Do not feed when dealing with difficult customers.
1. Be positive-not active or passive. The definition of my claim is simple: “say what you are saying, mean what you are saying, don’t make sense when you say it.” Use this rule And lead conversations with all customers. That way you will always be confident, cool, managed and always professional.
2. Speak slowly. You’ll be amazed at how clearly you can think and how much control and confidence you can experience when you deliberately slow down your speech. Speak slowly and orderly when an emotional trigger is initiated and stay calm during difficult conversations.
3. Wait 1-2 seconds before answering. If you immediately respond to difficult or tactical customers, you will regret. Before responding, take a deep breath and wait at least 2 seconds to think about the best response and best approach.
4. Time out. If you feel that the button has been pressed, take a break. You can tell your customers if they need to be put on hold while reviewing a file, or if there is a good excuse at that time. The point is to be able to regroup the group away from the customer for a few seconds.
5. Use positive self-talk. This sounds like Dr. Phil but I am very serious. Instead of telling myself, “I can’t get enough rewards to endure this ____”. Say something more positive, such as “This guy really needs my help.” Thinking more positively helps you respond more aggressively and professionally. Negative thoughts lead to negative words and fall into a very negative situation.
6. Show power before use. Often, a subtle suggestion of your “power” is much more effective than a full use of your power. As a customer service specialist, you have the authority to end the call. You can say to the customer: “If you don’t stop screaming, I will end this phone.” But it may not be believed, but “I want to help you If you say “makes it harder for you to work with me when you anger and cut me off”, you are much more “powerful”. The latter sentence shows that your power and your message are most reliably transmitted. The previous statement used up all the ammunition and usually doesn’t spread angry customers.
These incredibly simple tips will put you to keep you cool when customers get hot!