Week 7 Coping with Challenging Customers PDF

8 Week 7 Coping with Challenging Customers This chapter, you will learn how to: List reasons that customers are challenging. Explain the five tips to keep from creating challenging customers. Recall some aspects of the culture: Respect and empathy. Define responsibility check....

8 Week 7 Coping with Challenging Customers This chapter, you will learn how to: List reasons that customers are challenging. Explain the five tips to keep from creating challenging customers. Recall some aspects of the culture: Respect and empathy. Define responsibility check. Discuss what to do when you make mistakes with customers.  Who are challenging customers? Challenging customers are those customers with problems, questions, fears, and personalities that require us to communicate with them to achieve true solutions. Although challenging customers may be difficult to interact with, the reality is that they are still our customers and our overall goal is to provide them with excellent customer service and a feeling of satisfaction with their experience. The focus must be on the problem, not the negative attitude or possibly disrespectful language of the customer  Why may customers be challenging? Customers may be perceived as challenging because they may have personalities or communication styles that we find difficult to interact with. Any or all of the following reasons: do not speak your act as they are doing language you and your company a big favor. do not have expertise or an understanding of the represent the type of specific product or person that you have a situation personal bias against can be visibly upset are extremely angry about something (it may have nothing to do with you or have difficulty in your company) making decisions. very quiet and noncommunicative. are so nice that you Show an attitude of hate to give them bad superiority news are impatient Why do some customers seem difficult for one person but not for others? Are You Creating Challenging Customers? All individuals have their own unique personalities and As within, so without. sets of past experiences. Individuals will not find the same customers challenging. Some customers are just challenging, no matter what we do or do not do for them. Customer service providers also bring their own unique sets of ideas to an interaction. The difference between the two is that the customer service provider is responsible for building the bridge of communication. Challenging customers is never challenging by accident. They come into our interactions with past experiences, perceptions, expectations, frustrations, the stresses of daily life, and the desire for us to show that we value them as our customers. Our behaviors or comments may “rub them the wrong way” or really offend them and cause them to become irritable or uncooperative. Five Tips to Keep from Creating Challenging Customers 1 2 3 4 5 Respect Do not Recogniz Avoid Show the impose e regular destructi initiative customer your bad customer ve 's time mood on s and remarks others learn their names  Respect: A Classic Idea that Still Works! To give someone special recognition or regard. It is a very important component of both personal identity and interpersonal relationships. To feel respected could be considered a basic human right. Disrespect is a very important thing that can lead to break-ups and even violence. It is easy to fall into the “generation gap syndrome.” This is the idea that individuals who grew up at different times and shared different life-shaping experiences cannot ever really communicate. This is an incorrect idea! People of all ages can communicate and coexist peacefully, but the necessary ingredient is respect. Respect is not limited to those in a different age group but should be shown to all others. By using courtesy titles like “Sir,” “Ma’am,” “Mr.,” and “Mrs.,” Show respect for customers’ knowledge. Customers today are better informed and more sophisticated than they ever have been in history. Age, gender, race, and education, are not real indications on what a customer may have an in-depth knowledge of.  Empathy: The ability to understand what someone is experiencing and to take action to assist in resolving the situation. Not a sorrow over their situation. Empathy is productive. we listen to their explanation of the situation and say, “What can we do to help you?” The main focus of empathy is problem- solving.  Ten Characteristics of Challenging Customers Challenging customers can be categorized in many different ways. The following are 10 characteristics of challenging customers. 1. Customer with Language and/or cultural barriers 2. Older customers 3. Impatient customers 4. Angry customers Remember, challenging 5. Analytical customers customers are frequently 6. Noncommittal customers challenging because of who we are, not who they 7. Superior customers are. 8. Immature customers 9. Talkative customers 10.Customers with special needs 1.Customer with Language and/or cultural barriers Communication is a key building block of any relationship. It Builds and Maintains Relationships. One major benefit of effective communication is resolving a conflict whether within a family or in the workplace. Using effective verbal – and nonverbal – communication contributes to a successful resolution of conflict, either between individuals or within a group.  Communication can be challenging, even when we speak the same language. When attempting to communicate with others who have difficulty with English, speak slowly and clearly. Avoid using slang terms that are hard to translate/or illustrate with hand motions. Ask questions and repeat what you understood. Learn about the cultures of your customers. Information is available, on customers’ native traditions, ways of doing business, concerns, and beliefs. Some individuals offend those from other cultures out of ignorance. 2. Older customers: It is important to recognize the characteristics of older customers. First of all, what does it mean to be older? WHO: considers 60 and above as part of the older population, especially in developing countries. Developed countries: Some are reconsidering age classifications, with terms like "young-old" (65-74), "middle-old" (75-84), and "old-old" (85+). Today older customers are independent, active, self- sufficient, and living life to the fullest.  2. Older customers: When dealing with older customers, customer service providers must remember to : Show a high level of respect. Recognize the individual’s need for self-respect. Never talk down to an older person by referring to them as “little lady” or “young man.” Their purchasing power is extremely significant. Older customers may require some special attention. They may have some trouble reading the fine print, may have a slightly slower response time, or maybe slightly hard of hearing. Many older customers are pleased to find out that they are eligible for senior citizen discounts, some may not appreciate being informed that they qualify. Older customers may be unfamiliar with some current technology. offer, positively assist them.  3. Impatient customers When customers are impatient or short- tempered, it is important to remember that they may be bothered by something beyond our control—a traffic snarl, a headache, or an anxiety of completing the task at hand. When calling customers on the telephone, always ask if you are calling at a convenient time. A customer who is in the middle of doing something important is likely to express his or her impatience to us and may be distracted as we talk. Emphasize to your customers that your goal is to work with them as efficiently as possible. Tell them that you have their interests in mind. Stay on the task at hand and complete their business quickly and accurately. Strive to show the impatient customers, through your actions, that your company is worth the investment of their time. 4. Angry customers: Anger is a natural response to threats. Some anger is necessary for our survival. Anger becomes a problem when you have trouble controlling it, causing you to say or do things you regret. Anger is a common emotion in customer service. Both internal and external customers experience anger from time to time. If anger among internal customers is not effectively managed, it can escalate into a major conflict between departments, making future internal customer service more difficult to maintain. Many external customers call customer service, to respond to a customer’s anger, try to calm the customer. The customer service provider needs to stay calm as well. 4. Angry customers: Ask the customer to explain his or her situation. Do not interrupt them; let them get it out, and then respond. Acknowledge the customer’s emotions but find out the facts. Attempt to find effective solutions to the situation. Angry people can become abusive. This puts the customer service provider in a difficult situation. Should he or she take the abuse or stop it and risk making the customer even more angry? One response to a customer’s use of vulgar language is to say, “I realize that you are upset, but I am not used to being spoken to in this way; please limit your explanation to the facts.” Always approach customers with respect, even when they are behaving in an unprofessional manner. Acknowledge their emotions; but, as quickly as possible, look for an opening to gain control of the conversation. Phrases like “I recognize your frustration...” or “Let’s find a positive conclusion to this situation” are lead-in sentences that may allow the customer service provider to take charge. Customer anger provides the opportunity for a new relationship to begin and can have a positive result. 5. Analytical customers: Customers who are analytical tend to need facts and like to know that they are speaking with someone knowledgeable about his or her product or company.  They frequently take an objective approach to decision-making and problem-solving.  Analytical people rarely show their emotions and are not concerned about your emotions. Analytical customers like consistency and proof.  When dealing with customers who want facts and definite answers, treat them with respect and give them what they want.  Ask them if they have additional questions, and answer them efficiently. 6. Noncommittal customers Some customers have difficulty in making decisions. They may be unwilling to commit because they are seeking information from several sources, or they may be hesitant to make a decision. Individuals seem noncommittal for a variety of reasons: – They may have financial constraints that require them to carefully survey all options and determine the short-term and long-term feasibility of a decision. – They may have past experience from being too quick and then have regretted their choice. – Other customers may have to consider who will be impacted by the decision. When interacting with noncommittal customers, keep in mind that customers are not slow to decide because they want to frustrate you. They have their own reasons for being hesitant to commit. To help them to a speedier decision, detail the possible options. Ask if there is anything that you have not explained. Suggest a timetable that would allow a moderate amount of time for their consideration of a decision.  7. Superior customers Some customers may display a sense of superiority during interactions with customer service. Example: A customer making arrogant remarks or acting rudely. It's important not to take their behavior personally or seriously. Customers who behave superior often feel insecure and try to elevate themselves by putting others down. Example: A customer constantly emphasizing their own importance. Customer service providers should maintain their self-worth and avoid competing with the customer. Example: Avoid arguing with a difficult customer. A better approach is to use their superiority attitude to your advantage by praising their accomplishments. Example: Compliment their importance and assure them that solving their issue will enhance their 8. Immature customers Immature customers as individuals who may not take full responsibility for their actions, often making excuses, blaming others, or neglecting important responsibilities like paying bills on time. When interacting with immature customers: Listen: Let them explain their situation fully before responding. This shows respect and allows them to express themselves. Be clear and firm: When responding, you need to be straightforward about the consequences of not following through on responsibilities, like not paying bills, while ensuring they understand how their actions impact others. Answer questions fully: They may ask questions that seem obvious, but they genuinely might not know the answers, so it’s important to provide complete explanations. Stress company policies: Explain the importance of your company's policies to ensure fairness for all customers. Be firm but respectful: They may not appreciate the strict enforcement of policies at the moment, but they could learn from the experience over time.  9. Talkative customers Talkative customers can be exciting to be around. They may be outgoing and may have interesting stories to tell. They are often good storytellers and may secretly enjoy hearing themselves talk. Although we may periodically enjoy being around talkative people, we must still conduct business efficiently. When communicating with talkative customers help them to stay focused: – approach them positively and openly. Allow them to share their questions or concerns. But, help them to stay on the subject by asking specific questions that further explain the situation. – Express your interest in rectifying their circumstances. Show appreciation for their knowledge and abilities. – Operate at a fast pace, use humor to keep the discussion focused, and ask them if they have further questions. – Conclude by expressing appreciation for their patience and understanding. It is sometimes hard to terminate conversations with talkative customers; try a phrase that suggests that they are on a time schedule. “I don’t want to take any more of your limited time” may be an effective closing. 10. Customers with special needs Special needs customers include all customers who, require our productive cooperation with respect. Strive to understand their questions and concerns and attempt to provide appropriate solutions. When communicating with someone with a disability, consider the following: You should never assume someone needs or wants help—but do not be afraid to inquire politely. For example, simply say, “May I be of assistance?” If a person has a hearing loss, speak directly to the person. If they have an interpreter or assistant with them, acknowledge them but continue to speak to the customer. Speak clearly and slowly, facing the individual. Include appropriate facial expressions since people who are deaf depend a lot on facial expressions and gestures for communication cues. If a person is in a wheelchair, try to communicate with them at eye level. Do not touch the wheelchair or any walking appliance. This would be considered a violation of their personal space. If a person is visually impaired, never play with or talk to a guide dog; you will distract the animal from its job.  1. Language and/or cultural barriers 2. Older customers 3. Impatient customers 4. What type of 4. Angry customers customer do you 5. Analytical customers find to be the most challenging 6. Noncommittal customers and why? 7. Superior customers 8. Immature customers 9. Talkative customers 10.Customers with special needs Payoffs of Coping with Challenging Customers By learning to cope with challenging customers, we become more effective and efficient assets to our company and the job that we were hired to perform! Customer service providers must think of their customers as long- term assets! Customers should be made to feel better at the end of an interaction than they felt at the beginning. We learn to deal with conflict by confronting it. When we require ourselves to develop skills or to learn new information, we are creating an environment where we can become better at managing conflict. Challenging people are a reality of customer service! Knowing how to handle them appropriately can reduce both our customers’ stress and our own. By learning to cope with challenging customers, we become more Responsibility check: Sometimes a customer will make an unjustified request for service. Should the customer service provider provide the service and risk profitability or refuse to provide the service and risk losing a customer? Balance between Service and Profitability: Businesses must balance between providing excellent customer service and maintaining profitability. Service vs. Profit Dilemma: A decision must be made whether to prioritize service at the risk of profit or protect profit and risk losing customers. Responsibility Check Method: Assess who is responsible in a situation and clarify accountability to resolve issues. The responsibility check aims to identify what went wrong and assign accountability to the correct party. Diplomatic Handling of Responsibility Check: Addressing responsibility should be done with care, creating an opportunity for improved service for all. What to do when you are wrong Customer service providers are only human and may be tempted to take out their frustrations on their customers, or they may make mistakes. When you believe that you have treated a customer inappropriately, try the following: Review the situation: Examine your behavior and the words that have been spoken. Try to look at the situation from the customer’s point of view. Observe the customer’s reaction: Is the customer visibly upset? Does the customer seem surprised or hurt by your actions? Admit the mistake: Whether or not it was an error in your information or judgment, it is always best to acknowledge that you are aware of it. Apologize for your actions or error: Express to the customer that you regret the problem, but do not make excuses for why it occurred. Find a solution and implement it: The most effective way to undo the improper treatment of a customer is to create an effective solution and to put it into effect as quickly as possible. Six Super Ways to Cope With Challenging Customers 1. Listen: Allow customers to express their concern or to share their side of the story. 2. Show empathy: Attempt to understand what the customer is experiencing and take action to assist in resolving the situation. 3. Ask questions: Seek clarification of the problem. Determine the variables involved. 4. Solve the problem: Determine the most appropriate solution to the situation. Use creativity and follow company policies as you seek to create a positive outcome for both the customer and your organization. 5. Follow up: Restate what has been decided and how the situation is being resolved. Ask the customer if he or she has any more questions. 6. End on a positive note: Thank customers for their understanding. Bid them farewell in an enthusiastic manner so that they remember the professional manner in which you resolved their problem. Customers are more likely to remember the end of an interaction Multiple Choice 1. Why are some customers perceived as challenging? a) They do not speak your language. b) They are never aggressive. c) They are not impatient. d) They do not act superior. 2. Which of the following is a way to avoid creating challenging customers? a) Let your bad or negative mood influence your interactions with customers. b) Recognize regular customers with a smile and try to learn their names. c) Make the customer respect your valuable time. d) Use destructive remarks. 3. Which of the following is NOT a characteristic of a challenging customer? a) They might be older. b) They might not speak your language. c) They might be impatient. d) They might be mature. 4. Which of the following is NOT one of the six super ways to cope with challenging customers? a)Listen. b) End conversations on a positive note. c) Avoid asking questions. d) Follow up. 5. What should you do when you think that you treated a customer inappropriately? e) Avoid admitting the mistake. f) Do not follow up. g) Do not show empathy. h) Find a solution and implement it. 6. Which of the following statements is true of analytical customers? [Hint] i) Analytical customers tend to want facts and details. j) Analytical customers like consistency. k) Analytical customers do not usually show emotion. l) All of the above. True/False Avoidance is an excellent technique for managing challenging customers. T or F 2. Everyone is someone’s challenging customer. T or F 3. Respecting the customer’s time is one way to keep from creating challenging customers. T or F 4. Using insults or little “zingers” shows how creative and smart you are. T or F 5. A customer service provider should emphasize to his or her customers that his or her goal is to work with them as efficiently as possible. T or F 6. Respect is the ability to understand what someone is experiencing and to take action to assist in resolving the situation. T or F 7. A responsibility check is assessing a situation and determining who should have responsibility and who really does have the responsibility. T or F 8. Customer service providers should never admit that they were wrong. T or F 9. Showing empathy is highly unprofessional. T or F 10. There are few measurable benefits of coping with challenging customers. T or F