Calmly Managing a Dissatisfied Customer
10 August 2012
Read by 1573 persons
Facing a disgruntled customer, it is essential to remain calm. How to proceed when you know they are wrong, but you still want to serve them well?
"It's all in the art of listening and defusing the emotion before starting to address the problem," says Ghislaine Labelle, an organizational psychologist at Groupe Conseil SCO and a certified human resources consultant (CRHA). "We put up a kind of symbolic screen, telling ourselves: I'm receiving what the person is saying, but I'm not responsible for it. I'm here to understand their need and see how I can resolve the situation."
Anny Cauchon specializes in learning, quality, and development at Telus. She trains 411 agents, particularly on how to manage difficult customers. "Even if the customer insults you, tell yourself that they are yelling at you because you are there, but that they are angry with the company," she specifies.
According to Nicolas Chevrier, a work psychologist at Sequoia Psychological Services, staying calm means not getting emotional. "To achieve this, try to stay focused on the objective: what can I do for this customer?, and not on the emotions felt," he says. The situation often requires putting your pride aside. "We must be highly adaptable," he argues.
Maintaining Trust
Even if you know from the start that the person may be wrong, "the first reflex you should have is to reassure the customer that you are there to try to resolve the problem," says Ms. Labelle. To reduce customer aggression, reassuring words can be used. For example: "I'm here to listen to you, and together we'll find a solution to your problem."
"The worst thing to do would be to say: it's not my department, it's not my problem, or it's impossible that this happened. In short, avoid denying the customer's reality," says Ms. Labelle. The key is to explain the situation without using the words: "you are wrong."
Using the same language and tone as the customer, or replying to their attacks, is counterproductive, according to Ms. Cauchon: "Don't get into the customer's game. Use the formal "vous", remain polite in all situations," she concludes.
Aude Marie Marcoux.
Jobboom.com
Posted on August 10, 2012.
"It's all in the art of listening and defusing the emotion before starting to address the problem," says Ghislaine Labelle, an organizational psychologist at Groupe Conseil SCO and a certified human resources consultant (CRHA). "We put up a kind of symbolic screen, telling ourselves: I'm receiving what the person is saying, but I'm not responsible for it. I'm here to understand their need and see how I can resolve the situation."
Anny Cauchon specializes in learning, quality, and development at Telus. She trains 411 agents, particularly on how to manage difficult customers. "Even if the customer insults you, tell yourself that they are yelling at you because you are there, but that they are angry with the company," she specifies.
According to Nicolas Chevrier, a work psychologist at Sequoia Psychological Services, staying calm means not getting emotional. "To achieve this, try to stay focused on the objective: what can I do for this customer?, and not on the emotions felt," he says. The situation often requires putting your pride aside. "We must be highly adaptable," he argues.
Maintaining Trust
Even if you know from the start that the person may be wrong, "the first reflex you should have is to reassure the customer that you are there to try to resolve the problem," says Ms. Labelle. To reduce customer aggression, reassuring words can be used. For example: "I'm here to listen to you, and together we'll find a solution to your problem."
"The worst thing to do would be to say: it's not my department, it's not my problem, or it's impossible that this happened. In short, avoid denying the customer's reality," says Ms. Labelle. The key is to explain the situation without using the words: "you are wrong."
Using the same language and tone as the customer, or replying to their attacks, is counterproductive, according to Ms. Cauchon: "Don't get into the customer's game. Use the formal "vous", remain polite in all situations," she concludes.
Aude Marie Marcoux.
Jobboom.com
Posted on August 10, 2012.
