Although well-managed businesses do everything possible to ensure that it never happens, there is always the possibility (even without the responsibility of the business or the staff who come into contact with the customer) that we may have to deal with an irate customer. A customer who complains , shouts or even threatens the business owner or staff. Even by telephone. We don't consider whether or not he has an excuse. This is something we should be concerned about next as part of a business's policy to create a better and more pleasant experience for those customers who choose it. We are concerned, however, with keeping our cool, our own (the business owner or supervisor if present), the staff and other customers or associates who may be in the same area. Tension between a group of people acts like a "virus" and is unconsciously transmitted to those who come into contact with the "carrier". Unless there is a specific correct and consciously chosen response. We must therefore have made the appropriate preparation, i.e. we must have received the necessary "vaccine" through specific training in dealing with similar situations.
Such an education is based on 7 distinct steps and some assumptions.
- Accept the right of the "customer" to be upset , even angry. Mistakes happen on both "sides" (although I believe that always the "customer" and the business must feel on the same "side" to have a healthy and mutually beneficial relationship). Let the customer "speak".
- Keep your cool. Nothing is personal. Even threats or insults, at that moment express his emotional charge and are not personal to anyone. Keep control of the situation in your own hands by controlling your own emotions first and foremost. Perhaps there has been a mistake in an order , perhaps he has received a defective product, perhaps the customer himself is making a mistake. Listen carefully and note if you can the words and phrases he uses to describe the problem. Show genuine concern.
- "Come" in his place. In careful words, with an understanding attitude and tone, repeat the phrases he uses (without any "cosmetic" adjectives) to confirm to him that you understand the problem. Do not ask or, more correctly, do not demand that he calm down. Emotions do not follow orders. This will come as a natural progression of the conversation. Try to "create in yourself" what you would feel if something similar had happened to you. Caution : never (directly or indirectly) blame yourself, the company you work for or another colleague.
- Take responsibility for the problem. Not the blame, but the responsibility to fix it. Take those corrective actions that are required and inform the customer of the process. Be understanding. Mistakes happen.
- Apologize sincerely. Make your customer believe that you want to satisfy them, not get rid of it or cheat them.
- Note the findings in each case. What "worked" as it should? Which process or product shows a need for improvement? Record the key elements of an (initially) unpleasant experience. The feedback process gives the company all the information it needs to avoid similar situations in the future.
- Time out! Take a break. You need it. If possible, go out to get some fresh air or do whatever else takes you away from the place where the tension has been. Even for 5 minutes.
Important : Stay alone. Do not "spend" your time out with colleagues or friends talking about what happened. It will not provide release but may build up even more tension. Especially if your recent experience is identified with a similar one of a friend or colleague, the negative energy skyrockets to dangerous levels.
With proper preparation and planning, cases like this will become increasingly rare and when they do happen, dealing with them will be simple.
Do you want to help your business to successfully manage every "difficult situation"? Organise with us an experiential sales or critical situation management seminar.
English (UK)