Print | Send To Friends | Add To Favorites | Comment

Keeping Your Cool When The Customer Gets Hot

By: Lydia Ramsey

Article Word Count: 593 words  [Comments (0)]
Total Views: 3 Views

A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally under fire are not always easy. It is particularly difficult to be nice to people who are not being nice to you.



So what do you do to keep your cool when the customer is chewing you out? Most of the time, it is not even your fault. It could be that the problem was with a product or a service delivered by someone else in your organization. You're getting the blame because the unhappy person found you first, and it's not pleasant. When faced with angry people, there are four key steps that will help diffuse the situation.



Step one is to apologize. "But," you say, "it's not my fault." It doesn't matter who's to blame; apologize anyway. As a representative of your company you have a responsibility to see that things go well. Your willingness to be accountable will have a positive effect. After all, it takes two to have an argument. If one of you refuses to be disagreeable you can't have a disagreement. You are not accepting blame-you are simply saying, "I'm sorry about the problem." You are wasting your breath unless you apologize with complete sincerity so be sure that your tone of voice matches your words.



Step two is to sympathize with the irate customer. Let the person know that you can identify with his feelings. Say that you understand the frustration of receiving a faulty product or poor service. The angry person begins to feel better as soon as his reaction is validated.



Step three is to accept responsibility for the situation. Be accountable to the customer. Let him know that you intend to do whatever it takes to make things right. You can't help what has already happened, but you will come up with a solution to the problem or you will find someone who can.



The last step is to take action. Decide what you can do and tell the customer. You will replace the defective or incorrect product as quickly as possible. If the issue was poor service deliver better service. Whenever you can offer a bonus of some sort or waive fees, the tiger before you is transformed into a pussycat.



Use the acronym "ASAP" to remember these four steps for calming upset customers. Each letter stands for part of the process.



A is "apologize."

S represents "sympathize."

A stands for "accept responsibility."

P means "prepare to take action."



Nothing will be solved by becoming argumentative and reactionary. Instead, diffuse the client's anger by being apologetic and sympathetic and focus on positive steps that will resolve the situation. Before you know it, your adversaries will become your allies.



Oh yes, remember to smile. It will make everyone feel better and behave better.



(c) 2005, Lydia Ramsey. All rights in all media reserved. Please reprint article with by-line intact and all links made live.


Article Source: http://www.articledashboard.com





Lydia Ramsey is a business etiquette expert, professional speaker, corporate trainer and author of MANNERS THAT SELL - ADDING THE POLISH THAT BUILDS PROFITS. She has been quoted or featured in The New York Times, Investors' Business Daily, Entrepreneur, Inc., Real Simple and Woman's Day. For more information about her programs, products and services, e-mail her at lydia@mannersthatsell.com or visit her web site www.mannersthatsell.com





Print | Send To Friends | Add To Favorites | Comment

Related articles


The 5 W's of World Class Customer Service Training By: Rosanne D'Ausilio,Ph.D - The preamble to the United States Constitution begins, ‘we, the people.
 
Engage Your Customer – Write About Benefits By: Glenn Murray - Think quick.
 
Customer Service – the Real Estate Revolution By: Glenn Murray - Traditionally, real estate has been viewed as a sales industry.
 
Does Your Customer Service Suck? By: Darryl Gee - As a customer, I know what it's like to be on the customers side of the counter.
 
Customer Service Policy Geared For Excellence By: Alicia Smith - One unhappy customer will tell the world about inferior service while a happy customer rarely tells a soul.
 
Reducing Customer Resistance to Your Product or Service By: Alicia Smith - Resistance has to do with putting up blocks that prevent us from doing, being, or accomplishing what we want for our business.
 
Over Delivering Provides Big Results By: Alicia Smith - Over promising is a problem only when you under deliver.
 
Ten Ways to Build Client Trust By: Alvah Parker - Clients work with professionals whom they trust.
 
Put Your Angry Customer at Ease By: Jay - Having to deal with angry and upset customers is by far one of the worst responsibilities we must face on a day to day basis in the world of sales and business.
 
Keeping Your Cool When The Customer Gets Hot By: Lydia Ramsey - A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful.
 
Turn Your Customer Complaint into a Positive By: Jay - The last thing we want to hear during our work day is complaints from customers.
 
Customer Service Training Tips By: LeeAnna - - Good customer service is the best way to keep customers coming back to your business.
 
Can You Hear Me Now? By: Rosanne D'Ausilio,Ph.D - When you listen to a customer (or co-worker, spouse, significant other), your brain is constantly making hundreds of assumptions.
 
Using the Power of Client Testimonials to Grow Your Business By: Alicia Smith - Client testimonials are one of the most powerful marketing tools coaches can use.
 
Develop Loyal Customers for a Lifetime - part 2 (11 - 20) By: Alicia Smith - Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers.
 

Search the Articles


Subscribe

Receive alert message from us when new articles submitted to our site for free.

Enter your name

Enter your email

Categories

Syndicates