Bostik UK - CS - Dealing with Difficult Customers

ESCAPE

IMPOSTOR!

START

ESCAPE

IMPOSTOR!

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!

CLOSE THE DOOR

With your nerves you have forgotten the password to close the main hatch of the ship. Answer the security questions correctly to close it!

GO!

CLOSE THE DOOR

Answer correctly

What should you do if a customer is venting their frustration to you?

Match their anger with your own.

Listen until they finish before providing a solution.

Interrupt them to give a solution.

CLOSE THE DOOR

Answer correctly

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.

NEXT

CLOSE THE DOOR

Answer correctly

What is an easy way of grabbing a difficult customer's attention?

Using their name.

Raising your voice.

CLOSE THE door

Answer correctly

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?

False.

True.

All right! Gate closed!

next

CHECK ALL ROOMS

Find the impostors in each room

Room 3

Room 1

Room 4

Room 2

IDENTIFY THE IMPOSTOR!

Point out to the crew member who is telling the truth

Why shouldn't you say sorry to a dissatisfied customer?

Saying sorry doesn't involve the customer or allow them to forgive you.

The customer is the one who should be sorry.

You are not really sorry.

LOOK FOR THE ALIEN!

Drag the light for the alien then click on the alien.

CHECK ALL ROOMS

Find the impostors in each room

Room 3

Room 4

Room 2

IDENTIFY THE IMPOSTOR!

Point out to the crew member who is telling the truth

What is a better phrase to use than 'I'm sorry'?

I understand, and hope you can forgive us.

It will never happen again.

LOOK FOR THE ALIEN!

Drag the light for the alien then click on the alien.

CHECK ALL ROOMS

Find the impostors in each room

Room 3

Room 4

IDENTIFY THE IMPOSTOR!

Point out to the crew member who is NOT telling the truth

Foul language should not be tolerated. What can you do if a customer is being verbally abusive?

Let them know you will not continue the conversation if they continue to swear.

Walk away without saying anything.

Feedback

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.

NEXT

IDENTIFY THE IMPOSTOR!

Point out to the crew member who is NOT telling the truth

What should you do after speaking with an angry or unhappy customer?

Take a short break, or chat with a colleague to distance yourself from the situation.

Dwell on it for a long time and hope it doesn't happen again.

LOOK FOR THE ALIEN!

Drag the light for the alien then click on the alien.

CHECK ALL ROOMS

Find the impostors in each room

Room 4

IDENTIFY THE IMPOSTOR!

... there is only one person left

EXPEL THE ALIEN

Choose THE TRUTH

When dealing with a difficult customer, it's important to remember that:

It's never about you. It's always about resolving the situation.

It's never about who's right, it's always about proving them wrong.

EXPEL THE ALIEN

Choose THE TRUTH

VERY WELL!

CONGRATULATIONS!

All rooms are clean

OH NO!

The alien is in your body

Now you are the impostor ...

TRY AGAIN

THERE ARE NO ALIENS HERE!

Tells the truth

TRY AGAIN

Are you sure you want to go back to the beginning?

You will lose all your progress

YES!

NO!

SEE YOU ON EARTH!

"We return home with the certainty that none of us is an imposter ... or so we think. End of transmission."

OH NO!

The alien is in your body

Now you are the impostor ...

try again