How to Handle the Irate Customer Workbook

HOW TO HANDLE THE IRATE CUSTOMER WORKBOOK

CONTENTS

Getting The Most From The Participant Workbook...... 3

Before-and-After Skills Inventory...... 4

Key Point #1: It’s Nothing Personal...... 6

Key Point #2: The ASAP Technique...... 7

Key Point #3: You Can Satisfy Most People Most Of The Time...... 8

Key Point #4: Use Our Swear Stopper...... 9

Bonus Tip: No Excuses...... 10

A Quiz on How To Handle The Irate Customer...... 11

A Closing Word...... 12

Key Points...... 13

Before-and-After Skills Inventory Answers...... 14

Answers to Quiz Questions...... 15

Answer Keys...... 16

Participant Notes...... 17

About Telephone Doctor® Customer Service Training...

Telephone Doctor® is a St. Louis based customer service training company which offers products and techniques designed to improve the service skills of customer contact employees. This video program is presented by Nancy Friedman, our founder and president. Through videos, CD-ROMS, web-based courses, books, audio programs and instructor-led workshops, Telephone Doctor® has helped tens of thousands of organizations increase revenue, improve customer satisfaction ratings, and reduce employee turnover. For additional information, please visit .

And now some legal stuff…

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Telephone Doctor is a registered trademark of Telephone Doctor, Inc.

Getting The Most From The Participant Workbook

In order to receive the maximum benefit of this Participant Workbook, a clear understanding of the value of training is necessary.

Why Training?

No matter what you call your customers (citizens, members, students, clients, taxpayers or #*&@!), when you think about it, they’re the ones who are providing your organization with its income.
Your interaction with a specific customer will likely be the basis for that customer’s entire
impression of the service your organization offers.
The single greatest way a company can distinguish itself from its competition is by the level of service it offers and the higher level of service your organization offers, the more successful it will be. Successful firms are better able to compensate employees and increase the growth of their businesses.
Thus, it is vital to the success of your organization that you provide the most positive customer service communication with each and every customer.

What’s In It For You?

This Telephone Doctor® course will provide you with simple, yet effective, skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you are:

Increased confidence from having the right tools.

Reduced stress by better handling challenging situations.

Increased job satisfaction from doing something well.
That great feeling you get inside from helping others.
Increased value to your employer.

Using The Participant Workbook With A Facilitator

If this Participant Workbook is part of an instructor-led classroom setting, the facilitator will instruct you as to what portions of the Participant Workbook will be used. Be sure to complete the exercises and participate fully. The more participation, the more rewarding the experience.

This Participant Workbook will help you learn and retain the important skills taught in this course. It is also valuable as a future reference source.

Using The Participant Workbook As A Self-Paced Study

The Participant Workbook is designed to help process the information found in the video “How to Handle the Irate Customer.” It serves as your guide and each Participant Workbook section is self-explanatory. Everything you need, besides a pen or pencil and the video, is included.

Before watching the video, complete the Quiz for “How to Handle the Irate Customer.” Retaking this Quiz after watching the video and completing the Participant Workbook will allow you to measure your own improvement.

Now, it’s time to view the video. We suggest first watching the entire video. Then watch it again, this time in small bits.
As you watch, take notes on designated pages in the back of the Participant Workbook.
When you’re confident you understand the skills presented in the video, begin answering the Review Questions in this Participant Workbook. Don’t rush. Take time to relate each Key Point to yourself and your job.

Before-and-After Skills Inventory

Before watching the program - HOW TO HANDLE THE IRATE CUSTOMER - answer the questions below to the best of your ability. Do not score your answers yet. Wait until you complete the second part of the Before-and-After Skills Inventory at the end of the course. Then score both your “Before” and “After” responses. You’ll find the correct answers on page 15 of this workbook. The difference between the two scores will show you how much you’ve learned in the course.

Before After

While 80% of your time with an irate customer will be spent solving the problem,□□

you will have to spend about 20% soothing the person’s feelings. (T or F)

2. You will be able to help most irate customers successfully, but there are certain times□□

when the most appropriate course of action to take is simply hanging up on the customer.

(T or F)

3. In order to do a good job handling irate calls, it’s important to remember that the customer:□□

a. probably doesn’t know what he/she is talking about;

b. is not angry at you personally, but at the company; or

c. may not be satisfied no matter what you do.

4. When a customer is irate about a problem, offering a sincere apology: □ □

a. could get your company into legal trouble;

should wait until you know whose fault it is; or

c. is the first thing you should do.

5. Because most irate customers understand that you didn’t cause their problem, yourself,□□

a sincere “I’m sorry” is apology enough. (T or F)

6. Even if you’ve apologized, it’s important to sympathize with the customer’s anger and□□

frustration. (T or F)

7. Sympathizing with the feelings of an irate customer:□□

a.indicates disloyalty to the company;

b.is always a good idea; or

c.should only be done in severe cases.

8. Accepting responsibility for the irate customer’s problem: □□

a.is a recommended technique;

b.should be left to upper management; or

is optional in each case.

BeforeAfter

9. By answering a call on behalf of your company, you automatically accept responsibility□□

for an irate customer’s problem. (T or F)

10. Most irate customers will be satisfied: □□

a. if you apologize and sympathize, even though you can’t help;

b. if you help them, even though you don’t apologize or sympathize;

c. only if you apologize, sympathize, and help them.

Once you’ve apologized for the problem and sympathized with the irate customer’s□□

feelings, the best thing to do is:

a. change to a less controversial subject;

b. ask if the customer is feeling better now; or

c. prepare to help solve the problem.

12. Dealing with irate customers means that, occasionally, you’ll need to put up with □□

abusive or offensive language. (T or F)

13. If an irate customer becomes abusive or begins swearing, the first thing you should do is: □□

a. take control of the call;

b. refuse to help until the customer stops swearing; or

c. hang up the phone.

Offering an excuse to an irate customer is the same as telling him/her you’re□□

not going to help. (T or F)

With the proper skills, you can satisfy most customers most of the time,□□

even if they’re irate at first. (T or F)

Total Correct Answers:□□

Telephone Doctor®

Check-Up Report

 -  ÷  × 100 = 

After Before Before % Improvement

How Did You Do?

Key Point #1: It’s Nothing Personal

Review Questions:.Have you ever taken a call and been greeted by a blast of angry words? How did you respond? What happened?

Most irate customers will begin to unload their anger before you get a chance to say anything more than your greeting. Why would a customer, to whom you’ve barely had a chance to say anything to, be angry with you?

3.If the customer is actually angry with the company, why are you getting blasted?
4.When confronted by an angry customer, what are some things you should definitely not do?
TELEPHONE DOCTOR®
PRESCRIPTION:
1.Don’t hang up. It’s never okay to hang up on a customer.
2.Don’t be rude.
3. Remember - it’s not personal. /
Key Point #2: Use The ASAP Technique
Review Questions:
1.You know what not to do when dealing with an irate customer, and that’s important. But what about something more positive? What can you do? What specific steps should you take with these customers?
2.What are the steps to be followed in using the ASAP technique to help an irate customer? /

3.In many cases, the cause of a customer’s anger isn’t clear at first. Why is “Apologize” first on the list?

______

4.Why “Sympathize,” especially when you’ve just finished apologizing? Aren’t they almost the same?

______

5.More often than not, you are not the one who caused the customer’s problem. So, why “Accept Responsibility?”

______

6. Why include “Prepare to Help” on this list? Isn’t that true for any call?

______

TELEPHONE DOCTOR® PRESCRIPTION:

1.Apologize.3. Accept responsibility.

2.Sympathize.4. Prepare to help.

Key Point #3: You Can Satisfy Most People Most Of The Time

Review Questions:

1. How will the steps in the ASAP technique enable you to deal effectively with every irate call you receive? ______
______
______
______
______

2. What should you do if you’ve followed the ASAP steps and the customer is still not satisfied?
______
______
______
______

______
______

3. On those rare occasions when you’ve done your best and the customer still is not satisfied, then what? What is your company’s procedure for referring these calls to your supervisor or other manager? ______
______
______
______

______
______

TELEPHONE DOCTOR® PRESCRIPTION:

1. Remember: You can satisfy most people most of the time.

2. Know your company’s procedure for referring irate customers when necessary.

Key Point #4: Use Our Swear Stopper

Review Questions:

1.Have you ever had to deal with a customer who used profane or abusive language in voicing a complaint? How did you respond?

______
______

______

2.What are some of the reasons why a customer might take this unfortunate approach?

______

3.You already know that it’s never okay to be rude or to hang up on a customer. Does that mean you’re at the mercy of an abusive customer?

______
______

______

4.Without answering rudeness with rudeness or hanging up on the customer, what can you do to stop a customer who is being abusive or offensive?

______
______

______

5.Once you’ve taken control of the conversation and stopped the offensive language, then what?

______

TELEPHONE DOCTOR® PRESCRIPTION:

1.Interject immediately. Say, “Excuse me . . .”

2.Assure the customer you can help. Say, “ . . . I can handle your problem, that’s not an issue . . .”

3.Address the offensive language directly. Say, “ . . . I’m not able to handle your abusive language.”

4.Keep control of the call. Begin asking follow-up questions immediately.

Bonus Tip: No Excuses
Review Questions:
1.When you’re dealing with a customer who is upset about an error your company made, do you try to “explain away” the mistake? Why do you think people tend to do that?
2.If it just seems natural to offer an excuse, why is it not a good idea? What problems can it cause?
3.If excuses aren’t allowed, what should you do?
TELEPHONE DOCTOR®
PRESCRIPTION:
1.Don’t offer excuses.
2. Offer help. /

A Quiz on How To Handle The Irate Customer

Note: Now that you have completed the activity pages in this workbook, take a few minutes and use this quiz as a review of what you have learned. You’ll find the answers to these questions on page 16.

1. In order to handle irate calls effectively, it’s important to remember that you:

a. are the target of the customer’s anger;

b. are merely the channel for the customer’s anger; or

c. must put up with whatever the customer says.

2.In handling an irate call, you may have to spend as much as 80% of your time soothing the customer’s feelings. (T or F)

3.Which of the following are the first steps to be taken in giving the best possible service to an irate customer?

a.Place the customer on hold and notify your supervisor.

b.Ask specific questions about the problem.

c.Apologize for the problem.

4.Once you’ve taken that first step, what should you do next?

a.Sympathize with the customer’s feelings;

b.Listen to the customer’s account of the problem; or

c.Tell the customer who caused the problem.

5.In reality, you accept responsibility for the customer’s problem the moment you:

a.answer the phone on behalf of the company;

b.apologize to the customer; or

c.offer to help.

6.Offering a sincere apology to the irate customer and sympathizing with his/her feelings is

enough to satisfy most people, even if you don’t actually help them. (T or F)

7.Using correct techniques will allow you to satisfy:

a.the occasional irate customer;

b.about half the irate customers you talk with; or

c.most people most of the time.

8.Realistically, we have to expect that a certain percentage of irate customers are going to

swear, and there’s nothing we can do about it. (T or F)

9.Offering irate customers an excuse for their problem is the same as telling them:

a.“We wouldn’t do this to you without a good reason”;

b.“You’re not the only one with problems”; or

c.“I’m not going to help you.”

10. It’s okay to hang up on a customer who swears or becomes abusive. (T or F)

A Closing Word

On the next page, you’ll find a summary of the key points made in this course. They’re crucial because they can make a real difference to you and to your future. We urge you to do three things with them:

1. Memorize them;

2. Keep them in mind every time you use the telephone;

3. Practice them.

The last of the three is by far the most important. Knowing how to use the telephone effectively isn’t good enough. You need to put what you know to use. You need to make it work for you. If you do, you’ll get what we promised at the start of this course - more satisfaction from your job . . . and a brighter future for your company and for yourself.

●You’ve got the skills.

●You’ve got the knowledge.

●You’ve got the purpose.

●THE REST IS UP TO YOU.

Good Luck!

And Remember . . .

IT’S FUN TO BE GOOD!

Note: Don’t forget to complete the second part of the Before-And-After Skills Inventory on pages 4 and 5. Then score both your “Before” and “After” responses, using the Check-Up report on page 5. When you’ve finished, you’ll have a good indication of how much you’ve learned in this course.

Key Points: How To Handle The Irate Customer

1. It’s Not Personal

● Don’t hang up. It’s never okay to hang up on a customer.

● Don’t be rude.

● Remember - it’s not personal.

2. The ASAP Technique

●Apologize

●Sympathize

●Accept Responsibility

●Prepare to Help

3. You Can Satisfy Most People Most Of The Time

● Remember: You can satisfy most people most of the time.

● Know your company’s procedure for referring irate customers when necessary.

4. Use Our Swear Stopper

● Interject immediately. Say, “Excuse me . . .”

● Assure the customer you can help. Say, “. . . I can handle your problem, that’s not an

issue . . .”

●Address the offensive language directly. Say, “. . . I’m not able to handle your abusive language.”

● Keep control of the call. Begin asking follow-up questions immediately.

5. Bonus Tip - No Excuses

● Don’t offer excuses.

● Offer help.

Before-and-After Skills Inventory Answers

Note: If you haven’t completed both the “Before” and “After” portions of the Before-and-After Skills Inventory, do not score your responses yet. Refer to page 5 for instructions.

1.F

2.F

3.b

4.c

5.F

6.T

7.b

8.a

9.T

10.c

11.c

12.F

13.a

14.T

15.T

Fill out the Check-Up Report

on page 5 and see how you did!

Answers to Quiz Questions

1.b

2.T

3.c

4.a

5.a

6.F

7.c

8.F

9.c

10.F

Answer Keys

Participant’s Notes:

Licensed for internal use only