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Bostik UK - CS - Dealing with Difficult Customers
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Created on July 8, 2024
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Transcript
ESCAPE
IMPOSTOR!
START
ALERT! ALERT!
An alien has entered our ship and is trying to replace the crew. We need to know what body he is in and expel him before he takes control of everyone. We cannot return to Earth until we are sure that he is not one of us!
IMPOSTOR!
ESCAPE
With your nerves you have forgotten the password to close the main hatch of the ship. Answer the security questions correctly to close it!
CLOSE THE DOOR
GO!
Interrupt them to give a solution.
Match their anger with your own.
Listen until they finish before providing a solution.
What should you do if a customer is venting their frustration to you?
Answer correctly
CLOSE THE DOOR
NEXT
When you let an angry customer vent their feelings, here’s the essential part: give them your full attention. For one, you’ll deplete their energy like some sort of jiu-jitsu master. Ideally they need to vent all their anger in one burst, after which you can focus on the solution.
Answer correctly
CLOSE THE DOOR
What is an easy way of grabbing a difficult customer's attention?
Raising your voice.
Using their name.
Answer correctly
CLOSE THE DOOR
True.
False.
If a customer is complaining to you, you should only engage with them if your company is genuinely at fault. Is this true or false?
Answer correctly
CLOSE THE door
All right! Gate closed!
next
Room 4
Room 3
Room 2
Room 1
Find the impostors in each room
CHECK ALL ROOMS
Point out to the crew member who is telling the truth
You are not really sorry.
Saying sorry doesn't involve the customer or allow them to forgive you.
The customer is the one who should be sorry.
IDENTIFY THE IMPOSTOR!
Why shouldn't you say sorry to a dissatisfied customer?
Drag the light for the alien then click on the alien.
LOOK FOR THE ALIEN!
Room 4
Room 3
Room 2
Find the impostors in each room
CHECK ALL ROOMS
Point out to the crew member who is telling the truth
It will never happen again.
I understand, and hope you can forgive us.
IDENTIFY THE IMPOSTOR!
What is a better phrase to use than 'I'm sorry'?
Drag the light for the alien then click on the alien.
LOOK FOR THE ALIEN!
Room 4
Room 3
Find the impostors in each room
CHECK ALL ROOMS
Point out to the crew member who is NOT telling the truth
Walk away without saying anything.
Let them know you will not continue the conversation if they continue to swear.
IDENTIFY THE IMPOSTOR!
Foul language should not be tolerated. What can you do if a customer is being verbally abusive?
NEXT
No one should have to put up with foul language or abuse from a customer. If you find yourself in this situation, you’re totally within your rights to interrupt. The last part is important. You need them to confirm that they understand. If the caller’s behaviour does not change, you should be very clear about what will happen if they continue.
Feedback
Point out to the crew member who is NOT telling the truth
Dwell on it for a long time and hope it doesn't happen again.
Take a short break, or chat with a colleague to distance yourself from the situation.
IDENTIFY THE IMPOSTOR!
What should you do after speaking with an angry or unhappy customer?
Drag the light for the alien then click on the alien.
LOOK FOR THE ALIEN!
Room 4
Find the impostors in each room
CHECK ALL ROOMS
... there is only one person left
IDENTIFY THE IMPOSTOR!
It's never about who's right, it's always about proving them wrong.
It's never about you. It's always about resolving the situation.
When dealing with a difficult customer, it's important to remember that:
Choose THE TRUTH
EXPEL THE ALIEN
VERY WELL!
Choose THE TRUTH
EXPEL THE ALIEN
All rooms are clean
CONGRATULATIONS!
Now you are the impostor ...
The alien is in your body
TRY AGAIN
OH NO!
TRY AGAIN
Tells the truth
THERE ARE NO ALIENS HERE!
You will lose all your progress
Are you sure you want to go back to the beginning?
NO!
YES!
"We return home with the certainty that none of us is an imposter ... or so we think. End of transmission."
SEE YOU ON EARTH!
try again
Now you are the impostor ...
The alien is in your body
OH NO!