: Key Considerations Module 3: Saying “Yes” to Difficult Customers Module 4: Saying “No” to Difficult Customers Module 5: Managing Stress

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MODULE 1: WHO ARE DIFFICULT CUSTOMERS?

OBJECTIVES Identify the three types of difficult customers Recognize how to handle each type differently

MODULE 1.1 – THE THREE TYPES OF DIFFICULT CUSTOMERS Exercise: Your Difficult Customer! What about the customer made him/her “difficult”? _____________ ______________________________________________________ ______________________________________________________ ______________________________________________________ Were you able to grant the customer’s request? _______________ ______________________________________________________ ______________________________________________________ ______________________________________________________ Did the contact end positively or negatively? __________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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Why did it end that way? __________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

THREE TYPES OF DIFFICULT CUSTOMERS

___________________ customers

___________________ customers

___________________ customers

EXERCISE: IDENTIFY THE CALLER (Circle One) Caller 1: Bank of Erlang: ABUSIVE

IRRITATING

UNHAPPY

IRRITATING

UNHAPPY

IRRITATING

UNHAPPY

Caller 2: Options Cellular: ABUSIVE Caller 3: Telestar Satellite: ABUSIVE

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What do you think makes a customer “abusive”? _______________ ______________________________________________________ ______________________________________________________ ______________________________________________________ WHAT DEFINES AN ABUSIVE CUSTOMER?  Using _____________ __________________ words and statements  Personally ________________________ you  _______________________ you

EXERCISE: How to Handle an Abusive Customer Instructions: Take the next 4-5 minutes to write down answers to the following questions. What do you say to an abusive customer to move the call forward? Think of some phrases you might use to help turn the call around. What kind of exit script might you use if you are unable to move the call in a better direction? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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______________________________________________________ ______________________________________________________ ______________________________________________________ ___________________________________________________________ ______________________________________________________

What do you think makes a customer “irritating”? _______________ ______________________________________________________ ______________________________________________________ ______________________________________________________

WHAT DEFINES AN IRRITATING CUSTOMER?  The customer is doing/saying things that irritate __________.  Regardless of how YOU feel, these customers deserve great ___________ anyway!

EDUCATING THE CUSTOMER AND MEETING THEIR DEMANDS If the customer’s requests and actions fall within the normal guidelines:  Exercise patience and attend to the customer

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If the customer’s requests and actions fall outside the normal guidelines:  The customer is infringing on the rights of others.

Exercise: The Lonely Customer - What Would You Say? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ In summary… you can educate. However, it’s important for you to be careful in your approach! MODULE 1.2 – TRANSACTIONAL ANALYSIS

Parent

Parent

Adult

Adult

Child

Child

Remember: Your goal is to always act as an adult – even if your customer moves to the parent or the child mode!

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MODULE 1.3 – THE CAUSES OF UNHAPPY CUSTOMERS Exercise: The Unhappy Customer Instructions: Take the next 4-5 minutes to write down answers to the following questions. What do you think defines an unhappy customer? What are some of the events, triggers, actions, or strategies that result in an unhappy customer? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

WHAT DEFINES AN IRRITATING CUSTOMER?  ________-triggered  ________-triggered  Customer ____________  Just because!

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Event –triggered  A ____________ was made  The customer ________________ a mistake was made  _________ experience  Bad _________ (the customer’s expectation regarding the outcome was not met) People–triggered  Bad _________________  Lack of _________________  ________________ What are some examples of people-triggered situations that you can think of? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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Customer Strategy  _________________  __________ displayed as anger What was it like with you experienced a “Customer Strategy” unhappy customer? ______________________________________________________ ______________________________________________________ Just Because  Bad _____________  Poor _________________ Taking the “Un” Out of Unhappy  __________________  Be _______________  Explain __________ ___________  Use _________________ language

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EXERCISE: IDENTIFY THE CALLER - REVISITED (Circle One) Caller 1: Bank of Erlang: ABUSIVE

IRRITATING

UNHAPPY

IRRITATING

UNHAPPY

IRRITATING

UNHAPPY

Caller 2: Options Cellular: ABUSIVE Caller 3: Telestar Satellite: ABUSIVE

MODULE 2: KEY CONSIDERATIONS

OBJECTIVES List key considerations when handling a difficult customer contact Describe how to empathize with a customer Recognize how to use positive language

The Four Step Framework for Handing Difficult Customer Contacts:

GREET - - - LISTEN - - - CONTROL - - - SOLVE

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1. Greet: ____________ the relationship

2. Listen: Demonstrate __________________

3. Control: Explore the ________________

4. Solve: ____________ why

MODULE 2.1 – LISTEN: THE FIRST CONSIDERATION

LISTEN: KEY CONSIDERATIONS 1. Don’t __________  Let them ________  Give them ________ to cool off 2. _________ and Breathing 3. __________ the ______________  Completely! 4. Human _____________  ______________

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5. Get the _________________ ____________  _______________ the interaction

This is NOT the best time to educate the customer! Exercise: Human Touch – Empathize Instructions: Identify the issue and the emotion in each empathy statement by underlining the issue and circling the emotion. 1. I would be upset too if the technician didn’t arrive to fix the refrigerator. 2. I can see how receiving the wrong type of charger the day before your vacation would be stressful.

Exercise: The Empathy Equation Instructions: Identify the issue and the emotion in each empathy statement by underlining the issue and circling the emotion. 1. Not being able to pay your credit card bill on time can be distressing. 2. You sound disappointed you didn’t get the special offer. 3. Filling out tax forms can be a frustrating endeavor. 4. It can be exhausting to go through the troubleshooting steps required.

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Exercise: Your Own Empathy Statements Statement 1: _________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ Statement 2: _________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

MODULE 2.2 – CONTROL: THE SECOND CONSIDERATION CONTROL: KEY CONSIDERATIONS  Use ________________ to guide the customer to a solution  Ask for the ______________ you need to know.  Discover what is making the customer ___________. MODULE 2.3 – SOLVE: THE THIRD CONSIDERATION SOLVE: KEY CONSIDERATIONS  Use positive language  Explain why

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 Saying “yes”  Saying “no” NEGATIVE WORDS  I’ll try  You can’t  As I told you  I wouldn’t know  We don’t handle that  Someone Other negative words? ____________________________________ ______________________________________________________ Exercise: Positive Alternatives (Instead of…)

(Use)

 I’ll try

____________________

 You can’t

____________________

 As I told you

____________________

 I wouldn’t know

____________________

 We don’t handle that

____________________

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Exercise: Word Choice Instructions: Read each of the statements and rewrite it using more positive language. 1. “I can’t open the account for you until you answer some questions.” ______________________________________________________ ______________________________________________________ ______________________________________________________ 2. “You can’t add that feature until you upgrade your service plan.” ______________________________________________________ ______________________________________________________ ______________________________________________________ 3. “We won’t be able to send out a technician until tomorrow.” ______________________________________________________ ______________________________________________________ ______________________________________________________ 4. “You’ll have to fax me the signed agreement before I can do anything else for you.” ______________________________________________________ ______________________________________________________ ______________________________________________________

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5. “Make sure you don’t forget your passcode because it will take you 24 hours to get a new one.” ______________________________________________________ ______________________________________________________ ______________________________________________________

MODULE 3: SAYING “YES” TO DIFFICULT CUSTOMERS

OBJECTIVES Identify how to provide a creative solution within company guidelines Demonstrate the sandwich technique of negotiation Recognize when to educate the customer WAYS OF SAYING YES  ____________________ or _________________  Negotiating  ________________________ MODULE 3.1 – GIVING OR FIXING It’s not always easy to “give or fix”  Sometimes it is easier to say “_____”

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 Dig a little deeper  Use your __________________

Exercise: Outside the Guidelines What are your thoughts on the potential consequences? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ You can’t always say “yes”. Go the extra mile, but don’t leave the track! MODULE 3.2 – NEGOTIATING THE SOLUTION The ____________ and _____________ Technique o “What I can do is…” o What you can do is…” o How does that sound?

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Exercise: Give and Take Technique Instructions: Take the next five minutes to write down a give and take response to the examples below. Be prepared to share your answers with your supervisor or coach. 1. Customer: "I want my late fee waived." ______________________________________________________ ______________________________________________________ ______________________________________________________ 2. Customer: (immediately upon agent's answering the phone) "I want to speak to a supervisor." ______________________________________________________ ______________________________________________________ ______________________________________________________ 3. Customer: "I want a driver out here within the hour." ______________________________________________________ ______________________________________________________ ______________________________________________________ Exercise: Give and Take Listening Did the give and take technique work for the customer? _________ What could the representative have done differently? ______________________________________________________ ______________________________________________________

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MODULE 3.3 – THE OPPPORTUNITY TO EDUCATE Say yes to the customer, but… _____________ the customer of __________ ____________ they need to take in the future. MODULE 4: SAYING “NO” TO DIFFICULT CUSTOMERS

OBJECTIVES Use the H.E.L.P. model to say “no” Describe what to do if the customer does not accept the initial no response Identify why some customers request to escalate Recognize how to avoid requests to escalate

MODULE 4.1 – EXPLAINING H.E.L.P. SITUATIONS WHERE YOU SAY “NO”  The situation always receives a _____ _______________ What situations always require a no in your contact center? ______________________________________________________ ______________________________________________________

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 The situation can receive a ________ or _______, based on the company’s _________________ __________. What situations are sometimes yes and sometimes no in your contact center? ______________________________________________________ ______________________________________________________ THE COLD ‘NO”  “We ________ do that…”  That’s our _______________ _________________...”  “I’d like to, but my _______ won’t let me…” What’s missing from the cold “no”? ______________________________________________________ ______________________________________________________ H.E.L.P  H – HUMAN TOUCH o Let the customer know that you “______ _____” EMPATHY = RESPOND TO ISSUE + EMOTION  E – EXPRESS “NO” USING “WE” o Deliver your “no” using “we” instead of “I”

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 L – LET THE CUSTOMER KNOW WHY o Give your customer a _____________ ___________ o Adults want to know the reason “why” A WORD OF CAUTION: GIVE THE REASON – BUT DON’T OFFER AN EXCUSE! Exercise: Explanation or Excuse? Instructions: Read the following statements and determine whether they are explanations or excuses. Write your answer in the blank. 1. “I’m sorry we can’t send out a technician to your house today. We are understaffed. _________________________________ 2. “I understand you were charged a late fee. Unfortunately, if you don’t pay your bill on time, we do charge a late fee.” _________________________________ 3. “I can’t give you your pin number for your credit card. I haven’t been trained on that.” _________________________________ 4. “I can’t credit you for those telephone calls to Ireland. Even though you didn’t make those calls, you mentioned that your daughter did, and you ultimately are responsible for all calls made from your cell phone.” _________________________________  P – PROVIDE A RECOMMENDATION, IF APPROPRIATE

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MODULE 4.2 – APPLYING H.E.L.P. THE CUSTOMER’S RESPONSE  Will they always agree with you?  Interrupt you?  Become sarcastic? Repeat your H.E.L.P. If you have given a professional H.E.L.P. response, stand by it! Exercise: H.E.L.P. Practice Instructions: Use the following examples and come up with a full HELP technique for each scenario. Customer: "I want my late fee waived." ______________________________________________________ ______________________________________________________ Customer: (immediately upon agent's answering the phone) "I want to speak to a supervisor." ______________________________________________________ ______________________________________________________ Customer: "I want a driver out here within the hour." ______________________________________________________ ______________________________________________________

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Customer: “I spoke to someone earlier who told me something completely different.” ______________________________________________________ ______________________________________________________

MODULE 4.3 – THE ESCALATION SITUATION

Escalations are either _____________ or _______ valid.

Exercise: Why Do You Think Customers Escalate? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ THREE REASONS FOR ESCALATIONS 1. ________________________________________________

2. ________________________________________________

3. ________________________________________________

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THEY PERCEIVE YOUR SERVICE AS WEAK  Customers believe you lack ___________________ or ______________ o Give better _______________ o Know your _________________ and services o Knowledge leads to confidence NOT ACCEPTING A “NO” RESPONSE  The customer is _______ ________________ with your “no” Response o Repeat your ____________ response o Reassure them this is the _______________ ________ o Be sure you __________________ carefullly

THE WANT THE ANSWER NOW  Sell your customers! o You can handle the situation for them now! “Let me take care of this for you” “I can assure you I can resolve this for you”

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Exercise: Escalation Call Monitoring OPTION CELLULAR Why did this customer escalate? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

What could have been done to prevent the call from escalating? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

What impact could this experience have on the customer’s level of satisfaction? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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J. ROBBINS APPAREL Why did this customer escalate? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

What could have been done to prevent the call from escalating? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

What impact could this experience have on the customer’s level of satisfaction? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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BANK OF ERLANG Why did this customer escalate? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

What could have been done to prevent the call from escalating? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

What impact could this experience have on the customer’s level of satisfaction? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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MODULE 5: MANAGING STRESS

OBJECTIVES Recognize and diffuse the customer’s stress Manage your own stress

MODULE 5.1 – WHAT IS STRESS “Stress is the body’s non-specific response to any demand placed on it whether that demand is pleasant or not.”  Dr. Hans Selye

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Not all stress is negative! Dr. Selye discovered that human perception of and response to stress is highly individualized! MODULE 5.2 – THE TYPES OF STRESSORS What are some of the things that currently cause stress in your life? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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THE TOP 10 STRESSORS IN THE WORKPLACE 1. Commuting Craziness 2. Environmental Endangerment 3. Interruption Insanity 4. Goal Glitches 5. Teamwork Tribulations 6. Resource Ridiculousness 7. Input Impotence 8. Communication Crisis 9. Constant Correction 10.Under-appreciation Consternation Too big to even make the list: Constant Change MODULE 5.3 – RECOGNIZING THE CUSTOMER’S STRESS

HOW CAN WE RECOGNIZE A CUSTOMER’S STRESS?  Their _______/Emotion  Pace  _____________

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TONE/EMOTION  How is the customer speaking to you?  How do you respond? PACE  How fast is the customer speaking? WORDS  WHAT is the customer saying to you? Exercise: Listening for Signs of Stress J. ROBBINS APPAREL Is the customer stressed? ______________________________________________________ ______________________________________________________ What signs gave you that indication? ______________________________________________________ ______________________________________________________ COMMUNICATIONS CABLE Is the customer stressed? ______________________________________________________ ______________________________________________________

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What signs gave you that indication? ______________________________________________________ ______________________________________________________

MODULE 5.4 – DIFFUSING THE CUSTOMER’S STRESS EXERCISE: DIFFUSING THE CUSTOMER’S STRESS Instructions: Think back to a time when you were on a call with a stressed customer. What did you do to help reduce their stress? Are there other things you might try next time? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ DIFFUSING THE CUSTOMER’S STRESS 1. ______________ 2. Empathize 3. ______________

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STEP 1: ACKNOWLEDGE  Make a statement to acknowledge their stress What phrases can you think of? ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

STEP 2: EMPATHIZE  After acknowledging the stressful situation, show empathy STEP 3: RESOLVE  After acknowledging and empathizing, resolve their concern MODULE 5.5 – MANAGING YOUR OWN STRESS EXERCISE: TOP 10 STRESSORS 1. Commuting Craziness 2. Environmental Endangerment 3. Interruption Insanity 4. Goal Glitches

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5. Teamwork Tribulations 6. Resource Ridiculousness 7. Input Impotence 8. Communication Crisis 9. Constant Correction 10.Under-appreciation Consternation

THE FIVE VITAL SKILLS FOR MANAGING STRESS 1. Clarifying your ______________values and daily __________ What keeps you going on a daily basis? ______________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ 2. Being able to _____________ at will, anywhere, any time 3. Developing rewarding __________________ What are rewarding relationships important? __________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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4. High-performance ___________________ 5. Essential __________________

90 IDEAS FOR REVITALIZING AND ENERGIZING YOURSELF Suggested Activities to Help You Manage Stress The following is a list of examples of some creative changes others have found helpful in re-charging and re-energizing themselves. You may find value in some of these ideas as you create your own plan to relieve your distress and perhaps even turn the tables on distress and make it work for you rather than against you. Use this list as a starting place, choose the ones that “catch your eye” (not everything will be for everyone) and that you feel would work for you. And then add your own thoughts and ideas to the list! Remember, a lot of managing stress comes from understanding that you always have choices. We can choose to take the actions we can to manage our stress. So, when faced with stress it is not only deciding what you can do about stress. It is also about deciding what you will do about managing stress.

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You can strengthen your body: Learn to relax

Get proper rest

Get regular exercise

Eat a nutritionally balanced diet

Lose weight

Dress the way that feels right to you

Lower your cholesterol

Practice good posture

Get regular medical checkups

You can develop healthy attitudes: Think positively

Practice living in the present

Learn to accept what you cannot change

Reward yourself

Don’t be afraid of failure

Develop the attitude of gratitude

Get friendly with leisure time

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You can improve your personal relationships: Seek out good friends (build your support network)

Share yourself with significant others

Contact new people

Do something for others

Take charge of getting involved

Give the other person a break

Don’t criticize and blame others

Give in occasionally

Make clear choices

Face painful questions directly

You can lift your spirits: Work toward deepening your life

Engage in organized religious/spiritual activity

Keep things in proper perspective Encourage your gentleness Don’t do wrong

Learn to let go

Learn to play again

Smile

Allot time for daily meditation

Laugh, Laugh, Laugh!!!!!!

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You can control your job: Focus on one thing at a time

Don’t try to be perfect

Define the purpose of the work

Take some time off

Take a break or do something that gives you a shift from the work at hand

Redefine your job

When all else fails, QUIT!

Build a support network

Find time to smile, laugh and help others do the same You can improve your environment at work and at home: Make your workspace comfortable (add some lavender or flowers, pictures of family; keep it clear of clutter!

Find security

Spend time in a new environment Change residences or workspaces Redecorate your home

Cut down excessive noise

Control the phone, TV set at home; the email, pager, beeper, cellphone etc. at work

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You can develop self-understanding: Listen to the voice of your body

Make a list of your present goals

Write a diary or journal

Analyze your successes

Get feedback from others on how they see you

Make use of the resources you have

Keep track of your “stress quotient” and how it decreases, or increases

Find out what is controllable in your life and what isn’t

Be honest with yourself You can improve your mind: Read about stress and human growth

Learn about stress

Be sensitive to all dimensions of life

Take a course that is of interest

Go to the public library

Think about great ideas

Subscribe to a magazine you normally wouldn’t

Take an online course

Teach someone something

Clear your mind

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You can control your emotions: Admit to yourself how you feel

Practice self expression

Face your fears

Experiment with acting your way to a new feeling

Work off your anger

Write your feelings down

Use your support system

You can live a healthy life style: Be yourself

Arrange to have variety in your life

Take one thing at a time

Don’t let things drift

Plan for maximum comfort

Learn to vary your pace

Set up desirable futures/goals

Take time to be alone

Plan relaxing vacations

Practice relaxed driving

Develop a hobby

Find ways that work for you to build your “reserves”!

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WHAT I FOUND MOST VALUABLE TODAY: ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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Notes: ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________

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Managing Difficult Customer Contacts

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Copyright © 2014 International Customer Management Institute (ICMI). All rights reserved. ICMI assumes no liability for error or omission. No part of this publication may be reproduced without the consent of the International Customer Management Institute (ICMI), with the exception of trade publications reporting on the data. In such cases, credit must be given to ICMI. The International Customer Management Institute (ICMI) is a registered trademark of United Business Media Limited in the United States and other countries. ICMI is a part of UBM.

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MANAGING DIFFICULT

CUSTOMER CONTACTS Call Flow for Handling a Difficult Customer KEY CONSIDERATIONS: LISTEN

CONTROL

1. Don’t Interrupt 2. Alive and Breathing 3. Confirm the Request 4. Human Touch 5. Get the Customer’s Name

• Use questioning to guide the customer to the solution • Ask for the details you need to know • Discover what is making the customer unhappy

SOLVE

• Use positive language • Explain why • Saying yes • Saying no

THE EMPATHY EQUATION

Empathy = respond to issue + emotion ‘GIVE AND TAKE’ TECHNIQUE: • What I can do is... • What you can do is... • How does that sound?

SAYING “NO” USING THE HELP TECHNIQUE: H - Human touch—make sure you use it E - Express “no” using “we” L - Let the customer know why P - Provide a recommendation, if appropriate

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PREVENTING CALL ESCALATIONS • Use the HELP model • Be confident in your skills • Give better service • Know your products and services • Repeat your HELP response • Reassure them this is the company’s policy • Be sure you listened carefully • Sell your customers on the fact that you are able to resolve their concerns for them

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