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Dealing with upset, angry and demanding customers
If you work in customer service, then you will deal with difficult customers at times. Some of us are in roles where we are regularly dealing with people who are upset, angry or demanding - think call centres, school staff who are dealing with problem parents, or agencies that give out financial or material assistance.
Fortunately, there are measures you can put into place to turn many of these customers around or at least ensure your personal safety while dealing with them. Which of the following are relevant for your role?
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Make a good first impression: It is very frustrating for customers when those meant to be taking care of them are not attentive. Try to answer calls promptly and greet customers quickly when they enter your workplace. Use the customer’s first name if you know it and let them know yours. People want to deal with a real person, not someone who has a work persona, speaks to them in a work voice, and is more focused on their work agenda than the customer.
Ask how you can be of help or anticipate what they are needing and offer this. Here the most important thing is that you project a demeanour of being helpful and wanting to work things out if they are unhappy. If you have the mindset right, your behaviour and body language will tend to follow naturally.
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Don't take it personally: Yes, they may well be upset at you or your workplace. Yes, they may well be yelling at you. But remind yourself that it is the situation that is frustrating for them or other challenges in their life about which you are unaware. The more you can attribute their behaviour to external factors rather than a personal attack, the less offended and intimidated you will be.
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Give genuine empathy for their situation: Often behind such ordinary behaviour is a need to be heard and to have the frustration of their situation properly acknowledged. People need us to understand how frustrated they are feeling. If we are able to do this well, this will put them in a better position to hear what we have to say. "You are very concerned about ... and you need to see someone as quickly as possible."
Of course, empathy is more than saying the right thing. It has to be done genuinely. Though if you can fake genuineness, you'e got it made! Sometimes, you can elicit empathy from the customer which can help to moderate their behaviour. Eg. "I'm sorry, I'm new here / unwell / young / having a bad day. It would really help me if you keep your voice down."
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Offer what you can: Upset customers usually want more than words. They want action. If you are dealing with upset customers on a regular basis, you should have some ideas as to what you can offer. Otherwise, clarify with your manager. You could say, "How about we sit down and work this through?" Or "I will look into this and get back to you this afternoon."
We cannot always give people what they want, but we can often give them some of what they want or need - genuine empathy and an explanation. You could say, "Unfortunately, the person you need to speak with is unavailable at the moment." Or "I can't give you a complete refund because the store policy is that I need a customer docket to do so. But I can give you a credit for the same amount."
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Watch your body language: When you are wanting to project a positive demeanour, look at the customer, use an upward inflection in your voice, and have your palms facing upwards. When you are wanting to project confidence, use their name, have a downward inflection in your voice, and have your palms facing downwards.
Direct negative energy away from you by focusing on a third point. For example, you could direct negative energy to notes you are taking about their concerns. When you speak, you look at your notes, gesturing towards the notes with palms down, saying with a downward inflection something like, "This is what you are unhappy about!" The eye contact, upward inflection, and palms up come when there is a positive energy. "I am sure we can work something out. Can I give you some information about how we do things here?"
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Change the audience: Sadly, some customers behave at their worst if they have an audience nearby and will behave better if you can move them away from others. You might say, "Come with me and we'll sort this out." as you move towards an interview room. Once you get them there, you might want to offer them tea or coffee. I have found also offering people a chewy biscuit a good way to slow them down.
Other times, some customers will behave better if other staff simply lend their physical presence. People who are patriarchal will often behave better for a male. Conversely, those who are behaving poorly for a man may settle when a woman is speaking with them.
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If needed, call for backup: If you have reached the limit for the number of swear words you can tolerate or you are concerned for your physical safety or that of others, you need to have some way of calling for backup support in a discreet way. Common ways of doing so include the use of code words, understood only by staff. For example, 'Red Folder' means please give me back up support.
Of course there are also personal alarm systems or those located discreetly under desks. Alarm systems are not necessarily expensive. Some workplaces simply use a wireless doorbell button located under the reception desk with the doorbell itself located where colleagues are normally present. In high-risk workplaces, code words and alarm systems need to be tested and rehearsed on a regular basis, otherwise staff will wonder what you mean when you keep asking for a red folder!
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If there are safety concerns, exit the situation: You could simply say, "Excuse me while I look into this for you." Or "I will get the manager to come and have a chat with you." In extreme situations, you might be using your second code word, such as 'Black Folder' which means please give me back up support, call the police, and evacuate the building or go to a secure room.
Hopefully, you will never have to use this. But I can think of workplaces that have been exposed to extreme violence where this would have been helpful. This is why it always helps to have your back close to a ready exit.
You are welcome to forward this article onto others who may be interested. If your workplace regularly deals with aggressive customers, then check out my training program, Defusing Explosive Situations: Managing Aggressive Behaviour. I am available to run a customised version of this program for your workplace.
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Ken Warren BA, M Soc Sc, CSP is an expert on People Management Skills and Human Behaviour. With his engaging, interactive and positive presentations, Ken has shown thousands how to improve team performance, provide great customer service, and enhance staff resiliency. Check out all his FREE resources at www.positivepeoplesolutions.com.au
  
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