By Sara El Kareh
You can never know whether your day at work will be just and amazing day or simply an annoying and bothering one. Some people cannot control their actions or words when things go wrong. It is hard to respond professionally when all is a mess. In other words, it is almost impossible to be kind to someone who isn’t showing you kindness in return.
We usually don’t know how to act cool when the customer is mad or unsatisfied, especially that most of the times, the mistake isn’t yours; maybe it’s a problem in a service delivered by another one in the company, or a mistake in a product. You are the first one to be blamed because you are the first one who appeared in front of the customer. You will surely dislike this situation. However, when you find yourself in a similar case, you should follow 4 major steps in order to handle the situation.
- Apology is a must. You don’t have to explain that it is not your fault. All you have to do is apologize no matter what. Since you are acting as a representative of the company in this situation, you are responsible to make sure things go well. It is helpful when you act liable. Eventually, when one of both arguers refuses to disagree, then there can’t be an argument. Make sure that you apologize in a sincere way and with a tone that fits the words.
- Show your angry customer your support. Make sure he knows that you understand exactly what he’s feeling. Let him know that you totally comprehend what it is like to receive a faulty product or a wrong service. When the mad person’s reaction is certified, he will be definitely feeling better.
- Be responsible for the error. Show the customer that you are accountable. Make sure he knows that you’re willing to do whatever needs to be done to fix the problem. You can’t really delete what happened, but you can find a solution for the issue or you will make someone find one.
- Make decisions. Be able to decide what you want to do in order to fix the situation. Make sure you know what to tell the costumer. Give him the solution he needs, such as offering to replace the faulty product with a new one. If the problem was in the service, offer to deliver a better one. Try to offer some bonuses and act like you should before you are in a weak position.
You must use ASAP, which stands for, apologize, sympathize, accept responsibility, and prepare to action. If you get angry and argumentative, nothing will be solved. You will only worsen the situation and. Concentrate on ASAP steps and be sure that you will come up with a solution. In this way, instead of being an enemy to the customer, you will be his ally.
Finally, don’t forget to smile, for it will be better for everyone and for the situation.
One more thing: remember to smile. It will make everyone feel better and behave better.