Learn about, how to adjust your personality with the customers behaviour, how to change our attitudes in dealing with difficult customers, the art of dealing and resolving problems effectively with difficult customers, how to increase our customer service quality through effective telephone techniques, how to communicate skillfully when dealing with difficult customers

1. DELIGHTING DIFFICULT CUSTOMERS

2. MODULE 1
HOW TO ADJUST YOUR
PERSONALITY WITH THE
CUSTOMERS BEHAVIOR

3. 1. DOMINANCE: An active, positive posture in an unfriendly
environment.
 Competitive
 Direct
 Driving
 Forceful
 Self-starter
 Sarcasm
2. INFLUENCE: an active, positive posture in a favourable
environment.
 Communicative
 Friendly
 Influential
 Persuasive
 Positive
POWER
PEOPLE
Focus on results
Recognition & social
inclusion
KNOWING YOUR PERSONALITY

4. 3. STEADINESS: Passiveness agreeable in a favourable
environment.
 Good listener
 Deliberate
 Kind
 Persistent
 Amiable
4. COMPLIANCE: A cautious, undecided response to an
antagonistic environment designed to calm the degree of
antagonism.
 Accurate
 Careful
 Compliant
 Logical
 Perfectionist
 Precise
 Systematic
POLICY
PACE
Cool type
Rules & Regulations
KNOWING YOUR PERSONALITY

5. TYPES OF CUSTOMERS
INTERNAL CUSTOMERS EXTERNAL CUSTOMERS

6. 1. THE KNOW-IT ALL CUSTOMER
Characteristics:
 Knows everything about your products and services
 Will ask you with endless questions
 Will appear to pay a little attention to what you say
 May stop you in the middle of your presentations
2. THE OPEN-MINDED CUSTOMER
Characteristics:
 Will be interested in your presentation if it sounds appealing
 Will be friendly and polite.
 Will ask questions about the product
 Will make honest objections
 Will buy from you if you can convince him
3. THE LONESOME CUSTOMER
Characteristics:
 Will be polite and friendly like an open minded customer
 Will be good listener and is probably smiling during your presentation
 Will agree with all the benefits you mention
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

7. 4. THE UNCERTAIN CUSTOMER
Characteristics:
 Will not be able to make decision
 Can’t deal with issues in a straight forward manner and will not be
able to maintain eye contact.
 Will stall and will not commit to things.
 Always needs to talk to somebody else before making a decision
5. THE TIMID CUSTOMER
Characteristics:
 Often hostile towards you
 States objections
 Switches from one decision to another
 Agrees with you on everything too easily
6. THE HARD-HEADED CUSTOMER
Characteristics:
 They are very blunt. When they object, they’re almost rude.
 They are stubborn. They cling to their way of thinking
 They are control-oriented. They intimidate either with questions or
with your statements
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

8. 7. THE DISSATISFIED CUSTOMER
Characteristics:
 Will express frustration and blame someone or something
 Will start complaining and demand your understanding
 Won’t give much attention to what you have to say.
8. THE EXPRESSIVE CUSTOMER
Characteristics:
 They are emotional and can be influenced by emotional presentations
 Self-centered
 May show irritation
 Their only interest may be “what’s in it for them.”
9. THE ANALYTICAL CUSTOMER
Characteristics:
 They want more information
 “How” is a commonly used question for this buyer
 Need more information on company and product
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

9. 10. THE BARGAIN CUSTOMER
Characteristics:
 “How much is it?”
 They may say your product is too highly priced or they don’t have the
money for it.
 Rarely will they ask about issues such as service, warranty etc
 They must tell you how bad things are right now
11. THE INTIMIDATING CUSTOMER
Characteristics:
 Try to put you on the defensive
 Speak very loudly or abruptly
 Tend to be rude
 Appear to get angry very easily
12. THE SELF-CENTERED CUSTOMER
Characteristics:
 They don’t listen very well unless it fits in with their plans
 They won’t commit to buying
 They have to feel it was their decision and on their terms
UNDERSTANDING THE DIFFERENT BEHAVIOURAL STYLES OF
CUSTOMERS

10. GROUP DISCUSSION
How to adjust your personality to the customers’ different
behaviour styles?
1. The know-it all customer
2. The open-minded customer
3. The lone-some customer
4. The uncertain customer
5. The timid customer
6. The hard-headed customer
7. The dissatisfied customer
8. The expressive customer
9. The analytical customer
10. The bargain customer
11. The intimidating customer
12. The self-centered customer

11. MODULE 2
HOW TO CHANGE OUR
ATTITUDES IN DEALING WITH
DIFFICULT CUSTOMERS

12.  Recruiting the right employees for the right jobs
 The cost of getting the wrong employees
 Image to the organization
THE SUCCESS OF ANY BUSINESS DEPENDS ON HAVING
RELIABLE AND EFFICIENT EMPLOYEES

13. QUALITIES OF AN EXCELLENT CUSTOMER SERVICE
PERSONNEL
1. __________________________________________________
2. __________________________________________________
3. __________________________________________________
4. __________________________________________________
5. __________________________________________________
6. __________________________________________________
7. __________________________________________________

14. CUSTOMER SERVICE BENEFITS
• Satisfied customers
• Customer loyalty
• Less cost needed to attract new
customers
• Edge on competitors
• Promotes employees job retention

15. EFFECTIVE CUSTOMER SERVICE
• Courtesy
• Prompt Attention
• Reliability
• Personal Attention
• Knowledgeable Staff
• Empathy

16. • Thank You
• Go the extra mile
EFFECTIVE CUSTOMER SERVICE

17. THE CUSTOMER MG
• A customer is the most important visitor on our
premise
• He is not dependent on us. We are dependent on
him
• He is not an interruption to our work. He is the
purpose of it
• He is not an outsider on our business. He is a part of
it
• We are not doing him a favor serving him. He is
doing us a favor in giving us an opportunity to do

18. MODULE 3
THE ART OF DEALING &
RESOLVING PROBLEMS
EFFECTIVELY WITH DIFFICULT
CUSTOMERS

19. 1. Time and work pressures
2. Price above the ability to pay
3. Lack of information
4. Misinformation
5. Misunderstanding
6. Poor quality
7. Fear of criticism
8. Lack of support
9. A bad experience with the method, support, product or company
List down the common objections?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
WHY CUSTOMERS COMPLAIN?

20. HUMAN SKILLS AND COURTESY IN HANDLING
COMPLAINTS

21. CUSTOMER INTERACTION MODEL
STEP 1: CREATING FIRST IMPRESSION
a. First impression is formed within seconds
b. People’s perceptions are shaped by their first impression
c. Conveying the right perception helps in setting the appropriate expectation to
the customer.
STEP 2: UNDERSTANDING CUSTOMER NEEDS
a. Ensure the customer’s status
b. Identify the customer’s level of knowledge
c. Listen actively and interpret correctly
d. Ask the right questions
STEP 3: PRESENT SOLUTION OR ALTERNATIVE
a. Speak clearly and confidently
b. Check for understanding
c. Summarize, if necessary
d. Seek confirmation / affirmation
STEP 4: LEAVING A LASTING IMPRESSION
a. “Leave the door open”
b. Personalize the close
c. Never terminate the interaction before the customer does so.
d. End the way you begin.

22. MODULE 4
HOW TO INCREASE OUR
CUSTOMER SERVICE
QUALITY THROUGH
EFFECTIVE TELEPHONE
TECHNIQUES

23. STEP 1: PUTTING YOUR BEST EAR
FORWARD
1. Listen to the customer’s
opening statement
2. Write down or input key
points
3. Listen without interrupting
4. Give the customer you are
helping your full attention

24. STEP 2: SAYING HELLO - THE OPENER
1. Answer by the third ring
2. Give the name of your business,
your name and an opening
statement or question
3. Sound enthusiastic and be ready to
help
4. Work on relationship building from
the beginning of the contact.

25. STEP 3: BETWEEN HELLO & GOODBYE
- HELPING THE CUSTOMER
1. Assure the customer you can help
2. Summarize the customer’s opening
statement
3. Verbalize what you are doing
4. Put your personal touch into the contact
5. Before a lengthy pause, tell the customer
what is happening
6. When putting customers on hold, explain
why.

26. STEP 4: SAYING GOODBYE - THE
CLOSER
1. Recap what you are going to do
2. Gain the customer’s acceptance
and confidence
3. Ask if you can help with anything
else
4. Give your name again
5. Thank the customer for calling
your company

27. MODULE 5
HOW TO COMMUNICATE
SKILLFULLY WHEN DEALING WITH
DIFFICULT CUSTOMERS

30. FOR EFFECTIVE COMMUNICATION
38 %
7 %
55 %
FACE TO FACE COMMUNICATION
TONE
WORDS
NON VERBAL

31. FACE TO FACE COMMUNICATION PRINCIPLES
1. Presenting with ease -relaxed
conversation is your best
2. Create a space – focus on reacting and
responding to the speaker
3. Be yourself
4. People can listen or they can think – but
not both together

32. 5. Think before you speak
6. Silence is essential
7. Focus – maintain eye contact,
encourage speaker to go on & ask
questions and summarize
FACE TO FACE COMMUNICATION PRINCIPLES

33. 5 IMPORTANT COMMUNICATION SKILLS
IN CUSTOMER SERVICE
LISTENING
VERIFYING
QUESTIONING
OBSERVING
EXPLAINING

34. 1. Pay attention
Give the speaker your undivided attention and
acknowledge the message. Recognize that what is
not said also speaks loudly.
1. Look at the speaker directly.
2. Put aside distracting thoughts. Don’t mentally
prepare a rebuttal!
3. Avoid being distracted by environmental factors.
4. “Listen” to the speaker’s body language.
5. Refrain from side conversations when listening in
a group setting.
ACTIVE LISTENING SKILLS

35. 2. Show that you are listening
Use your own body language and
gestures to convey your attention.
1. Nod occasionally.
2. Smile and use other facial expressions.
3. Note your posture and make sure it is
open and inviting.
4. Encourage the speaker to continue
with small verbal comments like yes,
and uh huh
ACTIVE LISTENING SKILLS

36. 3. Provide feedback
Our personal filters, assumptions, judgments, and
beliefs can distort what we hear. As a listener, your
role is to understand what is being said. This may
require you to reflect what is being said and ask
questions.
1. Reflect what has been said by paraphrasing. “What
I’m hearing is…” and “Sounds like you are saying…”
are great ways to reflect back.
2. Ask questions to clarify certain points. “What do you
mean when you say…” “Is this what you mean?”
3. Summarize the speaker’s comments periodically.
ACTIVE LISTENING SKILLS

37. THANK YOU
WINNING DOESN’T ALWAYS MEAN
BEING FIRST – WINNING MEANS YOU’RE
DOING BETTER THAN YOU’VE DONE
BEFORE
SUCCESS MEANS – KNOWING MORE
THAN THE OTHERS, WORKING MORE
THAN THE OTHERS & EXPECTING LESS
THAN THE OTHERS