Bacal & Associates - Meeting your customer service needs for almost two decades
Examples
of the Exercises Included in the Defusing Hostile Customers Workbook
The Defusing Hostile Customers Workbook can be used with or without doing
the exercises contained in it, but it's best to take the time to do them.
Each chapter has a set of exercises, and space to write responses. At
the back of the book, the answers (or possible right answers) are included.
While this isn't a complete replacement for attending training, the exercises
approximate the thinking that one learns in the process of developing
skills to deal with difficult and angry customers.
On this page you'll see the exercises for Chapter 2, and if you click
on the link at the bottom of the page you can see an example of the answers
provided at the back of the book.
Below are some common things that hostile customers say to government
employees. For each item determine whether it contains "bait",
and explain what the customer is really saying to the employee. (the implied
messages). Check your answers with the answers at the back of the book
(Appendix A). Remember, you DON'T want to take the bait and get hooked.
2.1.1 I want to speak to someone who knows what they are doing. Is there
a man I can speak to?
_______________________________________________________________________________________
2.1.5 How can you say that, don't you know your own laws? We'll see who
is right give me your supervisor's number.
Take a look at the following dialogues. Indicate whether you feel the
employee's response is effective or not (i.e.. would it defuse the situation).
Explain why and compare your answers with the ones in Appendix A.
2.2.1
Customer: "Look, if you reduce my cheque, my kids are going to starve,
and it's going to be your fault.
Employee: "There's nothing I can do about that, so you will have
to figure out what to do, I guess ".
Customer: Look, if you reduce my cheque, my kids are going to starve,
and it's going to be your fault.
Employee: I can tell you're upset about this situation, and I will do
my best to help you out. Would you like me to suggest some alternatives
for you?"
2.3.1 Tomorrow at work, observe people interacting. Identify any phrases
or actions that appear to contribute to the escalation cycle. Write them
down.
Over the next few days, observe hostile and angry people around you. Pay
attention to the ways that adults express their hostility and anger. What
similarities do you find between the way adults express their anger, and
the way children do? When you are angry, what ways do your own behaviors
resemble those of an angry child?
2.4.2 Playing The Hostile Game
Using your past experiences, identify very specific ways you have played
the hostile game on the ATTACKER'S TURF, and by the attacker's rules.
What happened? What would you do differently?
