Difficult Customers &

Situations
Module 5

Module 5 5–1
 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
Module 5 5–2
 Difficult Customer Situations

• Listen

• Empathize

Module 5 5–3
 Difficult Customer Situations

• Respond
professionally

• Recognize
underlying factors

Module 5 5–4
 Difficult Customer Situations

• Ask questions

• Give feedback

• Summarize

Module 5 5–5
 Limited English Speaking
• Be patient and • Avoid using
concentrate slang or
industry jargon
• Speak slowly
and distinctly • Speak in a
normal tone of
• Be extra voice
courteous
• Reiterate what
has been said

Module 5 5–6
 Long-Winded Caller
• People will monopolize another’s time
on the telephone

Module 5 5–7
 Argumentative Customers
• Speak softly

• Ask for their opinion

• Take a break –
don’t’ get drawn in

Module 5 5–8
 Verbally Abusive Customer

• Remain calm

• Let the customer

know the
consequences,
calmly and
objectively

Module 5 5–9
 Threatening Customers

• Threats can be an attempt to intimidate

you.
• Keep calm and keep
your responses focused
on the issue at hand.

Module 5 5–10
 Hostile/Angry Customers
• An angry customer is most likely not
angry with you.

Module 5 5–11
 Hostile/Angry Customers
HOSTILITY CURVE
Slow Down • Wait until their
hostility peaks and
Supportive
Comments then begins to cool.

Rational Behavior

Problem Solved

Module 5 5–12
 Hostile/Angry Customers–
Strategy

• Listen
• Empathize
• Apologize
• SERVICE
• Summarize

Module 5 5–13
 Group Activity

Module 5 5–14
 Saying “No”
• Sometimes you have to say “no,” but if
you do it right, you can still get a “thank
you” for your service

Module 5 5–15
 Strategies for Saying “No”
• Explain why it can’t be done
• Don’t quote policy
• Don’t be patronizing
• Offer alternatives when you can
• Avoid making excuses
• Eliminate negative phrases
• Don’t mention other/similar complaints
Module 5 5–16
 Safety and Security
• Child Support
offices can be
targets for:
– Theft
– Unauthorized entry
and access
– Threats
– Physical abuse
and harm

Module 5 5–17
 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
Module 5 5–18
 Summary & Conclusions

• Methods for diffusing the anger and hostility

of customers

• Strategies for handling difficult customers

• Strategies for handling difficult situations

Module 5 5–19
 Learning Objectives
• Summarize the major workshop topics

• Identify significant learnings and how

you will apply your learning

• Complete an evaluation of the

workshop
Module 5 5–20
 Workshop Summary
• Concepts of High-Quality Customer
Service
• Communications Skills

• Winning Telephone Techniques

• Difficult Customers and Situations

Module 5 5–21
 Thank You For Coming….

• Susan Greenblatt, Deputy Director

– Office of State, Tribal and Local
Assistance

• Charlene Butler, Senior Trainer,

– National Training Center

Module 5 5–22