So what do you do
to keep your cool when the customer is chewing
you out? Most of the time, it is not even your fault. It could be that
the problem was with a product or a service delivered by someone else in
your organization. You're getting the blame because the unhappy person
found you first, and it's not pleasant. When faced with angry people,
there are four key steps that will help diffuse the situation.
Step one is to apologize. "But," you say, "it's not my fault." It
doesn't matter who's to blame; apologize anyway. As a
representative of your company you have a responsibility to see that
things go well. Your willingness to be accountable will have a positive
effect. After all, it takes two to have an argument. If one of you
refuses to be disagreeable you can't
have a disagreement. You are not accepting blame-you are simply
saying, "I'm sorry about the problem." You are wasting your breath
unless you apologize with complete sincerity so be sure that your tone
of voice matches your words.
Step two is to sympathize with the irate customer. Let the person know
that you can identify with his feelings. Say that
you understand the frustration of receiving a faulty product or poor
service. The angry person begins to feel better as soon as his reaction
is validated.
Step three is to accept responsibility for the situation. Be accountable
to the customer. Let him know that you intend to do whatever it takes to
make things right. You can't help what has already happened, but you
will come up with a solution to the problem or you will find someone who
can.
The last step is to take action. Decide what you can do and tell the
customer. You will replace the defective or incorrect
product as quickly as possible. If the issue was poor service deliver
better service. Whenever you can offer a bonus of some sort or waive
fees, the tiger before you is transformed into a
pussycat.
Use the acronym "ASAP" to remember these four steps for calming upset
customers. Each letter stands for part of the process.
A is "apologize."
S represents "sympathize."
A stands for "accept responsibility."
P means "prepare to take action."
Nothing will be solved by becoming argumentative and reactionary.
Instead, diffuse the client's anger by being
apologetic and sympathetic and focus on positive steps that will resolve
the situation. Before you know it, your adversaries will become your
allies.
Oh yes, remember to smile. It will make everyone feel better and behave
better.
Lydia Ramsey is a businessetiquette expert,
professional speaker, corporate trainer and author of MANNERS THAT SELL
- ADDING THE POLISH THAT BUILDS PROFITS. For more
information about her programs, products and services, e-mail
her at lydia@mannersthatsell.com or visit her web site
http://www.mannersthatsell.com
