PPM Pierce Pharmacy Management Handling Difficult Customers

Summary

This 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.