You may often see customers who are angry every day. They usually very difficult to handled and even can ruin your day. It a natural behavior if you being provoked by the angry customer, but it not a good idea to revenge to that customer by shouted back, insult back or another negative attitude.
Let’s face it. You do not have time to debate and respond for the cries, you have alot work to do. But you need to deal with this customers who are angry. You need to get the situation under control, fix the problem and immediately continue your work.
There are several techniques to counter the negative attitude from the customer. Like try to understanding the angry people to help us become less reactive, and often easy to lose our patience is one of the techniques.
Do not Consider as a private matter
The first thing to remember about anger is that although customers their behavior directed at you, the real source of his anger elsewhere. Angry people are not angry at you as a personal. He is usually angry at you as an employee of an organization that is considered a cold, insensitive, and unhelpful. Because it’s hard to yell or abuse through the organization, customers will immediately angry at you on the rebound.
Does the customer wants the Anger?
What the thing that customer want is that they want their problems solved. When someone initially refused something from an organization, they came to the point where issues become secondary. Yes, they want problems solved, but after a point, they were so angry that they did not want to work positively to get what they want at first. Even if you try to accomplish even do not understand the point of the problem could be customer is still mad at you.
It is important to realize that people vent their anger, and they want to be heard and recognized. If you do not sense their anger, and moving too fast to try to solve the problem, you will tend to make them angry and more rude.
What Have To Do?
There are specific things you can do :
First, you need to observe customers as an approach to them, and prepare for the possibility that they can demonstrate antagonistic behavior.
People are disturbed or upset will show signs of tell tale even before they opened their mouths. They will send non-verbal clues which may include red face, anxious and restless, staring or avoiding eye contact, quick movements, etc.
You need to look for these signs so that any explosion does not surprise you. Many antagonistic situations get out of hand because people react too quickly to deal with antagonistic behavior, because he did not expect it.
If you look at the antagonistic approach, prepare yourself mentally by reminding yourself that you can control the situation, and that you need to keep yourself under control. If you are angry, you will tend to contributing to the worsening situation.
Second, when you are in contact with antagonistic customers, you should try to present themselves as unbureaucratic way possible. Remember we are talking about customer anger really directed at the organization? If your customer’s perception as an object, a piece of bureaucracy, they will be more likely more cruel. However, if customers see you as a person who did the best you can, it is more likely that he would show less aggressive behavior.
Let us be more specific. How do you do this?
1) Speak kindly. Do not speak in a monotone, or in a way that implies that you are not interested.
2) If possible, use the name of the customer as quickly as possible, and also introduce yourself if appropriate to the situation.
3) Greet people properly. Do not see your paperwork and said “Yes?”, Or “Next”. What makes you look like part of a machine. Try “Good morning, Mr. Smith”.
4) Listen carefully. Show you’re listening to customers by quoting what he said back to the customer. This shows your interest and concern. A common mistake made by the people is that they do not allow customers to complete.
5) Do not use the “P” word. P at “POLICY”. Many times an employee will explain that it is against “our policy to do” what the client wants. This infuriates many people.
6) Do not ever say “I only work here” or “I’m just following the rules”. Again, this makes you a non-person. It may be true that you do not make the rules, but try saying this: “Sir, the rules created by no one. Maybe you might want to talk to ……. and show that you feel are unfair rules. Do you want the number phone you can ask for further information? ”
Every antagonistic situation is different, and not all solutions will work all the time. General principles we have talked about here should be prepared by observing customers early in the process, and make sure that you appear as a real person.
There’s more to defuse hostile situations, and we will try to discuss some things you can do to get control, and reduce the bad results of this type of conflict situations.
Hope this article can be useful.