Different types of behaviour and how to respond
Featured in the Complaint handling for positive outcomes training manual
By Nina Lockwood
Category: Customer Service
Credit price: 4 download credits (Single user)
The nature of a service provider’s job means that they sometimes come across customers who might almost literally drive them mad! However, regardless of whether the customer is rude, upset, frustrated, angry or even irate, it is down to the service provider to manage the situation appropriately and positively with their own service skills. This training activity encourages participants to identify different types of complainant behaviour, and to devise their own strategy for dealing with it. Note: the term ‘complainant’ is used here in the general sense of ‘person who complains’.
You start by introducing the participants to three types of complaint, as defined by a study of dissatisfied customers: those who complain to the company; those who complain to other people; and those who complain to a third party. You then outline four different categories of complainers and the participants take part in a group exercise to determine the traits of the different categories and start to compile and image of what these different customers might say, do or sound like. Using this information, the participants then work on strategies for dealing with these types of behaviours, using a checklist of techniques for handling difficult situations, as well as their own knowledge and experience. You end by running a large group exercise, which although conducted in a light-hearted manner, gives the participants the opportunity to practice some of these techniques and to get feedback on their performance.
Who is it for: This training resource is intended for use by trainers to enable participants to look at the importance of remaining assertive in difficult situations and the positive outcome this can achieve.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 26 |
Resources: View standard resources for Fenman training activities
Purpose: This training resource is intended for use by trainers with all members of staff, particularly those with customer-facing responsibilities, whether face to face or on the telephone.
Download the training activity, Different types of behaviour and how to respond as featured in the Fenman training manual; Complaint handling for positive outcomes