Presentation on theme: "How to Handle Difficult Customers"— Presentation transcript:
1 How to Handle Difficult Customers Aikido principles to help you redirect anger through self control and highly tactical strategies
2 What it is and how it can work for you VerbalAikidoWhat it is and how it can work for youUnifying with life energyBlending with motion and redirecting energyGoal is for practitioner to defend self while protecting attacker from injury
6 An Akidoist strategically calms down the attack “Clearly you’re upset. I want you to know that getting to the bottom of this is just as important to us as it is to you.”
7 Psychology of Customer Anger Anger precludes rationalityAnger must be acknowledgedAnger diffusion results in a lesser payoutVentilation is crucial
8 Strategically Encouraging Calm Use a calm tone and non-inflammatory wordsSpeak slowlyAvoid escalating your voiceNever threaten the customer with inflammatory statements like: “If you don’t calm down, I can’t help you.”
9 Strategically Encouraging Calm Express empathyNot to be confused with sympathy“I realize this whole thing must be frustrating for you.”
10 Strategically Encouraging Calm Help customers feel they have choicesVery important for customers to feel they have some control over the outcomesGive them options and let them make choices, even small onesReducing choices and removing privileges tends to encourage aggression
11 Strategically Encouraging Calm Let customer know their feelings are importantNatural calming mechanism“Thank you for taking the time to let us know about this. We appreciate the opportunity to clarify what we think has happened here.”
12 Strategically Encouraging Calm Don’t inadvertently encourage hostile behaviorSaying, “This is all I can do.”Rolling your eyesFolded armsLooking awaySaying, “What do you expect me to do.”Walking away from a hostile customer
15 Never respond defensively or with a counter attack Aikido never meets force with forceNever respond defensively or with a counter attack
16 What your customer is counting on… 1 When attacked, you will respond defensively 2 When attacked, you will counterattack
17 A Defensive Response I’m doing the best I can. Sir, I work in customer service; I had nothing to do with your problem.We would never say (do) anything like that.
18 The Counterattack Stop yelling or I will hang up. Your mother should have taught you manners.You don’t know what you’re talking about.
19 How to Respond to a Verbal Attack Non-Defensively and without Attacking, Decisive “movements” “I’m trying to help you, but if you continue to yell and swear, I am going to ask that you call back another time. It’s up to you…which would you prefer?”“I’m sorry. It isn’t possible to help while listening to that language. If it stops, I can help.”“If a few minutes helps you calm down before we continue, that would be fine. You can certainly call me back.”“I want to help you, yet the language is getting in the way.”
20 The words alone have no significance. Hot ButtonsDisparaging statements that evoke a negative reaction.The words alone have no significance.If we allow our buttons to be pushed, our ability to handle customers diminishes.