Nesta aula, os alunos discutirão sobre como resolver problemas com clientes difíceis. A aula apresenta um vídeo que explica algumas estratégias para lidar com reclamações de clientes e como resolver problemas para que todas as partes fiquem satisfeitas. Alunos aprenderão e praticarão vocabulário relacionado ao tema. A aula inclui atividades de discussão e fichas de trabalho desenvolvidas para alunos adolescentes e adultos.

Objetivo da lição

Desenvolvimento de habilidades de fala e escuta

Discussão sobre como lidar com clientes difíceis

Aprendizado e prática de novo vocabulário

Vídeo

Você lida com pessoas difíceis no trabalho? O cliente sempre tem razão? Assista a este vídeo para aprender algumas estratégias para lidar com reclamações de clientes e como resolver problemas para que todas as partes fiquem satisfeitas.

Transcrição de vídeo

-Hey, I'm Emma. This is my co-host, Sam. And when it comes to dealing with difficult people.

-They don't have to be difficult to manage.

-All right, Sam, so I know you deal with customers. So tell me about a time or an experience, we had to deal with a difficult customer. Whatcha do?

-Well, sometimes you have to properly reset expectations. Some customers may not understand exactly what their service entails. So you have to first hear them out, let them vent, let them talk, don't interrupt. And then once they're finally finished, repeat back to them summarizing hey, I've heard you, I understand, and you are totally valid in how you feel. But then the next thing, which is more important, you come up with a plan that within the scope of your service, you mutually benefit from what you're about to offer. Say how you're going to partner together, give them a little bit of homework, and then finally wrap it up by letting them know you're going to take care of it for them. So I remember a time when a customer of mine, let's call him Joe, he called in and he was expecting us at GoDaddy social to post every day on social media. And that's not actually the case. And that's not what we offer. So I made sure that I was able to reset and align his expectations that fit our service model.

-So how did you keep Joe on board? How do you keep them cool? I mean, did you have to educate around this topic? Whatcha do?

-Well, I had to first of course, acknowledge the fact that I understood where he's coming from. And I wanted to understand what did he want to accomplish. In order to actually go through the steps of how we're going to fix this, I want to know what are you going to accomplish. And then as the subject matter expert, we were able to, within the scope of our service offering, give him the steps of how he's going to still get what he wanted, but not necessarily in the way he wanted to do it. So here's some steps that I use to be able to keep myself together while receiving that call.