Why Be Nice to Angry Unhappy Customers? | #PeopleSkills #CustServ
by Kate Nasser | 2 Comments »
What do your employees think of angry unhappy customers? How do they react and respond to angry unhappy customers? Do your employees ask you this eternal question ….
Why Must Employees Be Nice to Angry Unhappy Customers?
We could fall back to the old saying, the customer is always right . Yet if that answered the question, customer service staff wouldn’t still be asking it. Give your employees the following simple truth in response to their persistent question.
The simple truth is be nice to angry unhappy customers because being bad to them doesn’t solve the problem. Treating angry customers badly doesn’t stop their anger.
If you treat customers badly, they won’t treat you well. They will box even harder. Moreover, they will remember it and start out mad the next time IF they come back to your business.
Why Your Angry Response Won’t Change Behavior of Unhappy Customers?
Customers will fight you back because they sense a loss of their dignity. When they initially get angry about the service, they aren’t intentionally assaulting your dignity. They are dealing with how they feel about the bad service.
They expect you to be understanding when they are angry. When you get angry, you confirm their belief that you don’t know how to treat customers. So they continue being angry.
Show Unhappy Customers Your Professional Caring Skills
Remember these 5 ways to stay calm and caring with upset customers.
Recognize that your chosen work is a key link in the chain of success not life in chains.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
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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.
Keep Customer Service Employee Morale High!
Buy Kate Nasser’s new book Leading Morale (Amazon.com).
When I read your simple truth here, it landed. It’s easy when tempers are rising to respond with the same but it does not make a bad situation better – ever. It really is a remarkable customer experience when you make contact angry and ready to rumble and the customer service person is on your side, focused on making things right.
Exactly Alli. The customer service pro can turn almost any situation around. I always ask those I teach, what do you want to change when the customer is irate, angry, upset, unhappy? If your answer is “the customer”, you’re in the wrong job. Because you can’t change other people. If your answer is, “We want the anger to go away,” then don’t feed it with your own anger!
When a person knows what they want and where they’re going, they don’t self-sabotage with random acts.