Cheerfulness is the best way to handle customer complaints, Respond with warm, loving, unruffled concern no matter how outrageous their reactions.
Remember a certain percentage of the population is drugged out or crazy. You are probably not personally responsible for their problem.
Be Cheerful and Unruffled. Don’t give an angry person control of your thoughts, feelings or actions. Just respond with loving warmth. It gets easier with practice.
Don’t cite rules, procedures or schedules beyond your control, it won’t help.
Customer complaints express emotional needs that are usually not resolved by logic. Some value, right or need they hold dear has been violated or they simply feel unloved and unappreciated. Logic often doesn’t meet these needs, love does.
The nicer and more unruffled you are in the face of their craziness, the more outrageous they will seem.
Don’t let them direct the conversation. If someone screams, “Why is this line so long and slow, why don’t you get more cashiers?” saying you’re sorry, the schedule doesn’t allow it, won’t help.
Saying, “Oh, I wish the line was much shorter and faster too, thank you so much for your patience, we really value your business,” affirms their angst in a loving way. You can’t change it, try to find ways to enjoy it.
Answering or reacting to their complaints puts you on the defensive and gives them control of the conversation.
Project positive, loving energy. Look for a security guard and reserve your right to smile, say, Excuse me please” and walk away.
Copyright 2008, Michele Moore. All Rights Reserved. Email Michele at MicheleMoore.com for reprint permission.
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