Managing Through Difficult Interactions

Managing Through Difficult Interactions

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Managing Through Difficult Interactions

AGENDA

• Defining our purpose
• Call flow and acknowledging what makes a conversation difficult
• Legitimate Interactions
• The B.R.E.A.T.H.E. approach
• Illegitimate Interactions
• Knowledge Check

Defining Our Purpose

Managing Through Difficult Interactions

Defining Our Purpose

Signet’s mission statement is a great place to begin any topic of conversation. Here in the C3, we have opportunities with every single customer contact to bring the words of our mission statement to life. We can live our mission statement out loud, by committing to it and never allowing ourselves to compromise on our promises.

Managing Through Difficult Interactions

Defining Our Purpose

It’s understandable that difficult interactions might be when it is most challenging to live our mission statement out loud, but it is also when it is most important to do so. If we start looking at our difficult interactions as opportunity interactions, we see the potential of a long-lasting future with our customer, even though we have lost their trust in that moment.

Managing Through Difficult Interactions

Signet’s Mission Statement

1.

Click on each of the mission statement components to reveal how we can demonstrate them.

2.

3.

Managing Through Difficult Interactions

Signet’s Mission Statement

1.

Click on each of the mission statement components to reveal how we can demonstrate them.

Own it

• Personally accountable
• Learn from our mistakes
• Strive for improvement

2.

3.

Managing Through Difficult Interactions

Signet’s Mission Statement

1.

Click on each of the mission statement components to reveal how we can demonstrate them.

Customers!

• Exceed expectations
• Customer trust
• Providing the best of what we offer

2.

3.

Managing Through Difficult Interactions

Signet’s Mission Statement

1.

Click on each of the mission statement components to reveal how we can demonstrate them.

Straight Talk

• Listen
• Tell it like it is, even if it's difficult
• Honesty and respect

2.

3.

Call flow and what makes a conversation difficult

Managing Through Difficult Interactions

Interaction Flow

Let's take a moment to remind ourselves of the important components of our customer interactions. Click through the steps below.

Managing Through Difficult Interactions

Interaction Flow

Let's take a moment to remind ourselves of the important components of our customer interactions. Click through the steps below.

Greeting

Set the tone! Make a great impression and begin with control of the interaction.

Managing Through Difficult Interactions

Interaction Flow

Let's take a moment to remind ourselves of the important components of our customer interactions. Click through the steps below.

Empathize

Greeting

Set the tone! Make a great impression and begin with control of the interaction.

Take ownership and empathize or apologize for guest’s concerns. Listen without interrupting.

Managing Through Difficult Interactions

Interaction Flow

Let's take a moment to remind ourselves of the important components of our customer interactions. Click through the steps below.

Ask Probing Questions

Empathize

Greeting

Obtain all relevant details so you know how to best respond. Clarify the customer’s concerns.

Set the tone! Make a great impression and begin with control of the interaction.

Take ownership and empathize or apologize for guest’s concerns. Listen without interrupting.

Managing Through Difficult Interactions

Interaction Flow

Let's take a moment to remind ourselves of the important components of our customer interactions. Click through the steps below.

Offer Resolution

Ask Probing Questions

Empathize

Greeting

Obtain all relevant details so you know how to best respond. Clarify the customer’s concerns.

Set the tone! Make a great impression and begin with control of the interaction.

Make it Right! Use best practices to help resolve the customer’s concerns. Avoid placing blame.

Take ownership and empathize or apologize for guest’s concerns. Listen without interrupting.

Managing Through Difficult Interactions

Interaction Flow

Let's take a moment to remind ourselves of the important components of our customer interactions. Click through the steps below.

Offer Resolution

Ask Probing Questions

Empathize

Greeting

Document

Obtain all relevant details so you know how to best respond. Clarify the customer’s concerns.

Set the tone! Make a great impression and begin with control of the interaction.

Make it Right! Use best practices to help resolve the customer’s concerns. Avoid placing blame.

Take ownership and empathize or apologize for guest’s concerns. Listen without interrupting.

Complete documentation appropriately. Follow up when needed.

Managing Through Difficult Interactions

What makes an interaction difficult?

In any interaction we have with our customers, there are two participants, and the interaction is made up of what each person contributes to it. The difference between what we contribute to the interaction and what our customer contributes to the interaction is control. While we do not have any control over how a customer behaves in an interaction, we have complete control over how we respond. How we respond will ultimately impact if we are successful in addressing the customer's concern, and winning them back to Signet. Let's take a moment to consider and acknowledge what behaviors a customer may bring to an interaction that make it difficult.

Managing Through Difficult Interactions

What makes an interaction difficult?

Managing Through Difficult Interactions

Recognizing the Difference

It is important that we take a moment to acknowledge that some interactions are made difficult because of behavioral choices made by the customer, and not because of any wrongdoing on our part. Before we determine how we will respond to the customer, we will need to decide if we are dealing with a legitimate or illegitimate concern.

Managing Through Difficult Interactions

Recognizing the Difference

We can use the following questions to assist in determining how we’ll respond. Is the difficult conversation occurring because of a circumstance we caused?

• The customer is raising their voice in frustration due to the service they received in our store.
• The customer is interrupting us, making it difficult for us to speak while they are explaining they were just informed we lost their heirloom ring while out for repair.

Is the customer causing the difficult conversation unnecessarily?

• The customer is trying to engage us in inappropriate discussions that are not professional in nature.
• The customer is sending inappropriate images not related to their jewelry items.

Legitimate Concerns

Managing Through Difficult Interactions

Remember earlier in this module when we spent time acknowledging all the components of an interaction that can make it difficult? It is important to acknowledge that these are behaviors we will sometimes see. However, our purpose in these difficult interactions is to try to see the conversation through to a successful resolution that wins the customer back to Signet. At no point are we permitted to end an interaction with a customer just because it is difficult.

Managing Through Difficult Interactions

As we have mentioned, we are not able to control how the customer chooses to communicate with us during our interactions. However, we do have control over what we bring to the interactions. Click through the cards below to see what is within our control and some statements that help us to demonstrate these behaviors.

Our Outlook

"I will see this through to a resolution."

Managing Through Difficult Interactions

As we have mentioned, we are not able to control how the customer chooses to communicate with us during our interactions. However, we do have control over what we bring to the interactions. Click through the cards below to see what is within our control and some statements that help us to demonstrate these behaviors.

Our Attitude

"I will not compromise my tone or approach."

Managing Through Difficult Interactions

As we have mentioned, we are not able to control how the customer chooses to communicate with us during our interactions. However, we do have control over what we bring to the interactions. Click through the cards below to see what is within our control and some statements that help us to demonstrate these behaviors.

Our Ownership

"I will treat this issue as if I personally caused it."

Managing Through Difficult Interactions

As we have mentioned, we are not able to control how the customer chooses to communicate with us during our interactions. However, we do have control over what we bring to the interactions. Click through the cards below to see what is within our control and some statements that help us to demonstrate these behaviors.

Our Listening

"I will listen to truly understand the customer's concern."

Managing Through Difficult Interactions

As we have mentioned, we are not able to control how the customer chooses to communicate with us during our interactions. However, we do have control over what we bring to the interactions. Click through the cards below to see what is within our control and some statements that help us to demonstrate these behaviors.

Our Honesty

"I will be transparent with what I know, and admit what I do not know."

The B.R.E.A.T.H.E. Approach

Managing Through Difficult Interactions

For our next section we will review the B.R.E.A.T.H.E. acronym. B.R.E.A.T.H.E. will represent behaviors we can exhibit during a difficult interaction that we help us to support Signet's mission statement and ultimate goal of winning the customer back to Signet. Click through the following cards to review the B.R.E.A.T.H.E. behaviors.

HE

Managing Through Difficult Interactions

For our next section we will review the B.R.E.A.T.H.E. acronym. B.R.E.A.T.H.E. will represent behaviors we can exhibit during a difficult interaction that we help us to support Signet's mission statement and ultimate goal of winning the customer back to Signet. Click through the following cards to review the B.R.E.A.T.H.E. behaviors.

HE

B :Be Present

• Sit in the uncomfortable - allow them to vent
• Listen to understand
• Identify what is most important

Managing Through Difficult Interactions

For our next section we will review the B.R.E.A.T.H.E. acronym. B.R.E.A.T.H.E. will represent behaviors we can exhibit during a difficult interaction that we help us to support Signet's mission statement and ultimate goal of winning the customer back to Signet. Click through the following cards to review the B.R.E.A.T.H.E. behaviors.

HE

R :Respect

• Treat the issue as if it is your own
• Reassure the customer

B :Be Present

• Sit in the uncomfortable - allow them to vent
• Listen to understand
• Identify what is most important

Managing Through Difficult Interactions

For our next section we will review the B.R.E.A.T.H.E. acronym. B.R.E.A.T.H.E. will represent behaviors we can exhibit during a difficult interaction that we help us to support Signet's mission statement and ultimate goal of winning the customer back to Signet. Click through the following cards to review the B.R.E.A.T.H.E. behaviors.

HE

R :Respect

• Treat the issue as if it is your own
• Reassure the customer

B :Be Present

• Sit in the uncomfortable - allow them to vent
• Listen to understand
• Identify what is most important

E :Even Tone

• It's not about us
• Don't act on emotion
• Focus on the facts

Managing Through Difficult Interactions

For our next section we will review the B.R.E.A.T.H.E acronym. B.R.E.A.T.H.E. will represent behaviors we can exhibit during a difficult interaction that we help us to support Signet's mission statement and ultimate goal of winning the customer back to Signet. Click through the following cards to review the B.R.E.A.T.H.E. behaviors.

HE

R :Respect

• Treat the issue as if it is your own
• Reassure the customer

B :Be Present

• Sit in the uncomfortable - allow them to vent
• Listen to understand
• Identify what is most important

E :Even Tone

• It's not about us
• Don't act on emotion
• Focus on the facts

A :Apologize when Appropriate

• Don't rush it
• Make it count
• Personalize

Managing Through Difficult Interactions

For our next section we will review the B.R.E.A.T.H.E. acronym. B.R.E.A.T.H.E. will represent behaviors we can exhibit during a difficult interaction that we help us to support Signet's mission statement and ultimate goal of winning the customer back to Signet. Click through the following cards to review the B.R.E.A.T.H.E. behaviors.

HE

T :Transparency

• Honesty
• Speak the truth no matter what
• Keep your promises

R :Respect

• Treat the issue as if it is your own
• Reassure the customer

B :Be Present

• Sit in the uncomfortable - allow them to vent
• Listen to understand
• Identify what is most important

E :Even Tone

• It's not about us
• Don't act on emotion
• Focus on the facts

A :Apologize when Appropriate

• Don't rush it
• Make it count
• Personalize

Managing Through Difficult Interactions

For our next section we will review the B.R.E.A.T.H.E. acronym. B.R.E.A.T.H.E. will represent behaviors we can exhibit during a difficult interaction that we help us to support Signet's mission statement and ultimate goal of winning the customer back to Signet. Click through the following cards to review the B.R.E.A.T.H.E. behaviors.

HE :HEre comes the opportunity!

T :Transparency

• Honesty
• Speak the truth no matter what
• Keep your promises

R :Respect

• Treat the issue as if it is your own
• Reassure the customer

B :Be Present

• Sit in the uncomfortable - allow them to vent
• Listen to understand
• Identify what is most important

E :Even Tone

• It's not about us
• Don't act on emotion
• Focus on the facts

A :Apologize when Appropriate

• Don't rush it
• Make it count
• Personalize

• Winning the customer back
• Take action
• Manage expectations

Managing Through Difficult Interactions

When B.R.E.A.T.H.E. Doesn't Work

It's important to acknowledge that there may be interactions where we have done our best to B.R.E.A.T.H.E. through the interaction, and we simply cannot work towards a resolution with the customer. Because we know this will sometimes be the case, it's important that we take time to review how we should respond in these instances. These interactions have been classified into three different types, based on the behaviors we may see. Let's being by taking a look at 'Level 1' interaction types.

Managing Through Difficult Interactions

Level 1: Using Vulgar Language

'Level 1' call types are classified as the customer using vulgar language. We will define this as profanity, derogatory statements or name calling that is directed at a Signet team member.

• Reassure the customer that you understand their frustration and are working on a way to resolve it for them.
• Avoid arguing with them and ask the person to stop using vulgar language.
• Explain that your purpose is not to upset them, and offer to call back/schedule a time to talk when they can conduct themselves in a professional manner.
• If the vulgar language continues, tell the customer that you are going to end the interaction and disconnect.

Managing Through Difficult Interactions

Level 2: Upset and/or Angry Customers

'Level 2' call types are classified as the customer being angry or upset. We will define this as the customer raising their voice, not letting the Signet team member speak, or communicating in a way that is combative and prohibits us from resolving their concern.

• Reassure the customer that you understand their problem and are working on a way to resolve it for them.
• Avoid arguing with them and ask the person to stop ex: raising their voice, not letting you speak. Explain that you are here to help them but cannot do that if they continue to yell and talk over you.

• Suggest they call back when they can have a productive conversation. If the behavior continues, tell the customer that you are going to end the interaction and disconnect.
• For negative comments about the Company/Marketing, don't take it personally and don't try to respond or defend the Company. We respect their point of view and will share that feedback with the appropriate people.

Managing Through Difficult Interactions

Level 3: Threatening Harm

'Level 3' call types are classified as the customer threatening harm. We will define as threats the customer may make against themselves, or any Signet team member.

• If they are threatening harm against themselves: Refer them to the National Suicide Prevention Lifeline at 1-800-273-8255.
• If they are threatening harm against someone else or a place: Immediately report the incident to your Supervisor or other available member of leadership.
• End the interaction once you have completed the appropriate action.

Illegitimate Concerns

Managing Through Difficult Interactions

For Illegitimate Concerns, we will acknowledge the difficult interactions that are caused by the way the customer is behaving that is not a result of any wrongdoing on Signet's part. These conversations can still be difficult in their own right, and they take us away from customers with legitimate concerns who need our assistance.

Managing Through Difficult Interactions

Remember back to the question that we will utilize to determine if a difficult interaction is related to a legitimate concern. "Is the customer causing the difficult conversation unnecessarily?' When the answer to this question is yes, we will follow a few simple steps to attempt to assist the customer and end the interaction naturally. First let's look at some examples of difficult interactions that are not legitimate.

The customer is trying to engage us in inappropriate discussion that are not professional in nature.

Managing Through Difficult Interactions

Remember back to the question that we will utilize to determine if a difficult interaction is related to a legitimate concern. "Is the customer causing the difficult conversation unnecessarily?' When the answer to this question is yes, we will follow a few simple steps to attempt to assist the customer and end the interaction naturally. First let's look at some examples of difficult interactions that are not legitimate.

The customer is sending inappropriate images via chat or email.

Managing Through Difficult Interactions

Remember back to the question that we will utilize to determine if a difficult interaction is related to a legitimate concern. "Is the customer causing the difficult conversation unnecessarily?' When the answer to this question is yes, we will follow a few simple steps to attempt to assist the customer and end the interaction naturally. First let's look at some examples of difficult interactions that are not legitimate.

Prank type interactions, where the discussion is not related to jewelry, our stores, or services we offer.

Managing Through Difficult Interactions

In these instances where the difficult interaction is not legitimate, we will rely on a process that allows us to be sure we are dealing with a prank, malicious, or nuisance interaction, and then how to respond.

Maintain control of the callAsk open ended, fact finding questions that keep the conversation professional in nature and moving towards a conclusion.

Listen to understandIs there a natural progression of the conversation, or is the customer repeating the same statements over and over again?

Act For phone call interactions - If you determine that the interaction is a prank, malicious, or nuisance in nature, advise the customer that due to the nature of the interaction, you will be ending the call, and then end the call. For LP Chat interactions that are a prank, malicious, or nuisance in nature, please follow the normal process of review currently in place for your respective teams.

Knowledge Check

Thank you!

You may now exit this module.