PPM Pierce Pharmacy Management Handling Difficult Customers

Pierce Pharmacy Management

12 May 201603:32

Summary

TLDRThis video script emphasizes the importance of effective customer service, especially when dealing with unhappy or angry customers. It advises against retaliating with anger and instead suggests showing empathy and understanding. The script highlights the value of listening to customers, apologizing, and offering solutions. It also provides guidance on handling more challenging situations, such as when a customer's insurance is denied or payment is refused, by suggesting proactive steps like contacting a supervisor or attempting a 'vacation override' with insurance. The goal is to ensure customer satisfaction and maintain a positive relationship.

Takeaways

😡 When customers are angry or complain, it's crucial to understand they have a problem and need help.
🙏 Show empathy and acknowledge the customer's dissatisfaction without getting angry in return.
🗣️ Use active listening and apologize to demonstrate that you are on the customer's side.
💡 After a mistake, ask customers how you can make it right; they often ask for less than you'd offer.
🚫 Never argue with a customer; it's essential to de-escalate the situation.
👀 If a customer uses profanity or the situation becomes threatening, involve a supervisor and remove yourself from the interaction.
💊 In cases of insurance or payment issues, handle the customer's anger and embarrassment with extra care.
🔍 When a customer is upset about insurance or payment, explore alternatives like vacation overrides or contacting the insurance company directly.
🤝 Use a four-step approach to handle customer challenges: engage, empathize, discover, and offer a complete solution.
🔄 Ensure the customer leaves satisfied and knows you look forward to seeing them again.

Q & A

What is the main challenge faced by customer service representatives in the script?
-The main challenge faced by customer service representatives is dealing with unhappy or angry customers who may complain or say mean things.
Why does the customer become upset when they find out their car is not ready?
-The customer becomes upset because they had called in two days prior to pick up their car, and it is not ready, which indicates a service delay.
What is the recommended approach when a customer is unhappy or mean?
-The recommended approach is to not get angry back, but to show empathy and let the customer know that you are not happy that they did not receive the usual excellent customer service.
What does the script suggest about customers' expectations when things go wrong?
-The script suggests that customers usually ask for less than what the service provider would offer when things go wrong, and what they really want is for someone to listen and apologize.
What are the 'magic words' mentioned in the script that can help in resolving customer issues?
-The 'magic words' mentioned are 'I'm so sorry this happened, sir. What can I do to make it right?'
When should a customer service representative call their supervisor according to the script?
-A customer service representative should call their supervisor when a customer starts using profanity or if they feel the situation might turn threatening.
What should a customer service representative do if they cannot resolve a customer's issue?
-If a customer service representative cannot resolve an issue, they should call their supervisor and, if possible, get completely out of sight to prevent aggravating the problem.
What are the two occasions when a customer might be more than a little upset, as mentioned in the script?
-The two occasions are when the customer is told their insurance will not cover something they expect to be covered, or when their check or credit card will not be accepted.
How does the script suggest handling a situation where a customer's insurance will not cover a prescription refill?
-The script suggests trying a vacation override on the insurance and contacting the insurance company to see if the prescription can be covered for the customer's upcoming cruise.
What are the four steps to handle customer challenges as outlined in the script?
-The four steps are: engage the customer, get on the customer's side, discover why they came to the store, offer a complete solution as much as possible, and ensure the customer is happy and satisfied.
Why is it important to cement the relationship with the customer at the end of the interaction?
-Cementing the relationship with the customer at the end of the interaction is important to show that the service provider values their business and is looking forward to serving them again in the future.

Outlines

00:00

🤔 Handling Customer Service Challenges

This paragraph discusses the complexities of customer service, emphasizing that dealing with unhappy or angry customers requires more than routine responses. It highlights the importance of not retaliating with anger and instead showing empathy. The script suggests that customers often just want to be heard and apologized to. It also advises on seeking help from a supervisor when the situation escalates, and provides a strategy for handling particularly difficult scenarios, such as when insurance doesn't cover expected items or when payment methods are declined. The key takeaway is to engage, empathize, discover the customer's needs, offer solutions, and ensure customer satisfaction.

Mindmap

Keywords

💡Customer Service

Customer service refers to the interactions between a company and its customers, aiming to assist and provide information to customers, resolve their issues, and ensure their satisfaction. In the video, customer service is central as it deals with handling difficult situations, such as angry customers or complaints. The script emphasizes the importance of empathy and problem-solving in customer service.

💡Empathy

Empathy is the ability to understand and share the feelings of another. In the context of the video, showing empathy towards customers is crucial for building trust and rapport. It is demonstrated when the script advises letting customers know that you're not happy about their negative experience, which shows you are on their side.

💡Complaint

A complaint is an expression of dissatisfaction or protest about a product, service, or situation. The video script discusses handling complaints by actively listening, apologizing, and seeking solutions. It highlights that customers often want to be heard and for their issues to be acknowledged.

💡Profanity

Profanity refers to offensive language or swearing. In the script, it is mentioned as a potential escalation in a customer service interaction, where the customer may become upset and use inappropriate language. The advice is to call a supervisor and remove oneself from the situation to de-escalate.

💡Supervision

Supervision in this context refers to the oversight and guidance provided by a higher authority or manager in a customer service setting. The script suggests involving a supervisor when a situation becomes threatening or when additional help is needed to resolve a customer's issue.

💡Insurance

Insurance is a safety net against financial loss, and in the video, it is mentioned as a potential source of customer frustration when a claim or coverage is denied. The script illustrates a scenario where a customer's insurance does not cover a prescription refill, leading to a challenging interaction.

💡Apology

An apology is a formal acknowledgment of one's mistake or failure, often accompanied by an expression of regret. The video emphasizes the power of apologies in customer service, as seen in the script where the customer service representative apologizes for the delay and seeks to rectify the situation.

💡Engagement

Engagement in customer service means actively involving oneself in a conversation with a customer to understand their needs and provide assistance. The script outlines steps for effective customer engagement, including getting on the customer's side and offering solutions.

💡Satisfaction

Satisfaction refers to the feeling of contentment or pleasure derived from one's experiences. The video's theme of customer service is closely tied to ensuring customer satisfaction, which is achieved by resolving their issues and leaving a positive impression, as exemplified by the script's focus on happy and satisfied customers.

💡Cement Relationship

Cementing a relationship in a customer service context means to strengthen the bond with the customer by providing excellent service and care. The script suggests that after resolving an issue, it's important to reassure the customer that you value their business and look forward to serving them again.

💡Challenges

Challenges in the video refer to the difficulties faced by customer service representatives when dealing with upset customers. The script provides strategies for handling these challenges, such as remaining calm, showing empathy, and finding solutions to problems.

Highlights

Customer service can be challenging when dealing with angry or complaining customers.

Customers may say mean things, but it's crucial not to respond in kind.

Empathy is key in showing customers that you're on their side.

Customers often ask for less than what is offered when something goes wrong.

Listening and apologizing are powerful tools in customer service.

When customers are unhappy, they want to be heard and acknowledged.

Avoid arguing with customers; instead, seek help from a supervisor if necessary.

Physically removing oneself from a threatening situation is advised.

Customers are generally easy to please but may require extra help in certain situations.

When informing customers of insurance or payment issues, handle with care to avoid aggravating emotions.

Offer solutions proactively when insurance or payment issues arise.

Engage the customer, get on their side, and offer a complete solution to their problem.

Ensure customer satisfaction and happiness to cement the relationship.

Let customers know you're looking forward to seeing them again.

Use a four-step approach to handle customer challenges: engage, empathize, discover, and offer solutions.