© Shutterstock

Don't take it personally -

It can be easy to let a frustrated customer fluster you. It’s important to remember that their anger is directed at the situation, not you. Focus on resolving the issue professionally and promptly.

© Shutterstock

Stay calm and breathe deeply - In order to keep things from escalating, it is important to keep a calm demeanor. Take a deep breath to center yourself, and then remind yourself that you know how to handle situations like these.

© Shutterstock

Clarifying the situation at hand -

To help prevent misunderstandings, wasted time, and further anger, briefly summarize their issue to ensure you're on the same page. Use a phrase like, "So, if I understand correctly, you're having trouble with…"

© Shutterstock

Kill 'em with kindness -

A calm and helpful demeanor can disarm even the most aggressive or upset customer. Use a friendly tone, smile (even if over the phone), and aim to help them as best as possible.

© Shutterstock

Document everything -

Keeping a clear record of the interaction, including the customer's details, the issue, and the resolution, thereby protecting yourself, the customer, and the employer. Later it can be difficult to recall small details.

© Shutterstock

The "thank you for bringing it to our attention" script -

Thanking a customer for bringing an issue to your attention shows that you value their feedback and are interested in continuous improvement.

© Shutterstock

Validate their feelings - Let them know you hear them by utilizing sentences like, "That sounds frustrating," or "I hear your concerns…." This shows you value their perspective, and their business.

© Shutterstock

Offer options, not ultimatums -

Customers want solutions, not threats. Present a menu of ideas to help their problem, instead of dictating what will happen. This fosters a collaborative environment where they then feel empowered.

© Shutterstock

The "broken record" technique -

If an upset guest or customer keeps repeating themselves, calmly reiterate your position using the same phrase each time. For example, "I understand your frustration, and we're here to help. Let's explore some options...."

© Shutterstock

Empower your team -

Often overlooked, but so important, is autonomy. Equip your team to offer reasonable solutions on the spot. This empowers them to resolve issues efficiently, and reduces customer frustration.

© Shutterstock

Focus on "we" not "you" -

Create a win-win, teamwork-focused environment using "we" language. "We can work on a solution together" sounds more positive than, "You need to realize that…."

© Shutterstock

Be future oriented - Briefly acknowledge their complaint without getting bogged down in specifics. It looks something like: "I hear you're unhappy with X. Let's see what we can do to make this right."

© Shutterstock

Mirror their tone (carefully) -

Mirroring a calm, collected tone will help validate their feelings, while mirroring assertiveness establishes control without hostility. Completely avoid mimicking a yelling or upset customer, but use a firmer voice if needed.

© Shutterstock

The power of appreciation -

Take the extra minute and thank the customer for their patience and understanding. It can go a long way! It acknowledges the difficulty of the situation and shows your appreciation for their cooperation.

© Shutterstock

Active listening is key -

Do your best to really pay attention to their concerns. Secondly, be sure to acknowledge their frustrations using phrases like "I can understand why you're upset," and show empathy to build rapport and trust.

© Shutterstock

Set realistic expectations -

Be upfront about which solutions are possible and in what time frame. This type of transparency builds trust and avoids future disappointment. For example, "We can definitely offer a replacement, but it takes three days to arrive."

© Shutterstock

Focus on the positive -

End the interaction on a positive note, thanking them for their business and wishing them a great day. This leaves a lasting impression and encourages them to return.

© Shutterstock

Offer a discount (if applicable) -

If the situation warrants it, a discount, coupon, or voucher can be a goodwill gesture that shows the customer you value their business.

© Shutterstock

The de-escalation script -

Training your team ahead of time on de-escalation techniques sets everyone up for success. This could include phrases to acknowledge frustration, offer solutions, or even to redirect the conversation.

© Shutterstock

Offer a follow-up -

A simple follow-up email or phone call shows the customer you genuinely care about their experience. By asking if they were and are satisfied with the resolution, you give yourself the chance to address any lingering concerns.

© Shutterstock

Empower customers -

Offering self-service options like online FAQs or knowledge bases empowers customers to find solutions on their own, and reduces the burden on the team.

© Shutterstock

The "yes, but" technique - Acknowledge their point and follow it up with a solution-oriented statement. "Yes, I understand there was a delay, but we can offer you expedited shipping to get it to you faster."

© Shutterstock

Walk away (if you have to) -

If a customer becomes too abrasive or even abusive, know your limits. Politely excuse yourself, explain you'll get a supervisor, and offer to take over when things calm down. Your safety and well-being are important!

© Shutterstock

Post-interaction team debrief -

Make sure to learn from difficult interactions and discuss them with the team to identify areas for improvement. What went well, and where could things be done differently next time?

© Shutterstock

Emphasize your values -

Remind the customer of your company's commitment to excellent service, products, or offering. This reinforces the idea that you care about their experience and are committed to it being a positive one.

© Shutterstock

Use silence strategically - Sometimes, all a customer wants is to be heard. By allowing a ranting customer to vent their frustrations without interruption, you give them the opportunity to blow off steam, which can make them more receptive to solutions.

© Shutterstock

Reward positive interactions -

Recognizing and rewarding the team for handling difficult interactions well reinforces positive behaviors and helps keep morale high.

© Shutterstock

Invest in customer service training - Regularly train your team on navigating difficult interactions. The more prepared they are, the more confident and effective they'll be.

Sources: (LinkedIn) (Psychology Today) (Right To Be) (Pollack Peacebuilding) (Don't Panic Management)

See also: The zodiac signs most likely to be successful in business

© Shutterstock