Anyone who has dealt in the field of customer service knows that the job can be a minefield of angry and difficult customers. After all, few people contact a business or salesperson when they are pleased with a product or find it adequate. It is far more likely that the customer has troubleshooting questions or simply wishes to file a complaint.
Dealing with these individuals can be a stressful endeavor. While customers are free to rant and vent, as an employee it is your job to remain a paragon of serenity. However, it’s important to remember that although this frustration comes at your expense, it is ultimately not directed at you, and learning to deal with angry customers can actually help you grow as a person. Here are 5 tips to help you channel your inner peace and deal with difficult customers:
1. Empathy
The most important part of dealing with difficult customers is empathy. If you see things from their perspective, a customer is more likely to view you as an ombudsman rather than the enemy. Find areas where their argument is sound and acknowledge them before calmly addressing the company’s position. This will put the customer in a better position to negotiate a solution as opposed to haphazardly making demands.
2. Patience
An irate customer will not be in an emotional state to think through a situation logically. No matter how much you point out why a situation has occurred or why their demands are unfeasible, a customer will indignantly press on until he or she exhausts their available supply of emotion. Being patient will help shorten the time between the initial anger and ultimate acceptance. Conversely, defiant and antagonistic behavior will only further incite the customer.
3. Provide a Reasoned Response
Always hear the customer out. Patiently listen to what they have to say and empathize with their viewpoint. Once you have softened their disposition, calmly explain why the situation cannot be resolved in the manner they are requesting. Whether the reason is logistical, company policy, or common sense, there is likely a reason why certain rules are in place. Only when a customer accepts that their solution is impossible are they open to alternatives.
4. It’s Not Personal
Although it is easy to preach empathy and patience, putting it into practice is another thing entirely. When someone is hostile toward you, the natural reaction is to return such hostility. That isn’t a reflection on your character so much as it is an intrinsic part of our genetic blueprint. Therefore it is important to remember that any anger and frustration expressed by the customer is not directed at you, but at the service provider. Separating you the person from the business you are representing puts you in a better position to be calm and understanding.
5. Find a Resolution
In many instances, it will be impossible to solve the problem itself. If the customer’s demands could be met, there would be no reason for them to be difficult in the first place. Issues arise when policy conflicts with what a customer wants. However, often times a customer can be satisfied through a solution that compensates the client through alternative means. Offering a discount, store credit, or promotional incentive can satisfy a customer’s demands without having to violate an important business policy.
John Michaels is a writer for LiabilityInsurance.org.uk – an online business website for the UK.
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