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Success With Difficult
Customers - The Mindset
Copyright 2007 By Robert Bacal
We all have to deal with difficult, angry or even
manipulative customers. The process is usually
infuriating, frustrating and time consuming. While it
often seems we are at the mercy of unpleasant customers
(or people in general), that's not really true. By
learning defusing skills, and keeping a mindset that
helps you become immune to the insults, barbs and
attacks difficult customers make, you can reduce the
frustration caused by these situations, while offering
better customer service. In this series of articles
we'll help you with both the skills and mindset to deal
with difficult customer situations. This week, we'll
talk about maintaining a mindset that will provide the
foundation for coping with them. What's
the best way to think about difficult customers? First,
a common reaction people have to nasty or abusive people
is to feel out of control or manipulated. Unfortunately,
if you feel manipulated, you are more likely to react
defensively or aggressively, both of which make the
situations much worse. So, here's a first thing to
remember. It's so important you should memorize it.
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I will not allow the difficult,
unpleasant person to make me upset, angry, or
frustrated. I will not allow this person (who I hardly
even know) to ruin my day, or make me unhappy, because
in the scheme of things this person is not important
enough to control my life (is anybody, really?).
Second, you need to be clear about your goals when you
face a nasty customer. Is it to get even? To humiliate?
Often your initial gut reaction to such people is to
show them up...to fight back. While that's a normal
reaction, guess what happens if you try? The interaction
goes on much longer than it would otherwise. And as the
situation goes on longer, it's likely to get worse, more
upsetting, particularly if the customer decides to go
over your head.
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You need to be practical and realistic here.
Put aside the getting even part (remember, you aren't going
to let the customer get your goat), unless you want more
unpleasantness. Here's a simple set of goals you can work
towards.
By working towards these simple goals, you
will do your job more effectively, and act in ways you can
be proud of. Let's make no mistake here. You don't have to
like the nasty person, or even wish them well. But what you
should be doing (for your own benefit) is to continue to act
professionally and calmly, and to avoid doing anything that
will prolong the visit to hell the customer is trying to
inflict upon you. It's to your benefit to do so.
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Is there more to this defusing mindset? Yes.
In my work with thousands of employees stuck dealing with
angry, difficult or hostile customers, one thing sticks out
about how the successful employees think. They take a
fundamental position that goes like this.
When this customer is gone, I want to look back at the
way I acted (regardless of how it turned out), and say, with
pride, that I acted professionally, and constructively, and
did not stoop to the childish (aggressive, nasty, etc.)
level of the unpleasant customer. I never ever want to feel
that I acted badly. Conclusion
You might notice something about what's written
above...something that's different than what others focus
on. I don't focus on how it's "good" to be nice to
unpleasant people. I don't tell you to smile when you are
having your butt kicked verbally. And, I don't hammer on the
usual value of customer service. That's because I know that
the reason you should work to learn how to defuse angry
people is FOR YOU. The benefits and advantages of doing so
are overwhelming in terms of reducing stress, enjoying the
job and feeling a sense of job satisfaction. Remember that.
It's for YOU. And by serving the "better part of yourself,
you will, coincidentally, be offering better customer
service and become a more effective contributor to your
organization.
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ABOUT THE AUTHOR:
Robert Bacal is a noted author, keynote speaker, and management
consultant. His most recent books include Performance Management - A
Briefcase Book, and The Complete Idiot's Guide To Dealing With Difficult
Employees. The Work911 Supersite contains many more free articles and
tips on a number of workplace topics. Access it at
www.work911.com.
Robert can be contacted via e-mail at
ceo@work911.com or by phone at
(204) 888-9290. |
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