Dealing with difficult customers

A professional customer service representative assisting a frustrated customer in a modern office setting, conveying empathy and understanding, warm tones and inviting atmosphere.

Mastering Customer Interactions

Are you ready to enhance your skills in dealing with difficult customers? This engaging quiz will help you navigate challenging interactions with ease.

Test your knowledge with questions covering:

Effective communication techniques
Understanding customer emotions
Probing questions for resolution

12 Questions3 MinutesCreated by HelpingHand521

The L.A.U.G.H. Strategy is

Love, Anger, Ungrateful, Guilt, Hostile

Listen, Acknowledge, Understand, Give solutions, Hit home

Leave, All, Understanding, Generosity, Home

Listen, Argue, Understand, Give attitude, Help

How should you greet a customer?

G'day mate

Yes, what do you want?

Hello, how can I help you?

How's it going?

If the customer is upset, should you?

Tell them to calm down

Raise your hands, not your problem

Ignore them

Listen without interruption

The customer has told you their problem, should you?

Tell them it's too bad

Tell them you weren't listening

Tell them, It is not your problem

Thank them for bringing it to your attention

What probing question should you ask first?

When did this occur?

Has this happened before?

Are you sure there is a problem?

How can we fix it?

What probing question should you ask next?

Do you know how this happened?

Did you cause the problem?

Are you sure?

Do you want me to fix it?

What probing question should you ask to get to the outcome?

Do you want to complain?

How can we fix it?

What do you expect me to do?

I suppose you want it fixed?

When offering a solution, you should?

Tell them to talk to someone else.

Offer an excuse, not a solution

Involve the customer in a solution

Tell them there is no solution

Once you have reached a solution, you should,

Tell them it is fixed

Talk about the customer to your colleagues

Say goodbye

Tell them you will follow up to confirm the outcome

What should you do if a customer is aggressive?

Raise your voice

Threaten them and offer to fight them

Use the LAUGH strategy

Tell them to shut up and get out

What if the customer continues to be aggressive?

Physically confront them

Calmly advise them they will have to leave (workplace policy)

Grab them and force them out

Scream at them to STOP!

If the customer refuses to leave?

Contact security as per workplace policy

Turn your back and ignore them

Threaten them with violence

Tackle them and restrain them

Dealing with difficult customers

Mastering Customer Interactions

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