Customers Frustrating You? Stay Professional in Unfair Moments!
In my previous post, 5 Powerful Beliefs to Win Over Rude Angry Customers. I explained 5 ways to stay objective and caring with rude or angry customers.
One customer service representative left the following comment riddled with frustration and posed a heartfelt question. I felt what she was going through and promised I would write this post to respond.
I’m having a very very difficult customer service day, and am trying to talk myself off the ledge. Specific to my current customer service issues, I am convinced that it doesn’t matter how nice you are, how much you let them vent, how much you empathize with them, how much you don’t interrupt, how much you try to help, there are just some people who you cannot make happy no matter what, and that’s what I’m dealing with right now. Frustration is a good way to describe this.
My question is: When is enough enough? When should respect be commanded? ~Wendy Y.
Are Customers Frustrating You?
Have you ever felt frustrated with customers just like Wendy? I think most of us would say yes.
- When customers claim we didn’t tell them something when actually we did
- When customers don’t communicate their expectations until they see the solution isn’t working
- When customers change requirements at the last minute
- When customers get impatient with us
Feeling frustrated is human. Wanting to finally show it is also human and very foolhardy.
- It won’t change the customer’s behavior.
- It won’t command or earn you respect. It will cost you.
- It won’t feel as good as you think because you will pay for this moment of revenge in future interactions or lost business.
Picture Customers Frustrating You
Picture yourself feeling frustrated with customers. What are they doing? What do you want them to do — change their behavior? Lashing out at them or giving them sarcastic slams won’t accomplish that.
If you are, as Wendy said, on the ledge and ready to lose it, write down all the reasons the customers might be acting that way. The list will be long and incomplete and there is only one way to work in this state — with a patient positive can-do attitude.
Focus on what needs to be done and do it. Simple! Deliver knowledge with care. It keeps you and the customers moving toward a solution not detouring to the land of emotional squabbles, vengeful dings, hurtful one-upsmanship.
Picture customers frustrating you and remember that customer service is not friendship. It’s not equality. It’s a professional pursuit of objective caring that allows us to be proud and happy when we show patience and restraint in frustrating unfair moments.
Customers frustrating you? Don’t make it a battle of who’s right or wrong. Use your emotional intelligence to show customers how professional, perceptive, and forbearing you are.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2014 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.
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