Retail Associate Training: Dealing With The Upset Customer

Customers stop buying from a particular business for the following six reasons. 
- Die
- Move away
- Form other interests
- Go to the competition
- Are unhappy with the product
- Were served by someone who was rude or indifferent to them

Customers Could Be Upset Because…
-  You or someone at your business promised something that was not delivered.
-  They were already upset at someone or something else.
-  They are tired, stressed, or frustrated.
-  They feel like a victim - not much power in their lives in general.
-  They feel no one will listen to them unless they yell.
-  You or someone in your business was rude, indifferent, or impolite.
-  They were told one thing by one staff member and told something else by another.
-  They didn’t feel they were listened to.
-  Prejudices: they may not like your hair, clothes, makeup, etc.
-  They made a wrong assumption as to what your business could do for them.
-  They were told they had no right to be angry.
-  They were given a smart or flip reply.
-  They were screened on the telephone.
-  They were embarrassed about doing something incorrectly.
-  Their integrity or honesty has been questioned.
-  Someone in your business argued with them.

Upset Customers Want...
To Be Taken Seriously
Customers do not want a response like, “You’re kidding!”, “No way”, or “You have to be joking!” They want you to be professional and confident, and to respond seriously to their concerns.

To Be Treated With Respect
Upset customers do not want you to look down on them. They do not want to feel that you are thinking that you are a better person than they are. They want you to treat them and their concerns with respect. This may be difficult when customers are clearly at fault but are trying to blame your organization.

Immediate Action
Customers do not want you to look into it next month, next week, or even tomorrow. They want you to do something now. Show your concern by moving quickly to resolve the problem.

Compensation
Customers want someone to pay for the damage done, and perhaps their time, inconvenience, or pain.

Someone To Be Reprimanded Or Punished
Make sure customers know that action will be taken, even if you are not the supervisor. Report the incident to the supervisor so he can explain the problem to your co-workers and avoid similar problems in the future.

To Clear Up The Problem So It Never Happens Again
Sometimes, customers just want to know that some action has been taken so that no one will have this problem again. Make sure they know you will report the problem to the person who can take care of it.

To Be Listened To
What upset customers want first is to be listened to. It is difficult to listen carefully in tense situations.

Dealing with Angry Customers…
If you deal with people at your work, you will probably run across angry or hostile customers. This is never an easy situation to deal with, but by following a few simple tips, you can make the situation as productive as possible.
Prepare yourself to be sworn at, made fun of, made to feel scared, threatened, or harassed. Unfortunately, it seems to be part of working as a customer service professional. Customers come in all shapes, sizes, and with various temperaments.
It is not a good idea to respond to a customer’s attitude with the same kind of behaviour. This will only serve to “fuel the fire”, and may make the situation worse.

However:
- You do need to deal with these angry customers.
- In order to deal most effectively with them, it is important to know why the customers are behaving the way they are.

Why Do People React This Way?
There are many reasons why people get angry at a business, but mostly, it is because they feel that they have not received what they feel is rightfully theirs. The following are some examples:
 the best price quality items good service fast service attention from staff

These reasons may make a lot of people angry; however, most people react differently. We may get angry, and verbally let the person know we are angry and dissatisfied with the service we have received or the product that we have purchased. Other customers may choose to stop shopping in that particular store, so they avoid the situation altogether. Still others may choose to react violently and abusively. With each of these people, there is a story behind why they are so angry. Most angry customers have learned when they rant and rave, they often get what they want. They are probably the people who were schoolyard bullies!

Remember:
- Violence is a learned behaviour.
- The attitude is “If I react this way, I will get what I want.” Or “I will scare the person into doing what I want.”

Most people do not act this way...but the ones who do really make it rough for everyone else. Remember that you, as a customer service professional, need to stay calm and act in a professional manner. Your job is to try and calm them down, and if not, then to keep yourself and other customers safe.

To Diffuse Customers’ Anger:
- respond slowly help customers feel that they have choices do not become angry treat customers as individuals and show concern for their needs
-  put yourself in their situation

How To Deal With Angry Customers
Don’t Get Angry
You need to stay in control of your emotions. Your anger will only make the situation worse and make customers angrier. It is hard to stay calm when you feel you are being attacked, but if the situation is to be resolved, you need to stay in a frame of mind where this can happen. Remember to:

-  breathe deeply and slowly
-  stay cool

Anger Is An Emotion That We All Have
Remember that anger is one of the many emotions that we all feel. We have the right to feel angry. Allow customers the opportunity to vent. When they feel like someone has listened to their problem, they are more likely to calm down and talk about a solution.

Why Are Customers Angry?
Usually when customers are angry it is because they are feeling unappreciated and helpless. It is a reaction we have when we feel attacked or wronged. It is your job to try to find out why customers are angry.

The Source Of The Anger
Although angry customers are directing their anger at you; it is not personal.
It usually has nothing to do with you as a person. It has more to do with you as an employee of the business they have a problem with. You represent the whole organization and are immediately available to customers.

Anger vs. Aggression
If customers become aggressive, then back away from the situation. Aggression crosses the line from expressing anger, to intent to scare or hurt someone or damage something.

Stay Focused On Solving The Problem
Angry customers are unable to talk about a solution while they are venting.
It is your job to stay on track. Keep trying to find an acceptable solution; either a decision to be made or an action that needs to be taken.

Let Customers Know You Understand The Situation
Listen to customers and then state the situation as you heard it. For example, “You are angry because the toaster you bought last week is broken, and you feel it should be replaced. Is that the situation as you see it, Mr.
Jones?” This shows customers you have heard their concerns, and they may begin to calm down.

Praise Yourself For Handling The Situation
Give yourself a pat on the back for handling a difficult situation well.

Seek Help When Necessary
Don’t be afraid to call on co-workers to help you handle the situation.
Sometimes, just having someone within listening distance is helpful.
Unfortunately, angry customers are an everyday part of dealing with people.
Don’t take it personally. Just deal with them the best you can, and try and help them resolve their problem. Most important of all, remember: you cannot make all customers happy.

When Anger Changes To Violence Or Abuse
Anger is an emotion that people have a right to express. However, they do not have a right to take their anger out on you. Sometimes, angry customers cross the line and start to make us fearful. Violent or abusive customers will try to:
make you feel that you are not capable of doing your job manipulate you make sexist or racist remarks swear threaten you throw things give you “the finger” stand very close to you

All of these things are used to control you and your actions. Sometimes, the situation will escalate and customers will become physically violent. As someone working in customer service, you need to be prepared for this kind of behaviour and try to avoid it. However, you may still have to deal with abusive customers. They may touch you (grab you by the shoulder, arm, or wrist), shove you, or even worse. Remember, customers like this are rare. In situations like this, your first priority becomes keeping yourself and your other customers safe. If you feel a customer has crossed the line and become violent or abusive and you are afraid for your safety, you need to:
-  stay calm!
-  get the attention of aco-worker, who may have already noticed the situation
-  politely ask the customer to leave
-  call the police if necessary
Trespassing notices can be served stating that this customer is not allowed on the premises. Sign it, have a witness when you give it to the customer, and send a copy to the local police station.

Words that make a difference
- The words you use with customers can either help communication along or block it. The following are examples of statements that will either “block” the communication with customers or “help” the communication.
- If customers do something wrong, point out the mistake indirectly. They may be embarrassed by the mistake. Customers may get angry because of the mistake and try to blame you. Even if customers are wrong, the time to point it out is not when they are angry.
- Don’t blame customers. When explaining what went wrong, use an indirect approach or “I” statements as much as possible.
- Use “I” instead of “YOU”
- Use Impersonal Statements
- Avoid Giving Orders
- People like to be given a choice. Ask customers pleasantly to do something and explain how it will be to their benefit. People don’t like to be given orders.
- “Always” and “never” sound critical and uncompromising. Use “often” instead.
- Avoid Causing Defensiveness
- “Cost” sounds negative. It can imply time, aggravation, and other things in addition to money.
- Take Responsibility
- Tell customers what you can do together; not what can’t be done. If you cannot help, connect the customer with someone who can. Even if the customers’ needs are not within your job duties, never tell them that.
- Tell them how you can help.
- People don’t listen to what you say before the “but”; they concentrate on what follows. Use “and” instead, so they will listen to the whole sentence.
- People don’t like to have problems. They also don’t like others to know they have problems.

Communication Blockers

- There are a few areas on this form that we need to complete.
- You didn’t do this right.
- You’re wrong.
- I can see that there has been a misunderstanding.
- You’re confusing me.
- I’m confused.
- You have to...
- Will you...please.
- Wait here.
- I can’t...
- It’s not my job.
- You never do it right.
- This is often completed incorrectly.
- You’re always late.
- This payment is often late.
- You filled this out but...
- It will cost you...

Communication Helpers

- I don’t have the authority. However, Mary should be able to help you. Let me get her.
- Let me see what I can do to help. John is the specialist in that area. Let me get him for you.
- You filled this out well, and...
- The rate is...
- What is your problem?
- Would you mind waiting here while I speak to my supervisor?
- Please tell me what happened.

Seven Steps For Handling Difficult Customers
1. Remain Calm
Do not react with anger or tears. If you are getting to this point, excuse yourself and take time to calm down. When excusing yourself, do it in a way that shows your interest in serving customers. For example:
-  “Excuse me a moment while I check the policy on this.”
-  “I would like to get my supervisor’s opinion on this.”
-  “I need to verify some information in the file.”

2. Allow Customers To Express Their Concerns
Until customers have had a chance to express their concerns, there is no point in interrupting. She/he won’t hear you at that point. Let them get what they need to say off their chest and listen for key points in what they are saying. Keep eye contact with customers.

3. Show You Understand
Acknowledge customers’ emotions. For example,
-  “I understand that you are angry; I would be too.”

4. Restate The Problem
After customers have described their concerns, restate the problems. It could be that you have interpreted the situation quite differently from your customers.

5. Find Agreement - Get On Their Side
After you have a good understanding of the problem, be certain to find a solution that both you and your customers can agree to.
-  “Yes, I can see where the problem is. Let’s see if we can fix it.”

6. Gently Confront
Say the person’s name at the beginning of your sentence. Most people listen when they hear their own names. Ask them nicely to let you help them.

7. Transfer Or Delay Your Customers
Sometimes you can’t do anything to calm customers down. If this is the case, pass them over to another employee or your supervisor. Be sure to provide all the details. Often, all it takes is a fresh face saying the same things you have already stated.

When Customers Are Showing Impatience…
When customers begin to show impatience, you should:
Remain cool and efficient.
Pick up your speed.
Smile more and say less.
Thank them for waiting.

When faced with difficult customers you should…
Your choices below will show the type of helpful customer service you believe in.

- Show a slight amount of disgust on your face so customers will know you consider them a problem.
- Smile, be polite, but put customers down with a slight challenge in your eyes.
- Stay cool and be patient; let customers talk out their anger.
- When dealing with customers, don’t take anything that is said or happens personally.
- Walk away.
- Become distant and less cooperative yourself.
- Calm customers by asking, “Are you trying to give me a problem?”
- Start to whistle.
- ‘Give back the kind of behaviour you receive.
- Immediately put a pleasant smile on your face and say to yourself, “I will show everyone I can handle this.”