Top 7 Things You Must Know Before Dealing with Your Next Difficult Customer

Learn about Customer Service

1. Anger precludes rationality.

Angry customers simply cannot rationalize. This is because they are so wrapped up in the emotion of anger that everything you say is filtered through their emotions. Anger is an emotion and emotions are experienced in the right side of the brain. Rationalizing, problem solving, listening, and negotiating are all left-brain activities and your angry customer is stuck in the right side of the brain, and therefore cannot be expected to rationalize with you.

2. Anger must be acknowledged.

It’s not productive for you to ignore anger or tiptoe around it. There is something known as the communication chain. When people communicate, they expect the person or persons they are communicating with to respond or react…this response or reaction is a link in the communication chain. A failure to respond to communication leaves the communication chain unlinked…broken. For example, If I walk into my office and say... “Hello Sherry, how are you?” ....and she says absolutely nothing, she’s broken the communication chain. And that leaves me feeling awkward, perhaps embarrassed.

If a customer expresses anger and we fail to respond to it, the communication chain is broken and the customer feels like they are not getting through, that you are not listening. So, the customer may speak louder to make his or her point. They might become even angrier and more difficult, as they are resorting to whatever it takes to feel heard and understood. You can keep your angry customers from getting angrier by acknowledging their anger and responding to it. You can respond to anger with a statement like, “Clearly you’re upset and I want you to know that getting to the bottom of this is just as important to me as it is to you.” This statement directly and professionally addresses anger – without- making the customer even angrier. Now that the anger has been acknowledged, you have completed the communication chain.

3. First, diffuse anger. Research has shown that an approach to problem solving that emphasizes anger diffusion first results in a lesser payout by the company. If you first work to diffuse anger and then move into problem solving, you will find that communication is much easier/because your customer is able to really listen to you. Problem resolution is now possible because your customer is calm and in the position to rationalize. Beginning the problem solving process before addressing and diffusing anger makes your job much harder because your customer is emotional and not able to fully rationalize. If you do attempt to solve the problem or negotiate, you will almost always have to offer more to satisfy the customer than you would if you had successfully first diffused anger.

-------------------------------------

Continue or search for more written content on this topic, visit: https://learnforfree.biz/category/english/customer-service/

Learn For Free podcast series produced, managed, and distributed by https://allsuper.info/

All Rights Reserved

Transform your old articles and eBooks into brand new audio content, and use it to create podcasts or videos for your YouTube or TV channel.

Visit https://allsuper.info/ And Ask our live support for details.