Tips for keeping your cool when a customer loses theirs
1. Assertiveness is the key (please note, assertion is very different than aggression). Being assertive simply means you are speaking honestly and clearly, dealing with only the facts – keeping the emotion out of it. You are making your point in as straightforward a manner as possible. Attempting to keep upset customers happy is very important, but not that the expense of the values you have set for your business.
2. Slow and steady wins the race. When you think, speak and act slowly, you will come to the realization that you can respond in a more rational way. Speaking and acting quickly will only make things worse, as you may not be able to think properly first. Be logical in your approach and truly attempt to help the customer.
Patience is a virtue. Waiting for a couple of seconds before you respond will ensure that you respond more appropriately. As opposed to replying instantaneously and saying something you may regret later, or that makes the situation worse.
3. Be positive in your approach. Put negative feelings aside, and focus on the customer’s issue in this moment. Think about the problem the customer is having, and what will help to resolve it, regardless of how they may be behaving. When you view the situation as confrontational and negative you will be more likely to respond in a way that adds fuel to the fire.
4. Don’t take it personally. This one can be really tough, but when you can learn to keep your personal feelings about the customer and or their behaviour out of the conversation the stress level can be minimized significantly.
The Business Maximizer, Pamela Finnesand, knows customer service. If you struggle when dealing with difficult customers or need some help training your staff on this topic, schedule a complimentary Business Breakthrough Strategy Session with Pamela today.
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