Dealing with difficult customers

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Slide 1:

Dealing with Difficult Customers

Introduction:

All of us have had to deal with an angry or upset person at work. Some deal with this in a smooth and calm manner while others make the situation worse. Introduction

Purpose of this Slide Show:

To show us how to deal correctly with difficult people, giving steps to improve the situation, and not ruining ourselves or others in the process. Purpose of this Slide Show

Creating Calm Out of Hostility:

Dr. Nay (2010, p. 110) defines hostility as “a kind of free-floating anger that has no clear human object but can be aroused by any situation that fails to meet the angry person’s expectations. This venting of anger… is often related to high levels of stress in a person’s life.” Creating Calm Out of Hostility

Slide 5:

A guest in a restaurant may be taking out his or her hostility upon you, the worker, because one small thing has not been taken care of.

Slide 6:

Dr. Nay (p. 125) suggests raising one’s palm in a STOP gesture and asking the other person to discuss the problem calmly.

Slide 7:

We should not do the following: use labels with the other person, mind read them, patronize them, provoke them, or use non-verbal tools to vent our own anger.

Personal experience teaches us that talking calmly and with a smile on one’s face are helpful diplomatic approaches. :

Personal experience teaches us that talking calmly and with a smile on one’s face are helpful diplomatic approaches.

Slide 9:

Apologize if the problem was yours. Ask what can be done to make things better now. Ask if the problem was done by any of your staff or others around you. Ask for another chance, and then allow calmness to rule the moment.

Being Understanding :

The right kind of behavior and moves can have a tremendous power with one who is a button-pusher (Townsend, 2004, p. 142). Many difficult people just do not listen or respond to what others say to them. Most difficult people either confront or threaten. Getting understanding helps us to deal with button-pushers. Being Understanding

Slide 11:

It is best not to deal with the words personally, but to see what can be done to solve the problem. With most customers, we are only dealing with them in a small window of time. If we can calm them down, others in their life will hopefully be much better off.

Dealing with angry customers:

Experience shows that customers throw anger fits over very small items. Like spoiled young children, a person will fly off the handle when they do not get what they want (Potter-Efron, 2006, p. 99). They exaggerate or fake anger because it works. This manipulative behavior gets others to respond the way they want them to respond. Dealing with angry customers

Slide 13:

A better response to anger manipulators is not to give them everything they want. The customer is always right, but what if you cannot give it to them?

Slide 14:

The best way to treat a customer is to treat them like members of your family, that is, with respect and care. Treat them the way you would want to be treated. When things go wrong, apologize. If needed, correct the mistake. If it is due to a misunderstanding, clarify things so that the problem will not be repeated. Contact the manager, let him or her know what has gone on.

How to Keep Customers Coming Back:

“65 per cent of a typical company’s business comes from existing customers” (Lamberton & Minor, 2010, p. 402). Happy customers are critical to the success of any business. Good feelings and solutions to problems are the two best ways to generate good customers and to keep them. How to Keep Customers Coming Back

Slide 16:

For example, we are not selling food at a restaurant, we are selling a calm and relaxing environment to enjoy food. We want the customer to have a good time, even if he or she is alone. It is a moment to get away, not worrying about preparation or clean-up. It is a time to have a good conversation with another person.

Slide 17:

There are times when a customer has a legitimate complaint. Their order was not filled properly or in a timely manner. In these cases, apologies may not suffice. They may also need a coupon for a discount. Listening to the customer freely and fully is helpful. Often angry customers need to vent.

Slide 18:

Lamberton and Minor give us a list of what customers need (p. 405): “being accepted by others, feeling comfortable, feeling appreciated, being treated with respect, being recognized, being listened to, being welcomed and acknowledged, being treated as an individual, and being treated with fairness.”

Slide 19:

Sometimes, it is necessary to warn a customer that things have gone wrong (p. 408). When this happens, one should use a polite tone of voice, make a brief apology, tell them why the problem exists, and talk about how to solve the problem.

Slide 20:

Conclusion We will always have to deal with difficult and angry customers in life. Try not to take the negative experiences personally, stay calm, and keep a positive outlook. Customer self-esteem means helping others feel better about themselves (Lamberton & Minor, p. 409).

Sources:

Lamberton, Lowell & Minor, Leslie. Human Relations. Strategies for Success. NY: McGraw- Hill, 2010. Nay, W. Robert. Overcoming Anger in Your Relationship. NY: The Guilford Press, 2010. Potter-Efron, Ronald T. & Potter-Efron, Patricia S. Letting Go of Anger. Oakland, CA: New Harbinger Publications, Inc., 2006. Townsend, John. Who’s Pushing Your Buttons. Handling the Difficult People in Your Life. Nashville, TN: Integrity Publishers, 2004. Video link: http://www.youtube.com/watch?v=aogSKcNI9PY&feature=player_embedded Sources

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