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Welcome to QUALITY TIME: Dealing with the Angry Customer

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Title: Welcome to QUALITY TIME: Dealing with the Angry Customer


1
Welcome to QUALITY TIME Dealing with the
Angry Customer
  • Service Quality Improvement Council Forums
    February 26 27, 2004
  • Please complete one
  • Inventory of Incident Report

2
Introduction Marybeth Bean
  • QUALITY TIME SERIES
  • Purpose of this SQIC Series
  • Measures of Success

3
What can I do?
  • Participate!
  • Ask questions
  • Listen to each others experiences
  • Try this at home

4
TODAYS FOCUS
  • Identify Anger
  • Deal with Emotions
  • Practice the Principles

5
Why Bother to Deal with Angry Customers
Effectively?
  • Were here to serve its our job
  • Help to minimize stress levels
  • Irate customers will tell others
  • Never sure who the customer is/where their
    influence lies
  • Personally satisfying to be successful at it
  • Challenge to understand human nature

6
Identify Anger Susan Burdick
  • Two kinds of angry customers
  • Aggressively angry customers express feelings
    immediately
  • Passively angry customers sometimes more
    difficult to identify
  • Verbal and nonverbal clues

7
Brainstorm Clues to identify anger?
8
Brainstorming Results Verbal Clues
  • Yelling
  • Expletives
  • I dont have time!
  • You
  • They didnt ask me to do that last time
  • Threats
  • I dont understand
  • Sighing
  • You said - broken trust
  • Name calling

9
Brainstorming Results Non-Verbal Clues
  • Staring
  • Quick movements
  • Persistence
  • Ignore you
  • Raised voice
  • Folding arms
  • Cant wait
  • Check watch
  • Throw books

10
Identify Anger Summary points
11
Identify Anger Discussion
  • Why do customers get angry?
  • Fundamental principle Staff person is symbol of
    whats wrong, not personal.

12
Deal with the Emotions Danuta Nitecki
  • Key principle
  • Deal with feeling first
  • Then deal with customers problem.

13
Deal with Emotions Empathy
  • Dictionary definition
  • the capacity for participation in anothers
    feelings or ideas.
  • --Websters New Collegiate Dictionary.1981

14
Deal with Emotions Exercise
  • Individually complete the exercise form,
    Dealing with Peoples Feelings
  • Group vote on answers

15
Deal with Emotions Exercise
  • Thats too bad, but it happens to a lot of our
    library users.
  • Not Empathetic
  • I get the feeling youre very unhappy about what
    happened.
  • Empathetic
  • I think you have a problem here.
  • Not
    Empathetic

16
Deal with Emotions Exercise
  • Well, thats what you think happened.
  • Not
    Empathetic
  • Im so sorry that happened to you.
  • Empathetic
  • What are you so angry about? It happens all the
    time.
  • Not
    Empathetic

17
Deal with Emotions Exercise
  • I can tell youre really upset, Im sorry.
  • Empathetic
  • I think youd better calm down.
  • Not Empathetic
  • I dont think we can do anything about it. Sorry
    about that.
  • Not
    Empathetic
  • I think we have a problem here.
  • Empathetic

18
Deal with Emotions SOFTEN
  • S SMILE
  • O OPEN POSTURE
  • F FORWARD
  • T TERRITORY
  • E EYE CONTACT
  • N NOD ATTENTIVELY
  • Developed by Randy Bauer, President, Leadership
    Training Association

19
Deal with Emotions Practice
  • Pick a partner next to you
  • Start
  • A tells B about something of interest
  • B practice Soften skills
  • When you hear Stop Soften
  • A continue to tell B about topic of interest
  • B drop practicing Soften skills
  • Turn roles
  • Reverse process and B tells A about something of
    interest while A practices Soften skills
  • When you hear Stop Soften A drops soften
    skills

20
Deal with Emotions Discuss
  • How did it feel when Soften Skills were
    practiced?
  • When Soften Skills were dropped?

21
Remember the Principles
  • Be aware of verbal and nonverbal signs of anger
  • Deal with emotions first, then the problem
  • Empathize by asking open questions, give
    feedback, summarize the issue
  • Use SOFTEN communication skills for interactive
    listening
  • Staff person is often a symbol of whats wrongdo
    not take criticism personally

22
Practice Role Play exercise
  • Break into groups by Q-Tip colors
  • Volunteers please Angry customers, Effective
    Service Providers, group reporter
  • Each team will witness a role play, scripted to
    have great anger expressed and different
    principles not followed by service provider
  • 5 minutes for role play 5 minutes for group
    review
  • Report out to whole at end

23
Role Play reporting
  • What verbal and nonverbal signs displayed by
    customer?
  • Were feelings dealt with first?
  • How did service provider empathize with
    customer?
  • Did SOFTEN skills affect dealing with the angry
    customer?

24
Practice Discussion
  • Group reports
  • Discussion
  • How did the principles help deal with the angry
    customer?
  • How did an absence of a principle affect the
    situation?
  • What have we learned?

25
Wrap up
  • Look out for a Q-Tips web site
  • Prizes of course
  • Please complete evaluationsgive us ideas for
    future sessions
  • PRACTICE, PRACTICE, PRACTICE

26
Thank you for coming.
  • Marybeth Bean, Kline Science Library
  • Susan Burdick, Divinity Library
  • Danuta A. Nitecki, your sponsor
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