38. When the Customer Swears or Yells a

When the Customer Swears or Yells at you II : 

When the Customer Swears or Yells at you II By VanSight

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COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd 2 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice. VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

The Situation : 

The Situation In the previous power point you saw one way of dealing with an extremely angry customer. It showed the importance of derailing customer rants, or inappropriate behavior. In this alternate example, you’ll see how other techniques can be used for this purpose. We’ll use the same situation s in the last power point. 3

Techniques Used : 

Techniques Used 4 Distraction Empathy Statements Finding Agreement Points Refocus

Dialogue : 

Dialogue 5 the customer is upset because she received a parking ticket that she feels is unwarranted. she visits the town clerk (which is where tickets are paid), and starts to yell and swear at the clerk at the counter.

Dialogue : 

Dialogue 6 Customer: What the [bleep] is going on here. One of your stupid meter maids gave me a ticket for parking near a Hydrant and I wasn’t within ten feet of the goddamn thing. I’m not paying this thing, and I want you to cancel The [bleep] thing now. I have children to take care of and a job where I don’t get paid if I’m not there, so don’t waste my time here…[customer appears to be Starting a long rant without stopping] Employee: How many children do you have.

Dialogue : 

Dialogue 7 Customer: Well, three. What does that have to do with my [bleep ticket]? Employee: I know it’s a challenge enough to have to take care of children and go to a job everyday. Customer: Damn right it is. Employee: Yes. It is. Let’s go back to the ticket, to see what we can do to provide you with an avenue to appeal. Customer: OK.

Explanations : 

Explanations 8 In this situation the employee uses Distraction—specifically a technique called “topic grab” . It is used to try to derail an angry customer by providing an unexpected response. In this situation, the employee “grabs” the reference to the customer’s concerns about childcare, and asks the customer how many children he has. When the Customer responds with a specific and short response; control of the conversation returns to the employee. The employee responds with an empathy statement, followed by finding an agreement point. Notice the artistry involved in creating a point of agreement. In the employee offers an empathy statement, which the Customer agrees with, the employee reaffirms the agreement, creating a sense that the customer and employee are on the same side. Finally, the employee makes the transition from dealing with the customer’s angry feelings, to dealing with the specific issue of the ticket and what the customer can do. This is done with a refocus statement.

How to Diffuse the Situation : 

How to Diffuse the Situation 9 The topic grab must be based on something the customer has said. You can’t choose something at random, but must use something the customer has referred to that really has no connection to the customer’s problem. Your Topic grab question or statement must be short. If the customer refuses to answer your topic grab, and responds with something like “It’s none of your business,”.

How to Diffuse the Situation : 

How to Diffuse the Situation 10 Then you simply agree with that response “You’re right, it really isn’t. Let’s see what we can do with the Ticket.” If the customer responds, and then stops to let you speak, the technique has done its job. Then you use the opening to refocus.

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How to Purchase & Download full Course from VanSight. 11 Download Presentation from www.vansight.net