Anger Management
How to deal with irate customers without losing your cool
Your grand opening is well underway when a customer starts
pitching a fit at the checkout counter. Don't let this
person's hysterical ranting scare off the other customers, says
Andra Medea, author of Conflict Unraveled: Fixing Problems at Work and in
Families. When unruly customers are really worked up,
they're not even hearing you, she says. Lower the tone of your
voice, take the expression off your face, and place your palms on
the desk to project authority. An uncomfortable smile, backing away
and using a high-pitched voice will project nervousness and cause
the customer to be more aggressive, says Medea.
Take a deep breath, and ask questions. "Get them to
construct a sequence for you," says Medea. Avoid words like
should--say things like, "I'm here to help." Walking
a short distance with a person can also help calm him or her down.
Then outline how you'll deal with the problem.
Problems don't only occur in-store. In a service business,
when a customer calls and clamors for your attention, Medea
suggests that you take a deep breath, take your time, and don't
agree to anything too quickly. Put your customer on hold or call
him or her back to finalize the details once you've weighed
your duties. Finally, fax the customer a confirmation of what
you've agreed on to prevent future misunderstandings. Says
Medea, "In some ways, you're educating your clients how to
work with you and to be civil to you."
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