Dealing with Difficult & Complaining Customer/Patients

By Amir Saleem

Handling Objections:

Objections happen for one of the following reasons:

Misunderstanding Concerns Smoke Screen

The Reasons:MISUNDERSTANDING

The customer doesn’t understand the facts or didn’t hear a benefit already mentioned.

CONCERNSThe customer doesn’t see the benefits of your proposal or believes something is needed that your recommendation doesn’t offer.

SMOKE SCREENThe customer may be using the objection as a bargaining ploy or may have decided not to buy, but does not want to tell you.

Types of Difficult PeopleDEMANDING CUSTOMERS:• Need to be direct & to the point.• Must avoid unnecessary conversation.• Must portray confidence in the tone of voice.• Must portray professionalism

TALKATIVE CUSTOMERS:• Must ask only closed ended question .e.g. • Questions which will be answered by “Yes” or “No” ?, etc.• Officer Must control the conversation and not the customers. • Must give minimal response.

ANGRY CUSTOMERS• Must be calm and objective.• Must accept real & genuine errors.• Must not argue or suggest that customer is at fault.• Must not raise the tone of voice.• Don’t take it personally.• Deal with the emotions first & the problem later.

Managing the Difficult Situations

The Platinum rule:Treat the customer the way They would like to be treated, Not how You would like to be treated.

Golden Rule: treat the customer the way You would like to be treated

Golden Rule vs. Platinum Rule

What is mirroring?Speaking the customer’s “Language” by matching the communication style, tone-of-voice, word choice and rate-of-speech, build trust & rapport and shows you’re interested in satisfying their wants & needs instead of your own.

Dealing with Complaining People

1. Determining the customer’s communication style.• People Oriented Interested in expressing feeling. Likes People & Strives to have that feeling returned.• Detailed Oriented

Interested in facts, data, specifics. Wants to know all the fine points.• Results Oriented

Interested in the product/service/need, not the process. Stresses getting to the point & the end result.

2. Listening for the customer’s tone-of-voice & mood.• Listen “Between the lines”. Is the customer’s Tone-of Voice telling you

something their words or not?

Essentials of Mirroring

3. Listening for the customer’s choice-of-words & Phrases.

Echo the customer’s choice-of-words & phrases to help the customer feel that you are really listening caution: Do not mimic as this may offend the customer.

4. Determining the customer’s rate-of-speech. Is it faster or slower than yours?

Essentials of Mirroring

When someone does complain, the first contact is crucial in setting the right tone and helping to ensure that a positive outcome is reached for everyone. Key things to take into consideration include:

• Be pleasant, courteous and keep calm.• Maintain confidentiality. Don’t discuss matters in front of others.• Be prepared to listen to their complaint in detail.• Get all details so you are clear about the complaint. Try to agree a

summary of the key points the complainant wishes you to

address.• Ask what they would like to happen as a result of the complaint

and be honest right from the outset (explaining why) if their

expectations are not feasible or realistic.• Always resolve the matter immediately if you can and check that

the complainant is happy with that.

First contact is always crucial

The Six Stages to Handle Complaints

1. Listen, Sympathize, Don’t Justify2. Ask Questions3. First deal with the FEELINGS, then with

the PROBLEM4. Do something EXTRA5. Agree a course of Action 6. Check the Course of Action

1. Listen

As simple as it sounds, it is your first step in dealing with the complaint effectively. Customers often just want to vent their frustration, while listening, it is very importance to control your emotions. Concentrate only on listening.

2. Repeat

Summarize what the customer said so they know you were listening.

3. Apologize

You will find that how powerful this one word is. After saying “ I apologize, “ it’s amazing how quickly a conversation often defuses. This one word is what the customer is listening for.

Six step process to be very effective

4. Acknowledge

This is where you demonstrate to the customer that you understand the existence, truth and facts of their complaint. In this step you are sending the message to the customer that you are in receipt of their information.

5. Explain

Tell the customer what you are going to do and when you are going to get back to them. Make sure you give yourself adequate time to investigate any complaint, and it is of paramount importance you call the patient back on the day you told them you would. There also will be times when the customer does not want a return phone call; they just want you to look into the matter.

6. Thank the customer

Always thank the customer for taking the time out of their busy day to talk with you and bringing this matter to you attention.

Six step process to be very effective

These four tips will help you handle complaints with confidence.

1- Attitude is everything

The attitude you have going into an issue has a large effect on the way that you will react. It’s really important to keep an open mind, stay calm and under no circumstances go on the defensive.Remember:• Complaints and problems are opportunities to build trust.• Customers are human first.• How would you feel if you were experiencing the problem?

2- It’s not just about what you say…

Body language is a powerful form of communication that extends to demeanor, facial expressions, and even posture. Here are few ways you can communicate effectively without words.• Make eye contact with the customer• Nod occasionally to show that you are listening and understand the problem.• Stand or sit up straight - you don’t want to appear disinterested, bored or tired.

Top tips for Handling Customer Complaints

3- The customer’s problem is your problem

When a customer has a problem, listen with a perspective that is positive and empathetic. Customers want to now that they are being heard and taken seriously. Give the customer a chance to explain their problem and make sure you understand what has gone wrong and why. Ask further questions (where appropriate) to ensure that you have a full understanding of the situation.

4- If possible, fix the problem immediately

Once you have acknowledged the issue and apologized for the inconvenience, if at all possible, find a solution immediately. If it is not possible to resolve the issue right away, then explain the steps that you will be going through to resolve the issue. Not all the issues can be fixed straight away, but ensure you keep the customer in the loop at each stage so they know what you are doing to come to a resolution.

Top tips for Handling Customer Complaints

Sometimes the most costly mistakes can happen in the first few seconds upon meeting a customer or prospective customer. Here are five forbidden phrases that you do NOT want to use when talking to a customer.

Forbidden Phrase # 1 – “I don’t know.”

Instead say: “that’s a good question. Let me check and find out.”

Forbidden Phrase # 2 – “We can’t do that.”

Instead say: “Sir/madam that’s a tough one. Let’s see what we can do.”Then find an alternative for the customer.

Forbidden Phrase # 3 – “you’ll have to……”

Instead say, “you’ ll need to ……”

FIVE FORBIDDEN PHARASES – When talking to a customer

Forbidden Phrase # 4 – “Hang on a second. I’ ll be right back..”

Instead say: “it may take me a minute or two minutes to find out for you, will you please stay with me on-line while I check?”

Forbidden Phrase # 5 – “No” at the beginning of a sentence.

Instead say: “We are unable to do but let see for other options”

FIVE FORBIDDEN PHARASES – When talking to a customer

Handling difficult customers is like removing obstacles that block the customer path to be a committed “long-term” loyal customer.

Acquire knowledge. It enableth its possessor to distinguish right from wrong; it

lighteth the way to Heaven; it is our friend in the desert, our society in solitude, our

companion when friendless, it guideth us to happiness; it sustaineth us in misery; it is

an ornament amongst friends; and an armour against enemies.

Prophet Muhammad (SAW).

Saying of Prophet Muhammad (SAW)

Thank You