When was the last time you had to deal with difficult customers? Perhaps external customers, but it may be the internal customer as a member of your team, or even a colleague - your boss!
I'm sure you still want to provide exceptional service to customers both your internal and external. However, in the real world, things go wrong and errors occurred. This "customer" rule often a level of service based on how to respond to the error. Do well and they'll probably forgive you and possibly even say positive things about your business or your abilities to other people.
The important thing to realize when dealing with angry customers, whether internal or external, is that you do not need to deal with their feelings, and then deal with their problem. Customers prone to disorders of strong feelings when their product or service offering and they will probably want to "dump" these feeling on you.
You do not deal with their feelings by concentrating on solving the problem, it takes more than that. Here are some ideas (5) that address the human needs of clients:
1 - Do not let them - have moved away from the emotion and focus on active listening and non-defense. Customers may make disparaging and emotional remarks - do not rise to the bait.
2 - Listen - listen - listen - Figure It seems that your listening. The customer wants to know that you care and that you are interested in their problem.
3 - stop saying sorry - sorry overused word, and everyone says that when something goes wrong and it has lost its value. How many times have you heard - "Sorry" bout that give me the details and I will arrange it for you. "Much better to say:" I apologize for ...... " If you really need to use the word sorry, make sure to include it as part of a complete sentence. "I'm sorry, I did not receive this information, as promised, Mr. Smith." (This is also a good practice to use the name of customers in a difficult situation).
4 - empathize - use empathy is an effective way to cope with feelings of customers. Empathy is not an agreement or acceptance of what the client is saying and feeling. Basically, the message - "I understand how you feel." It is clear that this must be a real answer, customers realize if you are not honest and it feels condescending. Examples replies empathy - ". I do not know what you mean "" I understand that you're angry, "or again, these responses must be true.
5 - Building a relationship - sometimes be useful to add the phrase response of sympathy, include yourself in the picture. - "I can understand how you feel, and I do not like it either when I wait." This has the effect of mounting on the client side and builds harmony. Some people get customer service involved in this response, because they believe it will lead to -. "Why not do something, then" The majority of people do not react that way if they know that you are sane and care. If they do, then continue to sympathize and tell the client that you need to do in this situation. "I will report to my manager" or "I'll do my best to ensure this does not happen in the future."
Make no mistake about it, the customers, whether internal or external, are driven by their feelings first. It is therefore important to use human responses in any interaction, especially when the angry customer or anger. If customers feel like you and you are interested in, then they are more likely to accept what you say and forgive your mistakes.
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