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.
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 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.
Here's a simple set of goals you can work towards.
- I want to deal with this person professionally.
- I want to end this nasty interaction as quickly as possible (which means NOT throwing gasoline on the fire).
The benefits and advantages of doing so are overwhelming in terms of reducing stress, enjoying the job and feeling a sense of job satisfaction. 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.
