How To Deal With Difficult Customers

Customer Service TrainingBy:

Tyler WalkerTobey Smith

Shaun Dalton Alexandria Pavlova

Active Listening • The most important step in the dealing with unhappy

customers is listening actively to what your client is saying- he wants to be heard, and to air his grievances.

• SIER

Listening Habits to avoid and Positive Steps For Better Listening

NO!

• Stop talking!• Go to a good place• Avoid faking attention• Be patient; defer

disagreement• Listen for more than the facts• Bite your tongue before

interrupting

YES!

• Reinforce the customer with positive nonverbal and verbal cues

• Solicit clarification• Minimize the number of

gatekeepers• Try counter attitudinal

advocacy (CAA)• Take notes

Customer Empathy/SympathyIf you understand your customers, you’ll be well equipped to give them exactly what they need.Empathy only works when it’s genuine and doesn’t seem forced.Customer service empathy can be boiled down to five simple questions:• How does the person I'm trying to help feel?• How would I feel if I were that person?• No matter the request or the "rules," is there something I can/should

do to help?• What would I expect to be done for me if the roles were reversed?• In the end, what would make this customer satisfied or (better yet)

happy, and is there any reason I can't do it or find someone who can?

7 Phrases That Convey Empathy to Customers

• “I can understand how frustrating it is when your Widget breaks down.”

• “I realize how complicated it is to…”• “I cannot imagine how upsetting it is to…”• “I know how confusing it must be when…”• “I’m so sorry to hear that…”• “I hate that you had to make this call today.”• “I’m glad you called today so that we can take care of

this right away.”