Delivering Exceptional Customer Service: Handling Difficult Customers

• Customer service
• Special Education

Delivering Exceptional Customer Service: Handling Difficult Customers

Learning Objective

At the end of the lesson, you will understand the concept of customer service, identify different types of difficult customers, and learn strategies to handle them effectively.

What do you already know about customer service and difficult customers?

What is the key to providing great customer service?

1. Offering limited product options
2. Being rude to customers
3. Ignoring customer complaints
4. Understanding customer needs and exceeding expectations

Which communication skill is important for delivering great customer service?

1. Interrupting customers
2. Speaking loudly
3. Avoiding eye contact
4. Active listening

How can you show empathy towards customers?

1. Using sarcasm
2. Ignoring their concerns
3. Putting yourself in their shoes
4. Blaming them for the issue

Why is responsiveness important in customer service?

1. It creates a sense of exclusivity
2. It allows you to ignore customer queries
3. It shows you value their time and concerns
4. It saves money for the company

What is the benefit of personalization in customer service?

1. Avoiding any personal interaction
2. Providing generic responses
3. Building strong customer relationships
4. Treating all customers the same

Slide 1: Introduction to Customer Service

Customer service refers to the assistance and support provided to customers before, during, and after purchasing a product or service.

Slide 2: What is a Difficult Customer?

A difficult customer is someone who presents challenges or conflicts during a customer service interaction. They may be angry, demanding, or unreasonable.

Slide 3: Types of Difficult Customers

1. Angry Customers
2. Indecisive Customers
3. Complaining Customers
4. Demanding Customers

Slide 4: Angry Customers

Angry customers are upset or frustrated. They may raise their voice, use aggressive language, or express their dissatisfaction openly.

Slide 5: Indecisive Customers

Indecisive customers have difficulty making decisions. They may ask numerous questions, seek reassurance, or hesitate in making a purchase.

Slide 6: Complaining Customers

Complaining customers express dissatisfaction about a product or service. They may point out flaws, express frustration, or demand compensation.

Slide 7: Demanding Customers

Demanding customers have high expectations and specific requirements. They may request special treatment, demand immediate attention, or insist on certain benefits.

Slide 8: Handling Difficult Customers - Key Tips

1. Stay Calm
2. Actively Listen
3. Empathize
4. Offer Solutions
5. Seek Assistance if Needed

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.