Customer Service Dialog

1. Customer Service Dialog By: Kaleigh Wink

2. Types of Difficult Customers: • Impatient: agree on common points • Complaining: respect customer • Leave-me-alone: be patient, never press • Insulting: be neutral, serve promptly • Suspicious: explain as many times needed

3. More • Domineering/Superior: Let them have their say, but right then is done in the end • Argumentative: Ask simple, polite questions with options • Irritable/Moody: Be positive and calm • Slow/Methodical: Be patient, help but don’t overwhelm • Dishonest: Don’t jump to conclusions

4. The Story • Tamrah is a Project Manager for HealthPartners. She usually works with a lot of customers so she’s handled a few difficult customers here and there. When I asked how she handles the difficult ones, she said to always be a good listener first then use direct communication. • Whenever she has a difficult customer, regardless of how hard it might be, she always talks to them in person. That way the problem can be solved quicker and easier verses an email that can be read the wrong way.

5. The Dialogue Tamarah was the project manager to integrate three companies processes into one work flow. Part of the work would keep the individual companies identity and part of it would be moved to the main company. Fear of a ‘takeover’ made it very difficult at times to work with the new customers – they could be very angry and argumentative. Kathy was one of those people my mom was having a difficult time with. Tamrah greeted Kathy, “Good Morning, Kathy!” Kathy exploded. With a red face, angry words, and a shouting voice, she said, “this is not a good morning and I’m furious with the changes that are being forced on us. I’m losing staff and don’t know what to expect. At any moment, I’m going to lose my job.” Because several other employees stood up to see what was going on, my mom said, “Kathy, let’s go into the conference room to talk privately”.

6. Continued Once they were in the room, my mom said, “Kathy, tell me what is worrying you and what is making you so angry”. So my mom let Kathy vent her frustrations and fears about the changes that were happening. After she understood why Kathy was so angry, she was able to talk calmly to her and address the problems Kathy was having. My mom said, “ Kathy, what I just heard you say was that you are worried about your staff losing their jobs with these changes. You are also worried about your own job. You don’t agree with all the decisions that have been made, and as a result feel a loss of control over your department.” She agreed and became more calm.

7. Continued Tamrah continued, “all of your concerns are valid, so let’s address each one. Your staff will not lose their jobs, and here’s why – the workload is not changing. We will still need the same staff to work through the new process, just as we will need both Revenue Managers at each location.” Tamrah also reassured her that she still is an invaluable resource and that her input is crucial to the success of the project “Your perspective is needed and you are not losing control. However”, Tam rah mentioned, “I do need you to express the pros and cons, so we are able to work through the processes to ensure we are operating as efficiently as possible”. Because Tamrah reacted calmly and was willing to listen to Kathy, the problem was solved. The customer became more calm and willing to join and listen to what my mom’s ideas where. Kathy became the most helpful person on the project!

8. Conclusion • Because Tamrah reacted calmly and was willing to listen to Kathy, the problem was solved. The customer became more calm and willing to join and listen to what my mom’s ideas where. Kathy became the most helpful person on the project!