A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful.\u00a0 When things go wrong, some people lose control.\u00a0 Holding emotions in check and reacting professionally under fire are not always easy.\u00a0 It is particularly difficult to be nice to people who are not being nice to you. \u00a0<\/p>\n
So what do you do to keep your cool when the customer is chewing you out?\u00a0 Most of the time, it is not even your fault.\u00a0 It could be that the problem was with a product or a service delivered by someone else in your organization.\u00a0 You’re getting the blame because the unhappy person found you first, and it’s not pleasant.\u00a0 When faced with angry people, there are four key steps that will help diffuse the situation.<\/p>\n
Step one is to apologize.\u00a0 «But,» you say, «it’s not my fault.»\u00a0 It doesn’t matter who’s to blame; apologize anyway.\u00a0 As a representative of your company you have a responsibility to see that things go well.\u00a0 Your willingness to be accountable will have a positive effect.\u00a0 After all, it takes two to have an argument. If one of you refuses to be disagreeable you can’t have a disagreement. You are not accepting blame-you are simply saying, «I’m sorry about the problem.»\u00a0 You are wasting your breath unless you apologize with complete sincerity so be sure that your tone of voice matches your words.<\/p>\n
Step two is to sympathize with the irate customer.\u00a0 Let the person know that you can identify with his feelings.\u00a0 Say that you understand the frustration of receiving a faulty product or poor service.\u00a0 The angry person begins to feel better as soon as his reaction is validated. <\/p>\n
Step three is to accept responsibility for the situation.\u00a0 Be accountable to the customer.\u00a0 Let him know that you intend to do whatever it takes to make things right.\u00a0 You can’t help what has already happened, but you will come up with a solution to the problem or you will find someone who can.<\/p>\n
The last step is to take action.\u00a0 Decide what you can do and tell the customer.\u00a0 You will replace the defective or incorrect product as quickly as possible.\u00a0 If the issue was poor service deliver better service.\u00a0 Whenever you can offer a bonus of some sort or waive fees, the tiger before you is transformed into a pussycat.<\/p>\n
Use the acronym «ASAP» to remember these four steps for calming upset customers.\u00a0 Each letter stands for part of the process.<\/p>\n
A is «apologize.»
S represents «sympathize.»
A stands for «accept responsibility.»
P means «prepare to take action.»<\/p>\n
Nothing will be solved by becoming argumentative and reactionary.\u00a0 Instead, diffuse the client’s anger by being apologetic and sympathetic and focus on positive steps that will resolve the situation.\u00a0 Before you know it, your adversaries will become your allies.<\/p>\n
Oh yes, remember to smile.\u00a0 It will make everyone feel better and behave better.<\/p>\n","protected":false},"excerpt":{"rendered":"
How To Remain Calm With An Agitated Customer A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful.\u00a0 When things go wrong, some people lose control.\u00a0 Holding emotions in check and reacting professionally under fire are not always easy.\u00a0 It is particularly … \u0427\u0438\u0442\u0430\u0442\u044c \u0434\u0430\u043b\u0435\u0435 \u00abHow to remain calm with an agitated customer\u00bb<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[136,308,96,307,20,130],"class_list":["post-4204","post","type-post","status-publish","format-standard","hentry","category-business-5","tag-bonus","tag-control","tag-cool","tag-joy","tag-organization","tag-smile"],"_links":{"self":[{"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=\/wp\/v2\/posts\/4204"}],"collection":[{"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4204"}],"version-history":[{"count":0,"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=\/wp\/v2\/posts\/4204\/revisions"}],"wp:attachment":[{"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4204"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=4204"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/xn--80adink0ai2d.xn--p1ai\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=4204"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}