subject: How To Succeed At Calming Upset Customers [print this page] How To Succeed At Calming Upset Customers
Handling upset customers is not easy. Unfortunately this task goes with almost every job. If you learn the right way to handle those situations, it will make your job so much easier and enjoyable.
Cut the problem at the root.
If you can prevent the problem, you won't have to deal with the upset customer later. Locate procedures and services that might be annoying your customers and change those to avoid further problems. I Worked at a hotel that had constant noise problems. The front office staff would assign rooms with an empty room between guests. That was their way to prevent any complaints and it worked!
Look in the mirror.
There may be something in your behavior that irritates people. You can change it. I worked at a Nike outlet were we had an employee who always stood at the back of the store leaning against the wall waiting for a customer to ask him questions. One customer complained to me about the employee in the shoe department stating that he was arrogant and not helpful even though this customer did not ask him for help. Employee behavior/appearance screamed, "I don't want to help you", but actually this employee was very good once customers approached him and a conversation began.
Confidence.
Show confidence. People can tell if you are unsure of yourself. Lack of confidence will escalate the problem. It will make customers think that you are not qualified to solve their problem.
Lower your voice.
The customer will have to stop yelling if they want to hear what you have to say.
"Seek first to understand, then to be understood"
It takes a lot of patience to listen attentively to someone when they are screaming in your face. But it is necessary.
- Take notes in the customer's presence. It shows that you care and actively listening to their problem.
- Empathize: "I can see why it was quite an inconvenience."
- Show your involvement in the conversation with confirming phrases as "Yes", "I understand", "Go on", etc.
- Summarize in your own words without giving any opinion about the situation "Let me see if I have this right"
Transform negatives into positives.
Instead of saying "your steak will not be ready for another 10 minutes", say "I will be back with your steak in about 10 minutes"
"Under promise and over deliver."
If you think it will take you 10 minutes to solve the problem, tell the customer it will be solved in 15 minutes. That way you will surprise the customer with a fast resolution and in case the resolution takes a bit longer, you will still fall within the proper timeframe.
Call the supervisor when necessary.
Involving the supervisor shows that you take their problem seriously.
