PPM Pierce Pharmacy Management Handling Difficult Customers
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
🤔 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
💡Empathy
💡Complaint
💡Profanity
💡Supervision
💡Insurance
💡Apology
💡Engagement
💡Satisfaction
💡Cement Relationship
💡Challenges
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.
Transcripts
[Music]
not all customer service is routine
serving customers can be quite a
challenge when customers get angry or
complain sometimes they say things that
sound
mean Mr Black I thought you were going
on vacation I need my benac car oh I
know that's not ready let me go check on
it what do you mean it's not ready I
called it in 2 days ago I'm so sorry I
don't know what went wrong but I'll find
out so it doesn't happen again thank you
despite what they say what they're
trying to convey is I have a problem
will somebody help me when a customer is
unhappy or mean it doesn't help to get
angry back at them but it does help to
let them know that you're not happy
either not happy that they did not
receive our usual excellent customer
service when you show a little empathy
toward the customer it's letting them
know that you're on their side here's an
amazing fact if you ask a customer what
we can do to make something right after
something's gone wrong they will usually
ask for less than we would have offered
them what they really want is for
someone to listen and apologize listen
to these magic words I'm so sorry this
happened sir what can I do to make it
right most of the time our customers are
pretty easy to please but there may be
an occasion when you need a little extra
help if a customer starts using
profanity or you feel like the situation
might turn threatening please call your
supervisor and physically remove
yourself from the situation
watch this um I need my medicine yes
ma'am we're working on it right now yeah
you've been working on it and I need it
can't you see I'm in pain I understand
I'm so sorry I really need my medicine
yes ma'am yes ma'am Miss Smith I'm so
sorry for the delay I'm working on it
right now thank you never argue with a
customer and if you are part of a
complaint call your supervisor and if
possible get completely out of sight so
your present doesn't continue to
aggravate the problem there are two
occasions when the customer is going to
be more than a little upset when you
have to tell them that their insurance
is not going to cover something they
expect to be covered or when you tell
them that their check or credit card
will not be accepted in that case when
it happens and it will happen you will
be dealing with two raw emotions anger
and embarrassment Mrs Davis I'm so sorry
I'm aggravated with the insurance
company they're not going to let us
refill your prescription they say it's
10 days early well what am I supposed to
do I'm going on a cruise let me check
with the
pharmacist did you say you're going on a
cruise yes and I know I don't have
enough pills to get me through okay well
what we'll do we'll try a vacation
override on the insurance a lot of times
they'll accept that and if they don't
we'll call the insurance company and
actually get a person and see if we can
get that done for you okay I appreciate
it well we definitely don't want you
going on your vac without the proper
medication so we'll get it straight
thank you okay customer challenges are
easier to handle when you use these four
steps engage the customer get on the
customer's side discover why they came
in the store offer a complete solution
as much as possible make sure the
customer is happy and satisfied and
cement the relationship let them know
you're going to be happy to see them
again
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