Dealing with difficult customers
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
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
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