HDIAU Breakout 202 - Defusing the irate customer

• 1. DEFUSING THE IRATE USER STRATEGY FOR DIFFICULT CUSTOMER INTERACTIONS David Disney August 22, 2013

2. Motivation to prepare for the emotional customer, motivation that is not an event requiring reaction, performance, and adjustment without forethought 3. IS IMAGE EVERYTHING? Early 1990s Impression Management Frontline agent image Foundation of Sincerity What I know Habits without forethought 4. TOSS YOUR CAP OVER THE WALL Dare change, dare greatness, maybe it is bigger than you, be open to change 5. Training..hmmm..Emotional Intelligence Ahhh, this is a good day, I look forward to assisting my customers 6. EMOTIONAL MANAGEMENT Challenges Feel or react before we think? Emotions influence decision via body language, voice tone Would it help, learn how to manage Our Emotions through controlled responses (Change pattern toward others) Customer emotions: Frustrated, angry, feeling hopeless (Change their response) To apply emotional management toward others Learn to feel/sense/see what they feel/sense/see Listen to wants, needs, and emotions Create a relationship with an emotional connection 7. DIRECTOR, CUSTOMER SERVICES AND HELPDESK OPERATIONS INFORMATION TECHNOLOGY SERVICES (ITS) UNIVERSITY SYSTEM OF GEORGIA ITS Customer Services (12+ years) Help Desk Institute (HDI) Certified Instructor (9+ years) Service through a family owned business Best practice/standards strategist and practitioner Passion and influence for change Perception Expectation Communication 8. Exceptional Experiencereally that difficult? 9. Approach (Always Trimming)Identifying Driving Forces Needs Methods Results 10. Driving ForcesWhat others said Do right by/for the customer, every time HDI Support Center Analyst (SCA) participants and staff Perfection is impossible Focus team: Customers crave caring/understanding customer service presence to champion their needs Now culture, plus Service Desk 2.0 HDI Conference, 2008, Dallas, Texas 11. Needs Not headed down a blind path Customers talk about us for right reasons Be prepared: Meet unrealistic demands from irate or irrational customer "Trouble WILL show up: Decide now that YOU will too!" 12. Methods Inquire Listen Research Engaged anyone: Writers, orators, speakers, anybody 13. Results Framework Practice Passion Influence 14. HighlightsShoot for the Stars Getting Started Todays Token Take aim, action Resources Summary 15. Getting Started to the Top Paradigm Shift: Beliefs drive action, set the tone Customer's (Behavioral) Psychological Needs Service provider perceived indifference Understand needs, manage expectations Foundation Contacted by many people with different... Be prepared, adjust, adopt Relate and communicate effectively Be Prepared and Focus Emotionally and physically Focus on the Maintain confident professionalism 16. Todays Token Oh no, that's terrible, I sense why you feel the way you do, I'm frustrated too when things like that happen to me. But you know what, I'm glad you contacted me, because I can help you. Hey, let's get started! Best Customer service ever? An emotional connection with consistency, punctuated by moments of brilliancy. 17. Todays Token Applied Use I...put some of the lessons to use, fielding a call with an unhappy client...it was positive...even if I cant give her the best news...Ive set the expectation that we might not, with the promise to give her a full accounting...It was really a win/win. 18. Agents take aim, take action! Set the stage and absorb Listen to, engage customer Address emotion, acknowledge with empathy Do not ignore feelings, a risk no matter the resolution Practice active listening, virtual eye contact I understand..Right..Okay, hmm..I see..Oops, Ive done that too.. Paraphrase (respect the agenda) Avoid "you," don't "blurt" Don't count on happy, take away reason for conflict Understand business impact, look at options No "no" - Understand, offer what you can do, no matter how small Not an attitude, skill and technique Commit to non-stop, continuous improvement 19. Leaders take aim, take action! Success Options: Avoid a Crisis Empower, don't abandon those on the frontline Allow generous time and resources to take care Time, resources are needed, maybe coaching Align to and within the organization Lead policy; take action proactively, not reactively Allow staff adjustments to daily changes Customers will feel the way your employees feel Meet and discuss situations and options, team sessions Don't under estimate Build, practice, rehearse, revisit, sustain 20. Resources: Be Best in Class Professional Development Professional Networking, Association Framework (HDI Support Center Analyst) Inspiration (www.walkthetalk.com) Coach/Consultant Social Connection 21. Summary Do not be afraid of success Siege the moment, opportunity 22. Who are Chris Brasher and Chris Chataway? Roger Bannister with Chris Brasher (left) and Chris Chataway Dont run alone 23. THANK YOU! LETS HAVE A CONVERSATION: QUESTIONS/COMMENTS David Disney [email protected] @dwdisney