As part of a new Heath & safety training suite I am tasked with providing a learning solution for over 40,000 employees in handling difficult customers - in essence how to handle verbal & physical abuse - how to defuse these situations etc.
Has anyone any experience in developing solutions in this area?
lee archer
2 Responses
Difficult AND Different Customers
Hi
I would utilise a normal customer care module covering
ATTITUDE
COMMUNICATION – verbal AND ESPECIALLY NON VERBAL
MANAGEMENT failures
INFLEXIBLE SYSTEMS AND PROCEDURES which can make difficult customers DIFFICULT!
ENVIRONMENTAL
Additionally as a pro active measure,look at diverse customer base.Think about those with disabilities,those who balance work and family and observe fesitvals or dates outside UK christian calendar
Turn subject round as well by looking at STAFF CARE and GOOD INTERNAL CUSTOMER CARE
William
[email protected]
NLP Approach
I introduced an intervention to an organisation to deal withjust this – but to deal with agression and not physical threat.
I would suggest that the two things are TNA’s separately, though the results may be complimentary
The largest part of the intervention was to recognise the approach adopted by the agressor through style of language, intonation and body language, and to the largest part reflect that style in the response.
This is a vast over simplification, but the principle works to defuse conflict. It needs a fuller response – perhaps you can find more relevant ideas to your immediate needs on my public pages http://www.btinternet.com/~stephen.daniels/pr03.htm