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>>How
do I deal with angry customers?
One
Great Tip for Dealing with Angry
Customers
Seventy
percent of the people on the receiving end of aggressive
and unreasonable behavior report feeling confused,
frightened, can't think of anything to say, or can't
think quick enough on their feet to respond. Twenty
percent report the exact opposite reaction and they
scream and get furious. Whether you're thrown off base
and can't productively respond or you're furiously
angry, you are out of commission.
This
response from you - not knowing what to say or losing
your temper -- is what the difficult customer wants
because it allows them to get what they want. This week
you will get one more fantastic response you can use
with ballistic customers---a response that put YOU in
control!
Go
into Computer Mode
To use Computer Mode you take on the formalities of a
computer. You speak generally, without emotion, and you
don't take the bait your angry or difficult customer is
throwing you. Your words, tone, and attitude are
completely impersonal and neutral - (Think of the
automated response system you speak to when you call
your wireless phone company or bank.)
This
"computer mode" response deflects, diffuses,
and disarms angry customers because you don't add fuel
to the fire by giving your difficult customer what they
want -an emotional reaction. When you don't take the
bait, the difficult customer is forced to stop dead in
their tracks. And that means you regain control (and
confidence).
The
Computer Mode Approach In Action
Let's
say your customer says:
"You don't give a d*** about customers. Once you
get a customer locked into a contract, the service
aspect is over."
While
it may be tempting to fuel the fire with an equally
hostile response such as "What's your problem,
creep?" don't take the bait. If you do take the
bait, the situation will only escalate and nothing
productive or positive will result. A computer mode
response might look like this:
"I'm
sure there are some people who think we don't care about
servicing customers."
"People get irritated when they don't immediately
get the help they need."
"It's very annoying to experience a delay in
service response."
"Nothing is more distressing than feeling like
you're being passed around when all you want is
help."
And
then you stop -like a locked up computer.
No
matter how uncomfortable the verbal abuse is or how
ridiculous it becomes, continue to respond without
emotion. This tactic works because it is neutral,
doesn't take the bait, and because it is unexpected. The
difficult customer wants to throw you off, make you lose
control, and to get you to respond emotionally. When you
fail to do each of these things, you actually regain
control.
Go
into "computer mode" the next time you're
faced with verbal abuse from an irate or unreasonable
customer, and I promise you, you'll quickly regain
control ---and you'll have fun with the process.
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Video
I
was very pleased with Myra' presentation, but even more
so, I was left with a sense of new energy and desire to
put her recommendations to use. I
can't wait for Monday!
Tim
O'Laughlin
The
Coca-Cola Company
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Beth
Vickers
Director
Customer
Satisfaction Department
McDonald's
Corporation
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