Avoid taking the bait whenever you are dealing with difficult customers.
Instead of being passive or aggressive, try being assertive. When it comes to assertion, a good definition would be "Say what you mean, mean what you say, and don't be mean when you say it." Let this rule guide your conversations with all customers and you will always be confident, cool, and in control AND you'll always be professional.
Speaking more slowly is helpful. When you consciously slow down your rate of speech, you'll be amazed at how much more clearly you can think and how much control and confidence you experience. Speak slowly and methodically when your emotional triggers are launched and you'll maintain poise during difficult conversations.
Try waiting 1-2 seconds before you respond. Responding immediately to difficult or tactical customers could result in you saying something you'll later regret. Take a deep breath before you respond, wait at least 2 seconds, then think about the best approach and the best response.
How about taking a time-out? After sensing that your buttons have been pushed, it would be better to take a break. What you can do is tell the customer you are putting him on hold while you review a file or any excuse that you think would work. In order for you to re-group, you would need to get away from the customer for a few seconds.
Use positive self-talk. Don't keep saying to yourself things that will bring you down such as not getting paid enough. Instead, say something that's more positive like "this customer needs my help." Thinking more positively helps you respond more positively and professionally. Negative thoughts lead to negative words, and it spirals into a very negative situation.
Try to show your power before using it. Often, a subtle suggestion of your "power" is far more effective than the outright use of your power. You may have the power to terminate a phone call being a customer service professional. Tell your customer that you will be forced to terminate this call if they don't stop yelling. If you tell them that you want to help them but since they're yelling at you and cutting you off you find it very difficult to work with them and doing this will make you more powerful. Demonstrating your power is the latter statement and your message will definitely get across. If you use the former statement, then you won't usually diffuse an irate customer because it uses up all your ammunition.
Positioning you to keep your cool when customers get hot are these incredibly simple tips.
Instead of being passive or aggressive, try being assertive. When it comes to assertion, a good definition would be "Say what you mean, mean what you say, and don't be mean when you say it." Let this rule guide your conversations with all customers and you will always be confident, cool, and in control AND you'll always be professional.
Speaking more slowly is helpful. When you consciously slow down your rate of speech, you'll be amazed at how much more clearly you can think and how much control and confidence you experience. Speak slowly and methodically when your emotional triggers are launched and you'll maintain poise during difficult conversations.
Try waiting 1-2 seconds before you respond. Responding immediately to difficult or tactical customers could result in you saying something you'll later regret. Take a deep breath before you respond, wait at least 2 seconds, then think about the best approach and the best response.
How about taking a time-out? After sensing that your buttons have been pushed, it would be better to take a break. What you can do is tell the customer you are putting him on hold while you review a file or any excuse that you think would work. In order for you to re-group, you would need to get away from the customer for a few seconds.
Use positive self-talk. Don't keep saying to yourself things that will bring you down such as not getting paid enough. Instead, say something that's more positive like "this customer needs my help." Thinking more positively helps you respond more positively and professionally. Negative thoughts lead to negative words, and it spirals into a very negative situation.
Try to show your power before using it. Often, a subtle suggestion of your "power" is far more effective than the outright use of your power. You may have the power to terminate a phone call being a customer service professional. Tell your customer that you will be forced to terminate this call if they don't stop yelling. If you tell them that you want to help them but since they're yelling at you and cutting you off you find it very difficult to work with them and doing this will make you more powerful. Demonstrating your power is the latter statement and your message will definitely get across. If you use the former statement, then you won't usually diffuse an irate customer because it uses up all your ammunition.
Positioning you to keep your cool when customers get hot are these incredibly simple tips.
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