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1. Trying to resolve the problem too quickly.
Customers need to vent and work through their emotions before being ready to listen to how to resolve their issue. Let them talk.

2. Not considering their feelings.
Customers want to feel that you care. One technique to do this is to first identify with their emotions, then look to find ways to solve their problem. For example, you might say “I can hear you are angry, let me take a look at your issue and see what I can do to help”.

3. Failing to listen to get to the real problem.
When customers are upset, they will spend much of their upfront time with you describing the symptoms of their issue. It is important that you ask clarifying questions to get to the root cause of the problem.

4. Telling the customer to calm down.
This will only incite the customer more and make them feel you are patronizing them. Instead of saying “calm down” replace it with something like: “I don’t blame you for being upset” and then see if you can diffuse the situation from that point.

5. Answering emotion with emotion.
It is a natural human response to lash back when someone is lashing out at you. However, this will only serve to escalate an already charged situation.

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One Response Comment

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    Jim Matorin  January 20, 2013 at 3:00 pm

    #6 Act indifferent. Might be a generational thing, but man lately some of the younger folks I have dealt with in difficult situations behaved like robots.


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