9to5 life of a professional has many hazards. All those associated with the service industry are well aware of the hazards of dealing with customers on a day-to-day basis. Although most dealings pass by without any incident, there are times when a customer may become extremely upset. Handling such a situation requires special skills and the best way to approach the problem is to remember that every complaint is an opportunity to improve your relationship with the customer. Below are some useful tips about how to deal with a customer.
Here are a few hr tips:
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Keep calm and don’t get defensive.
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Put yourself on the same physical level; stand if the person is standing, or if it seems more natural, invite the person to sit down too.
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Let your facial expression, body position, gestures and tone of voice show your concern for the customer.
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Adopt sympathetic tone of voice. Nod your agreement at the appropriate times- it lets the person know that you are o their side.
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Give the person your undivided attention and maintain eye contact.
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Your body language should be directed towards the other person, for example, lean towards the person s you sit in your chair.
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Even if you believe the complaint to be unjustified, acknowledge whatever is right abut it.
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If a mistake has truly been made, admit it. Do not excuse the error or minimize it.
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Offer to follow up, but NEVER admit that the complaint is common one.
There is nothing wrong with saying, “I’m sorry” on behalf of the organization. This is not always passive, it is often appropriate. You can apologize and still maintain your dignity. It is all in the way you handle the problem.
