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Don't take it personally -

It can be easy to let a frustrated customer fluster you. It’s important to remember that their anger is directed at the situation, not you. Focus on resolving the issue professionally and promptly.

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Stay calm and breathe deeply - In order to keep things from escalating, it is important to keep a calm demeanor. Take a deep breath to center yourself, and then remind yourself that you know how to handle situations like these.

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Clarifying the situation at hand -

To help prevent misunderstandings, wasted time, and further anger, briefly summarize their issue to ensure you're on the same page. Use a phrase like, "So, if I understand correctly, you're having trouble with…"

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Kill 'em with kindness -

A calm and helpful demeanor can disarm even the most aggressive or upset customer. Use a friendly tone, smile (even if over the phone), and aim to help them as best as possible.

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Document everything -

Keeping a clear record of the interaction, including the customer's details, the issue, and the resolution, thereby protecting yourself, the customer, and the employer. Later it can be difficult to recall small details.

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The "thank you for bringing it to our attention" script -

Thanking a customer for bringing an issue to your attention shows that you value their feedback and are interested in continuous improvement.

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Validate their feelings - Let them know you hear them by utilizing sentences like, "That sounds frustrating," or "I hear your concerns…." This shows you value their perspective, and their business.

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Offer options, not ultimatums -

Customers want solutions, not threats. Present a menu of ideas to help their problem, instead of dictating what will happen. This fosters a collaborative environment where they then feel empowered.

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The "broken record" technique -

If an upset guest or customer keeps repeating themselves, calmly reiterate your position using the same phrase each time. For example, "I understand your frustration, and we're here to help. Let's explore some options...."

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Empower your team -

Often overlooked, but so important, is autonomy. Equip your team to offer reasonable solutions on the spot. This empowers them to resolve issues efficiently, and reduces customer frustration.

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Focus on "we" not "you" -

Create a win-win, teamwork-focused environment using "we" language. "We can work on a solution together" sounds more positive than, "You need to realize that…."

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Be future oriented - Briefly acknowledge their complaint without getting bogged down in specifics. It looks something like: "I hear you're unhappy with X. Let's see what we can do to make this right."

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Mirror their tone (carefully) -

Mirroring a calm, collected tone will help validate their feelings, while mirroring assertiveness establishes control without hostility. Completely avoid mimicking a yelling or upset customer, but use a firmer voice if needed.

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The power of appreciation -

Take the extra minute and thank the customer for their patience and understanding. It can go a long way! It acknowledges the difficulty of the situation and shows your appreciation for their cooperation.

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Active listening is key -

Do your best to really pay attention to their concerns. Secondly, be sure to acknowledge their frustrations using phrases like "I can understand why you're upset," and show empathy to build rapport and trust.

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Set realistic expectations -

Be upfront about which solutions are possible and in what time frame. This type of transparency builds trust and avoids future disappointment. For example, "We can definitely offer a replacement, but it takes three days to arrive."

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Focus on the positive -

End the interaction on a positive note, thanking them for their business and wishing them a great day. This leaves a lasting impression and encourages them to return.

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Offer a discount (if applicable) -

If the situation warrants it, a discount, coupon, or voucher can be a goodwill gesture that shows the customer you value their business.

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The de-escalation script -

Training your team ahead of time on de-escalation techniques sets everyone up for success. This could include phrases to acknowledge frustration, offer solutions, or even to redirect the conversation.

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Offer a follow-up -

A simple follow-up email or phone call shows the customer you genuinely care about their experience. By asking if they were and are satisfied with the resolution, you give yourself the chance to address any lingering concerns.

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Empower customers -

Offering self-service options like online FAQs or knowledge bases empowers customers to find solutions on their own, and reduces the burden on the team.

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The "yes, but" technique - Acknowledge their point and follow it up with a solution-oriented statement. "Yes, I understand there was a delay, but we can offer you expedited shipping to get it to you faster."

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Walk away (if you have to) -

If a customer becomes too abrasive or even abusive, know your limits. Politely excuse yourself, explain you'll get a supervisor, and offer to take over when things calm down. Your safety and well-being are important!

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Post-interaction team debrief -

Make sure to learn from difficult interactions and discuss them with the team to identify areas for improvement. What went well, and where could things be done differently next time?

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Emphasize your values -

Remind the customer of your company's commitment to excellent service, products, or offering. This reinforces the idea that you care about their experience and are committed to it being a positive one.

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Use silence strategically - Sometimes, all a customer wants is to be heard. By allowing a ranting customer to vent their frustrations without interruption, you give them the opportunity to blow off steam, which can make them more receptive to solutions.

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Reward positive interactions -

Recognizing and rewarding the team for handling difficult interactions well reinforces positive behaviors and helps keep morale high.

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Invest in customer service training -

Regularly train your team on navigating difficult interactions. The more prepared they are, the more confident and effective they'll be.

Sources: (LinkedIn) (Psychology Today) (Right To Be) (Pollack Peacebuilding) (Don't Panic Management)

See also: The zodiac signs most likely to be successful in business

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