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For those that have attended the workshop the following material is a reminder of some of the suggested lines that can be used in dealing with difficult customers.
Apology
"Please accept my sincere apology for any inconvenience this may have caused you".
Diplomacy
"Clearly we have upset you and I would like you to know that getting to the bottom of this is just as important to me as it is to you"
Computer Mode
Just speak like a computer - with no emotion what-so-ever.
"People get irritated when they don't get the help they need"
"It is very annoying to experience a delay in service response"
"Nothing is more distressing than feeling like you're being passed around when all you need is help"
Personal offence
"Have I done something to upset you?"
Show empathy
"That must have been very frustrating for you"
"If I were in your shoes I'm sure that I would feel just as you do"
"I realise the wait you encountered was an inconvenience"
"It must have been frustrating for you to wait that long and for that I am sorry"
Feedback
"Thanks for taking the time to let us know how you feel"
"We appreciate customers who let us know when things aren't right"
"Thanks for being so honest with us"
Double not pattern
How would not (the behaviour) affect not getting (the result that they want).
Anything less than (opposite of behaviour) isn't (going to get the result you want) isn't it? |
