Masonry Magazine July 2001 Page. 40
ANGRY CUSTOMERS: A STEP-BY-STEP GUIDE TO TURNING THINGS AROUND
by Richard Ensman
Something has gone wrong. You can see it in the customer's face, which is turning beet red. He may be raising his voice, or issuing veiled threats.
Your knees feel a bit weak at this verbal onslaught and you're frantically trying to compose a response while keeping your emotions in check.
You could easily encounter this situation. In fact, you probably do every so often. Handling it effectively is easier than you think if you develop and practice anger response skills. Here's what they're all about.
THE BEGINNING: THE FIRST 30 SECONDS
First and foremost, listen. And listen immediately. No delays. And as you listen, remember the triggers that can deepen customer anger: a seemingly uncaring attitude, argumentation, or officious bureaucratic behavior.
As you size up the offended customer, gauge his emotional type: Is he a methodical inquisitor? An avenger? A bureaucrat anxious to catch someone breaking the rules? A righteous victim? Understand his emotional type, and you'll be able to gear your conversation accordingly.
As the customer speaks, listen with your entire body. Arch forward a bit. Keep your head erect. Gaze at the customer, and nod as he emphasizes key points. At the same time, however, guard against displays of emotion on your part, however upset or angry you may be feeling.
If you should find yourself becoming defensive or angry, count to ten (yes, this technique really does work) or breathe deeply for a few seconds.
After the customer gets the conversation going, signal your willingness to continue: invite her to sit down, step over to a more private location, or enter your office. This simple action on your part symbolizes your interest in the customer and sets the tone for a productive resolution of the problem.
THE CONVERSATION: 2 ΤΟ 10 ΜΙNUTES
Allow your customer to blow off steam if he must. Early in the conversation, let her know that you take all complaints very seriously and that you're seeking a resolution of the problem.