Week 7: Coping with Challenging Customers

Week 7: Coping with Challenging Customers

• This chapter covers how to handle challenging customers.
• It details reasons why customers are challenging.
• Five tips are provided to avoid creating challenging customers.
• The importance of respect and empathy is emphasized.
• The role of a responsibility check is defined.
• Strategies for handling mistakes with customers are discussed.

Who Are Challenging Customers?

• Challenging customers are those with issues, questions, fears, or personalities requiring effective communication.
• The goal is true solutions and customer satisfaction, not dwelling on negativity.
• Focus must be on the problem, not the customer's attitude or language.

Why May Customers Be Challenging?

• Customers might be challenging due to language differences, lack of expertise on the product or service, visible upset regarding unrelated issues, quiet and non-communicative behavior, or a perceived attitude of superiority/impatience.
• Customers might see themselves as doing you a favor.
• Customers might have personal biases or be extremely angry.
• Customers might have difficulty making decisions.
• Customers may be too nice to give bad news to.

Why Do Some Customers Seem Difficult for One Person But Not for Others?

• Individual differences in personalities and past experiences influence perceptions of challenging customers.
• Customer service providers bring their biases to interactions, as do customers.

Are You Creating Challenging Customers?

• All individuals have unique personalities and past experiences.
• Challenging customers are not always the fault of the customer service provider.
• Customer service providers are responsible for building communication.
• Customers come in with past experiences, perceptions, expectations, frustrations, and desires to be valued.
• Customer service providers should never offend or cause resentment.

Five Tips to Keep from Creating Challenging Customers

• Respect customer time.
• Don't impose your bad mood on others.
• Recognize and learn regular customer names.
• Avoid destructive remarks.
• Show initiative.

Respect: A Classic Idea That Still Works

• Respect is critical for interpersonal relationships, basic human right.
• Avoidance of disrespect is an important thing that can lead to break-ups and even violence.
• Different generations may have different life experiences that can affect communication.
• Respect should be shown to all customers regardless of age, gender, race or education.

Empathy

• Empathy is understanding someone's situation and taking action to solve their issues.
• Focus is on effective problem-solving, not sorrow.
• Emphasize active listening for better understanding.

Ten Characteristics of Challenging Customers

• Customers with language/cultural barriers
• Older customers
• Impatient customers
• Angry customers
• Analytical customers
• Noncommittal customers
• Superior customers
• Immature customers
• Talkative customers
• Customers with special needs

1. Customer with Language and/or Cultural Barriers

• Communication is key to strong relationships.
• Effective communication can resolve conflicts in businesses and families.
• Use clear language, avoid slang, and ask clarifying questions when communicating with customers who have communication barriers.

2. Older Customers

• 60+ is commonly considered "older," varying slightly across countries.
• Today's older customers are typically independent, active, and self-sufficient.

3. Impatient Customers

• Impatience can stem from situations beyond the customer’s control or task at hand.
• Ask if you are calling at a convenient time when contacting customers by phone; this demonstrates a sense of consideration.
• Emphasize efficiency and explain priorities.
• Quickly and accurately complete tasks requested by customers. Show customers you value their time.

4. Angry Customers

• Anger is a natural reaction to threats.
• Troubles in controlling anger cause problems.
• If dealing with anger among internal customers, proper management can improve service to customers; external customers must be calmed tactfully .
• Ask questions, acknowledge their emotion and actively seek solutions.

5. Analytical Customers

• Analytical customers want objective facts and proof.
• Demonstrate expertise on your product or service.
• Provide clear and consistent information; use data.

6. Noncommittal Customers

• Decision-making can be difficult due to financial constraints, past experiences, and the impact on others.
• Clearly outline options, detail possible outcomes, and set some specific timeframe for commitment.

7. Superior Customers

• These customers display superiority during interactions, often insecure.
• Accept their remarks without personalizing the behavior.
• Focus on their needs, maintain your value, and avoid directly competing with customers.

8. Immature Customers

• These customers may not take responsibility, blame others, or neglect responsibilities.
• Listen and allow them to fully explain their situation.
• Ensure they understand the company policies, and the impact of actions. Maintain a respectful tone.

9. Talkative Customers

• Talkative customers can be engaging.
• Remain focused; direct the discussion with open-ended clarifying questions.
• Stay on task, appreciate their knowledge and use humor.
• Summarize and express your appreciation when necessary if the conversation goes on too long.

10. Customers with Special Needs

• Customer service must effectively and respectfully interact with customers of diverse disabilities.
• Communicate clearly, concisely; ensure dignity and avoid assumptions.
• Communicate at eye level with customers with physical disabilities, and provide relevant accommodations.

What Type of Customer Do You Find to Be the Most Challenging and Why?

• This question focuses on personal perspective, not defining a universal "most challenging" customer type.

Payoffs of Coping with Challenging Customers

• Improved effectiveness and efficiency at work.
• Long-term assets are customers.
• Improve customer experience.
• Strengthen conflict management skills.
• Reduced stress for both employees and customers.
• Effective employee's become more desirable to companies.

Responsibility Check

• Balancing excellent service and maintaining profitability.
• Service versus profit: A decision-making process.
• Responsibility Check Method: Who is responsible and how to resolve issues.
• Handling responsibility with careful diplomacy creates opportunity for improved service for all involved.

What to Do When You Are Wrong

• Review the situation from the customer’s perspective.
• Observe the customer’s reaction.
• Admit the mistake and apologize genuinely.
• Find a solution and implement it as effectively as possible.

Six Super Ways to Cope With Challenging Customers

• Listen actively.
• Show empathy.
• Ask clarifying questions.
• Solve the problem effectively.
• Follow up appropriately.
• End on a positive note.

Multiple Choice

• This section is a series of multiple-choice questions regarding the challenging customer topics and characteristics discussed.

True/False

• This section is a series of true/false questions regarding the challenging customer topics discussed.

This quiz explores strategies for managing challenging customers. It covers reasons behind customer difficulties and emphasizes the importance of empathy and respect. The quiz provides tips for avoiding challenges and effective communication with customers.