Dealing with Challenging Customer Behavior: Just Another Speed Bump!!

Missouri Association of Student Financial Aid Professionals (MASFAP)

March 2006

Presented by Terry D. Everson

Senior Vice President of Training and Sales

Program Agenda

-Introduction and Overview

-Can You Top This?

-The Profile of the Difficult Customer:

  • What makes them tick?
  • Those are fighting words.

-It’s the Behavior, Not the Person

  • Do unto others.
  • Who’s the most important person?
  • Jump the fence.

-Why Do We/They Behave in a Particular Manner?

-Don’t Get Hooked

-P

A

C

-Program Close and Evaluation

Personal Learning Journal

Initial Learning Objectives

A training program is like a communication situation in one important way: If you are clear about what you want or need and you are willing to ask for it, you are more likely to get it.

•In the space below, write down what you want or need from this training program.

Activity / Responsible / Key Dates

Typical Customer Complaints

What are some of the complaints that you have dealt with from angry clients or customers? Does there seem to be a pattern? Let’s list them out and analyze them.

Who’s the Most Important Person in the World?

Don’t Get Hooked

-Accept their feelings as true

-Know that you have choices

-Show that you care about their situations

  • Hearing them out.
  • Disarm them
  • Say that you are willing to discuss the issue.
  • Repeat your willingness to talk.
  • Actively listen
  • Take notes

-State that you wish to help them

-Don’t fan the flame

-Present a positive, open, physical presence

-Use positive self-talk

-Ask for his/her help in solving the problem

-Walk in the customer’s shoes.

Positive Self Talk: Your Best Defense

-This situation does not have anything to do with me personally.

-Be empathetic, not sympathetic.

-There is no need to argue.

-There is no point in getting mad about this issue.

-He/she must be very unhappy.

-I’ll stay in the present.

-Take a deep breath and relax.

-Don’t take it personally.

-Let it go.

Those are Fighting Words

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Why Do We/They Behave in a Particular Manner?

P

A

C

It’s Not My Fault: Now What?

Call to Action

I will do what? By when?

Action:Date:

Signed: ______Date: ______

Contact Information

Terry D. Everson

Senior Vice President of Training and Sales

Student Loan Xpress

3532 John Muir Drive

Middleton, WI53562

(o) 608-831-5586

(f) 608-831-5589

(c) 608-225-3762

MASFAP 2005

Difficult Customer Behavior/1