Welcome back! 

We’ve seen how important it is to appreciate and acknowledge your employees for improved engagement. Engaged employees are far more accountable too.
The same principles hold true when it comes to customer service.  No slick scripts are more powerful than staff who “get it”, and treat customers as the vital ingredient to the success of the business that they are. 

“Every company’s greatest assets are its customers, because without customers there is no company.”

Michael LeBoeuf 

Team members who are engaged and accountable naturally treat customers well. They are well aware of the cost of customer acquisition as discussed in this post.

Just as our energy levels dip at the end of the year, our tolerance and professionalism are at risk of dropping. In direct relation, our customers are stressing and pooped too- which can throw all the great relationship out of the door.

So, to keep our frazzled customers and staff from losing it, here are Ten Tips for Handling Angry or Rude Customers with Grace

  1. Don’t fight back.  Rather take the customer’s side.
  2. Remain calm, polite, and professional – no matter what.
  3. Allow the customer to vent to release the anger, frustration, and irritation that can interfere with finding a solution.
  4. Apologise for the problem the customer is happening.
  5. Don’t take it personally. 
  6. Ask closed-end questions to gain control of the situations.
  7. Put all your active listening skills to work.
  8. Actively empathise – showing respect and understanding.
  9. Once the customer’s emotions are under control, utilise all the resources available to find a solution.
  10. Once a solution is found, inform the customer.
  11. When all is done and the interaction is over, take a few minutes on your own to relax and recuperate.

Remind yourself:

"Your customer doesn’t care how much you know until he knows how much you care.”

Damon Richards

For customised coaching and consulting on remarkable customer service, contact Sonja.

083 256-0378   |   This email address is being protected from spambots. You need JavaScript enabled to view it.

 NEXT WEEK:  Pause for a moment to reflect on the year that was.