This particular section I'm going to share some techniques for dealing with customers. You can usually use the same methods with the other difficult people in your life. You can find the related article on Fox Small Business here.
1) Listen- People want to be heard. It's hard to zip it and let them rail at you, but truthfully, once your angry customer/person has had the chance to air their grievance, they are usually a lot more willing to calm down and listen to reason. Use this moment to build the bridge of empathy and rapport with them.
2) Build a rapport with empathy- People want to know that they are not in this alone, that they are not going to be left hanging with their situation. Even if you cannot help them, let them know that you understand and are willing to 'be there' for them.
3) Use a low, non threatening voice - People feel threatened with sharp abrupt wording and loud voices. Remember how you talk to a grieving person? Well the emotions are just about he same. Give them your sympathy, your compassion, and do it in your most understanding tone.
4) Assume you are being watched- That's right. Even if you don't think you are being monitored, assume that you are. That will keep you on your best behavior.
5)Know when to give in or give up - If you can negotiate and go above and beyond, know when it's time to do so. If you really truly can't help them, make sure you break the news to them compassionately and if possible make suggestions that will help. Customers know a line of BS when they hear one, so don't just throw out anything to get your difficult customer off the line or away.
6)Keep your cool- Even if your customer/person is being verbally abusive, keep it together. Don't swear or threaten. Keep calm. Let them have their say and calmly stand your position while trying to guide the conversation back to the real issue. If you can't calm them down, it may be necessary to throw your supervisor 'under the bus' and offer to introduce them to someone who has more authority than you.
7)It's not you- Don't take it personally and don't take it home with you. Remember this is just a job and the drama is not worth ruining your day over.
8)We're all human- Take a moment to remember that the person venting at you is just as human as you. They have bad days, medical conditions, and yeah...some people are just jerks. So try to give them the benefit of the doubt that they might have had a very trying day before dealing with the issue that they've brought to you.
9)If you make a promise- follow through- Don't make promises that you cannot keep. If you do make a promise, like a call back, then make sure you make a note of it and do it. Take relevant notes so that the customer knows that you remember them as a person, not a chore.
10) Summarize- Be sure to go back over all the relevant points of the issue and make sure that they have all been addressed. Make sure that both you and the customer understand what the expectations are and what the reality is. Don't be harsh about it, but be truthful. Don't give false expectations that will lead to another angry encounter or a bad review online.
Remember, even an unhappy customer can give a great review if they feel that you have done you best and truly empathized and helped them. Also remember that you can't save everyone. Keep a positive outlook and dealing with customers doesn't have to be a nightmare.
-- Good luck and stay sane!
Buffi BeCraft
www.buffibecraft.net
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