Handling difficult customers by keeping a lid on it
What kind of customer are you when your buttons have been pushed? Short-tempered, defensive or patient and controlled? It is extremely difficult to keep your mouth shut and behave diplomatically when you've been insulted, pushed or tested over and over again. Providing excellent Customer Service is one demanding task. This is especially the case over the telephone.
 
Tips to deal with unexpected and upsetting business situations:
 
1. Understand your own buttons:
In order to control yourself when you are upset or challenged by someone out of the blue, you need to be aware of where you stand. How do you react when you're mad and you know that you are right about an important matter? Do you withdraw or explode? If you're the short-tempered type, admit this to yourself and be prepared to cope differently. When you feel an erruption coming on (because you always do), put your customer on hold, tie an elastic band around your rist and pull it, or focus on something else temporarily until you regain your composure. Do what you have to do in order to relax.
 
Sometimes people will do and say things that you feel are unjust. Sometimes you will respond in ways that are too harsh or not powerful enough. Being aware of the negative triggers is the first place to start in remaining calm and in control. An immediate explotion might feel better at the time, but may not serve you well in the future. Next time you take a call from a client who is upset, think about yourself. You might have more empathy and patience to allow them room to vent.
 
2. Understand different personality types:
The firs t thing you hear on the telephone is someones vocal tone. Is Jane happy or sad, frustrated or patient? Is Bob willing to make a joke or ask you about the weather before he talks business? Pay attention to the cues that could be telling you what others expect. Customer service is a game. Small talk goes a long way at the start of a conversation. It can prevent an angry customer from completely losing it when something doesn't work out the way they expect. When Sam discusses his vacation, don't bypass this as a hassle or irrelavent to his phone call. Instead, work with Sam and ask him why it was so great. Rapport is everything.
 
Rick might be the type of person who wants to get right down to business. He might not have the time for the artsy-fartsy, so to speak. Follow his lead. Pay attention to the sense of urgency in his voice.
 
Ask yourself whether your clients are conservative, open, enthusiastic or inquisitive. Everythi ng you pick up IS important. Customer service is not only about getting the job done, but its also about making others feel important.
 
3. Make an impact by adapting your style:
Match and mirror your customers. When they open up, you open up. When they move fast, you move fast. When they get upset, however, let them vent until you hear a moment of silence before stepping in. Never interrupt them with a "calm down" or "you don't seem to understand." When you speak to non-technical customers about something technical, remember to speak in everyday language. These are things you probably take for granted. Yet, they will make a strong impact on others.
 
You can become more patient over time. The key is awareness and the willingness to improve. The results can be amazing. When all else fails, make a joke about the difficult situations you face. This will break the ice during telephone and face-to-face situations.
 
For additional tips on improving your Customer Techniques, contact Nicole Attias & Associates 416-221-0817 nicole@nicoleattias.com