Good Cheer is the best way to handle customer complaints.
Respond with warm, loving, unruffled cheerful concern no matter how outrageous their complaints. Remember, a certain percentage of the population is drugged out or crazy. You are probably not personally responsible for their problem. The more outrageous their behavior, the more certain you are of their crazy / drugged out status.
Be Cheerful and Unruffled. Don’t give an angry person control of your thoughts, feelings or actions. 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 often not resolved by logic. Some value, right or need they hold dear has been violated or they feel unloved and unappreciated. Logic doesn’t meet these needs, love does.
Show you care when you can't change things. 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 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, 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. Your personal security is paramount.
Let it go quickly. Don't give them control of your thoughts, actions or feelings. Smile, give yourself a big hug, laugh and be glad you don't behave that way. Think of the misery they cause themselves and people close to them. Feel sorry for them.
Give yourself another big hug and let it go! Continue to enjoy a beautiful day as quickly as you can.
Copyright © 2008, Michele Moore. All Rights Reserved. Email Michele at MicheleMoore.com for reprint permission. Comment below
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