Difficult Customers &

Situations
Module 5

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Learning Objectives
Identify methods for diffusing customer
anger or hostility
Develop strategies for handling difficult
customers
Identify situation that tend to be difficult
and develop strategies to diffuse them
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Difficult Customer Situations

Listen
Empathize

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Difficult Customer Situations

Respond
professionally
Recognize
underlying
factors
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Difficult Customer Situations

Ask questions
Give feedback
Summarize
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Limited English Speaking

Be patient and
concentrate
Speak slowly
and distinctly
Be extra
courteous

Avoid using
slang or
industry jargon
Speak in a
normal tone of
voice
Reiterate what
has been said

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Long-Winded Caller
People will monopolize anothers time
on the telephone

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Argumentative Customers
Speak softly
Ask for their opinion
Take a break
dont get drawn in

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Verbally Abusive Customer

Remain calm
Let the customer
know the
consequences,
calmly and
objectively
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Threatening Customers
Threats can be an attempt to intimidate
you.
Keep calm and keep
your responses focused
on the issue at hand.

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Hostile/Angry Customers
An angry customer is most likely not
angry with you.

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Hostile/Angry Customers
HOSTILITY CURVE
Slow Down
Supportive
Comments

Wait until their

hostility peaks and
then begins to cool.

Rational Behavior

Problem Solved

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Hostile/Angry Customers
Strategy

Listen
Empathize
Apologize
SERVICE
Summarize
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Group Activity

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Saying No
Sometimes you have to say no, but if
you do it right, you can still get a thank
you for your service

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Strategies for Saying No

Explain why it cant be done

Dont quote policy
Dont be patronizing
Offer alternatives when you can
Avoid making excuses
Eliminate negative phrases
Dont mention other/similar complaints
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Safety and Security

Child Support
offices can be
targets for:
Theft
Unauthorized entry
and access
Threats
Physical abuse and
harm
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Strategies for Safety and

Security

Door Codes
Closed-circuit television cameras
Always leave yourself an escape route
Construct natural barriers to separate
ID Badges
Panic Button in interview rooms
Security guards
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Summary & Conclusions

Methods for diffusing the anger and hostility
of customers
Strategies for handling difficult customers
Strategies for handling difficult situations

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Learning Objectives
Summarize the major workshop topics
Identify significant learnings and how
you will apply your learning
Complete an evaluation of the
workshop
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Workshop Summary
Concepts of High-Quality Customer
Service
Communications Skills
Winning Telephone Techniques
Difficult Customers and Situations
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Thank You For Coming.

Susan Greenblatt, Deputy Director
Office of State, Tribal and Local
Assistance

Charlene Butler, Senior Trainer,

National Training Center
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