HANDLING IRATE CUSTOMERS 103: AVOIDING FOOT IN MOUTH DISEASE

Handling Irate Customers 103: Avoiding “Foot in Mouth” Disease

1. Review the Principles Driving Your Team’s Customer Service Mission

2. Introduce the Lesson

SCRIPT: The last time we met, we focused on laser listening tactics to better understand the customer’s real problem. How can we figure out a solution if we’re caught in the fog of a customer’s anger and can’t define the problem? We can’t. That’s why this week I want to talk about how to avoid creating more emotional fog by keeping your foot out of your mouth.

Let’s look at our handout.

3. Explain and Discuss the Skill(s) to Practice

SCRIPT: In our initial training on communication and problem solving, we worked with a list of things we should never say to customers. Do you remember? [Elicit affirmative responses.] Today I want to focus on what not to say especially when dealing with an irate customer.

LEADER’S NOTE: Show Slide 103. Read each line, asking after each, “If you say this, what would an irate customer say in return?” For example, the line “You should’ve told me that in the first place” will insult the customer and may provoke the response “I did say that, but you weren’t listening.” Keep this interaction fast-paced, upbeat, and fun.

4. Conduct a Team Activity

LEADER’S NOTE: Return to the “never say” list and ask members to recommend alternatives. You can either engage the entire team in this or break into groups for a 5-minute brainstorming session. Also, ask a peer leader to collect the best statements, collate and distribute them right after the meeting, and post them with today’s slide.

5. Set Goals for the Week

LEADER’S NOTE: Challenge members to practice the best statements with customers and with one another throughout the week. (See scorecard method in lesson 102 as an option for recording successes.)

Also, ask them to electronically submit other effective statements to you or a designated peer leader during the coming week.

6. Assign Accountability for Follow-Up

LEADER’S NOTE: Peer leaders are accountable for collating, distributing, and posting the best statements.

Front-liners are accountable for practicing and submitting new alternatives. Print the best new responses for the next meeting.

7. Announce Contest and Prizes

LEADER’S NOTE: You can use the best new responses (and best scorecards if applicable) as the basis for awarding prizes at the next meeting or entering winners in a drawing.

Handling Irate Customers 103: Avoiding “Foot in Mouth” Disease

Never say:

• “You should have told me that in the first place.”

• “You’ll have to ...”

• “You must be mistaken.”

• “Our salespeople messed up again.”

• “This is the third time I’ve heard that complaint today.”

• “I’ve never heard of that happening before.”

• “It’s that darned computer again.”

• “There is nothing I can do about it.”

• “I don’t know.” [Period]

Alternatives:

ASSIGNMENT OF THE WEEK

Practice and stick it to ’em!