JSSK0

MANAGING DIFFICULT
CUSTOMERS - THE KEY TO
SERVICE RECOVERY
MODULE
1

ADMIN

Icons
5

Time Allocation. Feel free to change the

minutes.
Individual work

Pair work

Group/class work

Activity Sheet available

Objectives

Explain why customers complain

Recognise the value of complaints to
an organisation
Practice steps to manage complaints
effectively
Apply steps to handle complaints for
effective results

Lead In

1
0

Watch the video, identify the following

elements and present your findings:
The issue
The consequences
What would have been the effect
if the issue had been dealt with
earlier?

Video 1

Overview
Module 1:
Customer
Expectations
and
Dissatisfaction

Module 2:
Preparing the
Right Mindset
to Approach
Difficult
Customers

Module 4:
Connecting
with the
Customers

Module 5:
Saying NO
Effectively

Module 3:
The
Fundamentals
to Approach
Difficult
Customers
Module 6:
Winning Back
Difficult
Customers

Overview
Module 1:
Customer
Expectations
and
Dissatisfaction

Module 2:
Preparing the
Right Mindset
to Approach
Difficult
Customers

Module 4:
Connecting
with the
Customers

Module 5:
Saying NO
Effectively

Module 3:
The
Fundamentals
to Approach
Difficult
Customers
Module 6:
Winning Back
Difficult
Customers

Activity 1

1
5

Each group will be given an envelope

that contains cut out words. Use all
the words given and form 7 phrases
commonly used in customer service.

Activity 1

Answers:
Doing
ordinary
things
extraordinaril
y well

Going
beyond
whats
expected

Being at your
best with
every
customer
Surprising
yourself with
how much
you can do

Adding value
and integrity
to every
interaction

Discovering
new ways to
delight those
you serve
Taking care
of the
customer like
you would
take care of
your
grandmother

Discussion 1

In your group, choose a phrase that

you like the most and state the
reasons.

Discussion 2

1
5

In groups, think of a time when you

were dissatisfied with a product or
service you paid for and answer the
following questions:
What was your immediate reaction
when you found out the product or
service wasnt up to your expectation?
Imagine your complaint was handled
well... How would that make you feel?
Imagine your complaint was not
handled well.... How would that make
you feel? What would you do?

Reasons for Customer

Dissatisfaction

They didnt get

what was
promised

Nobody listens
to them

They were lied

to

They got an
unexpected

Impacts Of Customer
Dissatisfaction
Dissatisfied customers will walk
away!
Dissatisfied customers will spread
the word!
Dissatisfied customers will be the
worst type of angry customers!

Stages of Anger

Hostile
Infuriat
ed
Frustrat
ed
Annoye
d

Avoid Customer
Dissatisfaction

Deliver ultimate customer service

Listen to customer feedback
Handle difficult customers and
complaints well

Overview
Module 1:
Customer
Expectations
and
Dissatisfaction

Module 2:
Preparing the
Right Mindset
to Approach
Difficult
Customers

Module 4:
Connecting
with the
Customers

Module 5:
Saying NO
Effectively

Module 3:
The
Fundamentals
to Approach
Difficult
Customers
Module 6:
Winning Back
Difficult
Customers

Activity 2

1
5

String Game
Follow the instructions given by your
facilitator.

Discussion 3

1
5

List common reasons why customers

become difficult.

Common Reasons for

Customer Complaints
You didn't do what you
promised.

Not willing to seek a solution

Your product didn't do what

it's supposed to do.

Not giving full product

explanations

It's a long time before

someone answers the phone.

Not willing to admit a mistake

Whenever I ring in and get

transferred to another person I
often get cut off.

Not keeping you up to date

Bad attitude

Broken promises

What are Complaints to

an Organisation?
Feedback
Image
An
indicator/benchmar
k
Value

Complaints: When Does It

Happen?
A product or service does not meet
the expectations of the customer
A product or service is faulty and
does not function correctly

Why Handle Complaints?

Change from product

driven to customer
driven
Business environments
have became more
competitive
Service is the key to

Video 2

Overview
Module 1:
Customer
Expectations
and
Dissatisfaction

Module 2:
Preparing the
Right Mindset
to Approach
Difficult
Customers

Module 4:
Connecting
with the
Customers

Module 5:
Saying NO
Effectively

Module 3:
The
Fundamentals
to Approach
Difficult
Customers
Module 6:
Winning Back
Difficult
Customers

The Fundamentals

Discover
customer
dissatisfacti

Show
Empathy
NOT

Building
trust

Discover Customer
Dissatisfaction

1.
Active
istening

2.
Ask
Question

1. Active Listening
Pay Attention
Show That You're
Listening
Provide Feedback
Defer Judgment
Respond Appropriately
Dont be selective

Activity 2

Activity 3

1
0

Listen carefully to the tape of Caf

Scene and tell the class what do you
hear?

Activity 4

Remove six letters and what remains

is a common word

SIBAXNLAETNATESR
S

Activity 5

1
0

Listen to the story of the Kampung

Baru school bus and answer the
question given.

Barriers to Listening
1.
2.
3.
4.
5.
6.
7.
8.

Focusing on the environment

Daydreaming
Too rigid following process
Busy looking for answers
Mentally tired with personal problems
Panic when customer is difficult
Assuming the answer
Being selective in listening

2. Ask Questions

Open
Questions

Closed
Questions

require more
than a yes or
no answer and
encourages the
customer to
give more
information.

require one
word or short
answer and are
often used for
clarifications.

Be Empathetic NOT
Sympathetic
SYMPATHY
The act of
imagining
and interpreting
the thoughts,
experiences of
others from our
own lens

The act of
imagining
and interpreting
the thoughts,
experiences of
others from the
customers lens
EMPATHY

How to Show Empathy?

Speak in a language that the customer
understands
Be sensitive to your customers situation
Avoid giving your personal opinion
regarding the issue
Use the Feel, Felt, Found technique

The Feel, Felt, Found

Technique
Tell them you understand how they
feel,

tell them theyre not alone,

then tell them there is a

way to come to a resolution
and show them that there is
still a way to work it out.

Examples
I understand how you feel, some customers have
felt the same way and they found that once they
understood what was needed it was easily
resolved.
FEEL

I can understand your frustration sir. Unable to

do the transaction when we really need it would be
frustrating for anyone. However if we work
on
FELT
FOUND
this together, we can resolve it very quickly.

I know youre upset, I would be too. Heres what

Discussion 4

1
5

In groups, create phrases using feel,

felt and found technique in the
scenarios which will be given by your
facilitator.

Building Trust with

Customers
Respect and validate customers
views
Focus on the facts not customers
behaviour
Be positive
Choose to respond not react
Do not show resistance
Uncover the truth

Overview
Module 1:
Customer
Expectations
and
Dissatisfaction

Module 2:
Preparing the
Right Mindset
to Approach
Difficult
Customers

Module 4:
Connecting
with the
Customers

Module 5:
Saying NO
Effectively

Module 3:
The
Fundamentals
to Approach
Difficult
Customers
Module 6:
Winning Back
Difficult
Customers

Steps to Manage Complaints

Let them vent!

Listen and do not

interrupt

Acknowledgement &
apology

"I can understand

why..."

Identify the complaint

Summarise key issues

and main complaint

Determine action

Outline action plan and

gain agreement

Confirm action and thank

customer

Thank them for their

feedback

Take action and deliver on

promises

Do what is promised,
follow up

Activity 6

1
0

Follow the instructions given by your

facilitator and fill in the spaces in your
handout with your replies using
positive phrases.

Ways To Say
These are the terms and
We
Dont
are
I
not
am
get
aware
not
upset
very
of
with
sure
the that
update
me
I
Whats
cant
Im
Its
Youll
not
help
company
your
authorised
have
you
problem?
with
to.
policy
conditions you must follow!

I Ican
help
with
that.
What
Iapologise
Ill
can
research
hear
I you
canfor
youre
dothe
the
is
Im
going
I need
to
your
transfer
I need
to place
you on
How
For
inconvenience,
transfer
issue
upset.
security
may
and
ILets
you
assist
get
reasons,
to
work
back
ifthe
you,
we
hold
for
1 minute
you
assistance
to Ajay,
he
towhile
is
....
myI
expert
could
to
together
we
you
Ms.
and
advise..
refer
asSiti?
her
soon
and
to
name
the
Ill
asok
research
that.
Is
that
team manager
solve
policy
iswith
possible
this
Cindy
signed
for you.
you?

Positive Phrases
Every word and phrase you choose conveys
mood, tone and meaning
Choose the words with care to improve
customer experience

Negative vs. Positive Phrases

ve
Cant
But
Maybe
Try
Probably
Problem
Should
Unfortunatel
y
Sorry
No
Difficult

ve

What I can do is
However, although, and
Certainly
Will
Certainly, definitely
Challenge, concern,
issue
Will
However
I apologise, I
understand
What I can do is

Role Play 1

Follow the instructions given by your

facilitator.

Short Story

1
0

Follow the instructions given by your

facilitator .

Types of Difficult Customers

Reluctant
speaker

Constant

Soothing
Delayer

Untrained

Know-It-All

Talker

Hostile

Reluctant Speaker

What are they

like?

Genuinely
incompetent or
How to handle
passively
them?
aggressive
Does not volunteer
Identify the reason
information
for their reluctance
Short, one-word
Start by using
responses
May play stupid or yes/no questions to
get them talking
ignorant
Then graduate to
open-ended
questions

Soothing Delayer
What are they
like?
Will stall and delay
Super nice and
sensitive
Seek to appease
and not offend
Agreeable
Indecisive

How to handle
them?
Reassure
Take the lead
Open-ended
questions
Reinforce solution

Untrained
What are they
like?

How to handle
them?

Suffer from basic

lack of knowledge
Seek to be led
through support call
May be stressed
due to expectations
Have feelings of
inadequacy

Is this request
within scope?
Be helpful, but
manage your time
Adjust your level to
the customers
Respect their
dignity
Use other groups
when feasible
Direct them to

Talker
What are they
like?
Seek to verbally
control dialogue
Go off on tangents;
lose focus
Repeat themselves
Will talk-over or
interrupt you

How to handle
them?
Interject politely
Politely insist on
finishing your point
Ask questions and
get them to focus
Use close-ended
questions
Be pleasant and
use finesse

Constant Complainer

What are they

like?
Fault finder, whiner,
and complainer
Refuse problem
responsibility
Blame you, product
and organisation
Go on and on

How to handle
them?
Dont agree
Get them focused
Push for first time
solution
Judgment call on
additional solutions

Know-It-All
What are they
like?
Self-proclaimed
expert
Close-minded and
unreceptive
Critical of outside
suggestions

How to handle
them?
Ask questions and
get the facts
Let them know you
heard them
Convey respect
Give credit when

Hostile Aggressor
What are they like?
Intimidating and explosive
Controlling and ruling
Quick to become angry and
attack
Judgmental
Change resistant
How to handle them?
Stay calm
Stick to the facts
Speak clearly and do not sound
condescending
Negotiate

Role Play 2

1
5

Follow the instructions given by your

facilitator.

Overview
Module 1:
Customer
Expectations
and
Dissatisfaction

Module 2:
Preparing the
Right Mindset
to Approach
Difficult
Customers

Module 4:
Connecting
with the
Customers

Module 5:
Saying NO
Effectively

Module 3:
The
Fundamentals
to Approach
Difficult
Customers
Module 6:
Winning Back
Difficult
Customers

Saying NO
Apologise
/
empathis
e
Customers
Dont Take
No For an
Answer

Provide
an
explanati
on

Offer
alternativ
es

Thank the
customer

Get the
customer
to buy-in

When Customers Dont Take

No for an Answer

Repeat The Five Steps slowly

Acknowledge the hesitancy

Escalate to management

Video 2

Overview
Module 1:
Customer
Expectations
and
Dissatisfaction

Module 2:
Preparing the
Right Mindset
to Approach
Difficult
Customers

Module 4:
Connecting
with the
Customers

Module 5:
Saying NO
Effectively

Module 3:
The
Fundamentals
to Approach
Difficult
Customers
Module 6:
Winning Back
Difficult
Customers

Activity 7

2
0

Wind in the Willow

Follow the instructions given by your
facilitator.

Winning Back Through

Service Recovery

The effort an organisation expends to win back

customers goodwill once it has been lost due
to service/product failure.

The Need for Service

Recovery

The high cost of lost customers

To avoid losing future customers
Customers might be driven away to our competitors

The Hidden Benefits of

Service Recovery

Improve the overall quality

Reduce the incidence of poor moments of
truth
Put the smile back on customers face

The Steps to Service

Recovery
Apology
Urgent restoration
Empathy
Compensation
Follow-up

Up My Service!

Values of Complaints
Highlight systems
and services that
need improvement

Identify procedures
that need to be
revised

Reveal information
that is lacking,
wrong or out of
date

Identify staff who

need training or
closer supervision

Help monitor
service levels and
check consistency

Get important
issues straight to
top managements
notice

Educate staff about

customers
expectations in
relation to service
and products

Give information
about customer
preferences in
marketing and
promotions

Prevent
complacency
among staff

?
?
?

Activity 8

1
0

Follow the instructions given by your

facilitator.

Consolidation

Food for Thought

Your most unhappy customers are your

greatest source of learning
- Bill Gates