Great point Marsha. Ultimately the customers have a goal in mind or questions they want answered. So it's our job to ensure that they leave us achieving that goal.
Dr. Jean Norris
I think one of the best ways to handle a non friendly customer is to listen to them and find out why they are not happy with your company. Once you find out the problem, do your best to come up with a solution that the customer will accept and be happy with.
make sure to listen to the needs of the customer, and stay focus on that need. Smile and be as helpful as possible and ensure them that you are there to help them achieve what they came in to do.
You bring up a very important point Sharon. If you're in a situation where the customer is clearly upset and perhaps ranting and raving, we need to take the steps of effective conflict resolution which starts with staying calm and listening to the person to understand their perspective. Until we listen to their side of the story we can't know what the next steps should be, which could include bringing in the help of a "higher up". Other great tips for resolving conflict is to attack the problem, not the person, and to focus on the future rather than the past. Thank you for your post.
It depends upon the degree of dissatisfaction that the customer is experiencing as to how you handle the situation. If the customer is ranting and raving, you need to try to calm them down as much as possible and then listen to what their complaint is. It may be something that can be handled quite simply but if not, you may need to employ the services of a "higher-up" to remedy the problem.
There is nothing more powerful than being heard. If you listen first you have the opportunity to understand the other's perspective. Thank you for your post.
I think the best thing you can do is just listen. Most people who are unhappy just want to be heard. After you have heard them, it's important to then summarize back to them how they are feeling. This way you will both be on the same page and hopefully allow for a peaceful and easy resolution.
I think you need to take the time to listen to them. A lot of the times they just want to be heard.
Center yourself first so that you can give that person your undivided attention. Have a smile on your face and make good eye contact so that they feel you only interested in them. After greeting them, actively listen to what they say. Make sure your body language and tone of voice is reflective of being interested to what they are saying to you.
Therese - great suggestions. I would also suggest asking questions from an appreciative inquiry perspective to encourage positive responses. Questions such as, 'What would be a positive outcome from this meeting?' or 'How can I assist in improving this situation?' Listening with your ears, eyes and heart can help to understand the perspective of your customer.
Acknowledge their concerns/misgivings. Be a good listener. When you feel them "soften", introduce gently how you can help them get what they need.
