Now of course you can use the de-fusing strategies I spoke about in Part One, but there are times when a customer's aggressive behaviour passes your limit for what you can tolerate, or you feel that your safety or that of your colleagues is at risk.Here you can use your martial arts training if you wish. Buyers use the fact they needn't work with you on a daily basis as an excuse to vent their frustration by exploding at you.Sometimes such customer-explosions are be triggered by something that you, or your company, did that wasn't to the buyer's liking.However, when Jobs yelled at his chief designer, the chief designer reacted very differently than did most people. The one staff member who wasn't treated this way was a woman who, when he tried it on her the first time, threw a pencil at him and told him to "stop acting like an a------." In short, when you placate, you're just proving to the bully that you're weak and stupid.The bully figures that if you had something valuable to offer, you wouldn't take the guff.You also need to offer quality customer service to every person you encounter.When a customer has an exceptional experience, they tend to write positive online reviews and tell their friends about it.
You can increase your skill in dealing with the difficult people who surround you in your work world. But, how difficult a person is for you to deal with depends a lot on such factors as your self-esteem, your self-confidence, and your professional courage.
Handling even frustrating customers correctly is essential to building customer loyalty.
In fact, eighty-nine percent of people have stopped giving their business to a company after enduring subpar call center experiences, so it’s important to offer them 100 percent, even if they’re not giving you the same respect.
It’s just that when they start to fill you in on the details of their son’s graduation party, suddenly you realize this is going to be a long call, and you have five callers on hold. Here are a few simple tips for handling a Chatty Cathy in the call center: Angry Al is the guy who calls you after he’s already at the end of his rope. They’re frustrated because they’ve tried everything in their power to fix a broken product or find a way to make their product work, but it still remains problematic.
So, by the time they reach you, they’re snappy, annoyed or, worse, actually yelling.