101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 88
Calming Obnoxious Customers
The key to effectively handling obnoxious customers is for service providers to avoid becoming caught up in their customers’ emotions. When service providers stay professional, they put themselves in a position to help, creating a partnership between the customer and the organization.PURPOSE:
✓ To master the four steps for dealing with obnoxious customers
✓ To apply the four techniques to real situations
✓ To remember the importance of remaining professional at all times
TIME: 15 minutesDIRECTIONS:
1. Review with participants the four techniques listed in Part A of Activity 88. Ask where they may have questions or concerns about the techniques. Discuss as appropriate.
2. Distribute copies of Part B to the group and ask them to answer the questions.
3. In discussion, ask participants to provide examples for each strategy, based on their answers to the questions.
4. Together as a group, build a plan for the Transfer Transformation strategy that will work in the department. Chart ideas for everyone to see and review. The following questions may be helpful:

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