Working with the public means that from time to time you will have to deal with an angry or aggressive customer. While this can be a stressful situation, there are a number of things you can do to not only diffuse the situation, but also help you keep your cool, while calming down the customer.
The first thing you need to do when dealing with an angry or aggressive customer is to be clear about what it is you wish to achieve. While you may want to simply get rid of the person, this is not going to be the action you take. Instead, you need to find a way to satisfy the person’s complaint and resolve the issue.
It is essential that you never promise something that you are not able to deliver. While they may feel better right away, the next day, or even the day after is a completely different story. When they realise that you only made the promise to make them happy at the time, they will likely be even angrier when they realise the truth.
When possible, you should take responsibly for what you can. When it comes to someone being aggressive, the last thing they want to hear is that there is nothing you can do, or that you are following company policy. Instead, offer validation for their feelings. In their mind, they have every right to be angry and it is fine to tell them that you understand why they may be angry; however, you need to be trying to find a solution, as well.
When talking with the customer you need to get as many specific details about the way the customer sees the issue. This will not only show them you are interested and care, it will also help you come up with a solution that is satisfactory to your customer.
Even though your natural response to an angry or aggressive customer will be to respond in the same manner, you should avoid doing so. Even if you have to take a minute to compose yourself, do so, you should never allow a customer’s anger to change your perspective.
When it comes to angry customers, it may be natural to simply ask them to go; however, resolving the situation in a positive manner will be better for you and the business as a whole.
For more information on dealing with angry customers, visit the Conflict Resolution Training & Consulting website.
