Recognising our natural response
Perhaps you have been advised not to take it personally when working out an angry customer? It looks like that piece of pithy advice has been moving around forever. Sadly, this is something that’s easier said than done. That’s because we are hardwired to take it personally.When we experience an angry or upset person, taking it is an instinctive behavior.Let’s take a minute to explore this natural instinct and then I will show you what you can do about it. Encountering a dangerous situation triggers what is known as the fight or flight reaction.
Some people today say that they can feel their blood flow when it occurs. When you experience these symptoms, the best thing you can do is to admit the instinct and prevent yourself from acting on it. This is truly tough to perform in person or over the telephone since the communication is occurring in real time. There is never an excuse to lash out in a customer when it is via written communication like email, chat, or social websites. In those circumstances, you get a built-in minute to pause and take a deep breath before responding.
Think before you act. If you’re able to do so, you can take actions to help the customer feel better.We’ll discuss some of those particular steps later on in the program. It can sometimes seem unfair to need to keep your cool when a customer is angry or upset. I try to look at it another way. When a customer is upset, consider accepting the challenge of helping them feel better. It is not easy, but you will understand
Listening with compassion
Let us take a few moments to discuss empathy. Empathy is defined as the identification or vicarious experiencing of their feelings, thoughts, or attitudes of another. To put it differently, it has the ability to understand what another person is feeling or thinking. In customer service, we will need to take this a step farther. We will need to demonstrate that comprehension to our clients. Psychologists call this investigation.
It makes the consumer feel okay for feeling the way they do. Failure to validate a client’s negative emotions can cause them to feel even worse.
Helping the consumer be right
You have probably heard the expression The customer is always perfect. Like many client service professionals, this expression has always bothered me a bit because the reality is that the customer isn’t always perfect. Even if the customer is wrong, you do not argue with them. You simply find a better solution.
These same principles apply to written communication, particularly when that communication is public. Arguing with a customer on a negative Google inspection or a critical Tweet will not make your organization look any better. In actuality, it may even scare away other potential customers.When responding to an angry client in writing, remind yourself that the focus is helping them become right even if they start out wrong. Irrespective of who’s responsible, helping clients be right is a excellent way to demonstrate compassion, avoid arguments, and ultimatelymake your clients feel better.
Client support professionals should have two aims when helping an angry customer.First, we would like to help them feel better. This takes care of their emotional needs. Second, we will need to attempt and solve the problem. That protects their rational needs. Solving the problem can be challenging when we get stuck on the negative emotions. We may find ourselves getting caught up in the fight or flight reaction, lacking compassion, or arguing with the customer. None of them are productive.