Organisme Formateur agréé par Emploi-Québec - Agrément # 0057911

Le blogue de Solutions & Co.

Le blogue de Solutions & Co.

Tips & Co. #407 - Anger clouds rationality and problem solving

An angry customer is simply incapable of rationalizing the situation. They are so caught up in their emotion that it (the anger) filters all their words. Anger is an emotion, and like every emotion, it is felt in the right hemisphere of the brain. Rationalization, problem solving, listening and negotiation are activities of the left hemisphere of the brain, but your belligerent customer is trapped in their right hemisphere.

At this point, don’t expect them to be able to rationalize the situation with you. Solving their issue would be pointless; instead, try to maintain control of the situation, to avoid worsening it even more. And don’t go antagonising a mad customer!

  240 lectures
240 lectures

Tips & Co. #402 - Aggressive customers

What to do when a customer is aggressive? First, ask yourself what could drive someone to become violent and what the factors are that create and increase anger. Few people become suddenly violent; oftentimes, violence and aggressiveness are a last resort “solution” to try to regain control of a situation that’s been rotting for some time. This is why it is important to know how to prevent and defuse difficult situations.

That being said, when a customer is getting angry… they truly are and they can choose unpleasant behaviours that can and must be handled. But there are behaviours that are considered unacceptable: violence, threats and insults.

In those situations, it is useless to try being heroic, but important to maintain a safe environment. Anticipate an action plan allowing you to put an end to the exchange, to ask the customer to leave, or to call for help if needed.

  344 lectures
344 lectures

Tips & Co. #387 - When the customer is angry

Remember that the customer is angry at the situation. You are not part of the problem; you are part of the solution! What could you say to a customer to make them understand that you are part of the solution and not of the problem?
  • “I can certainly look at it immediately.”
  • “I am on it as soon as I hang up.”
  • “I am on it and I’ll call you back in an hour.”
Not taking it personally is not that easy! But when we do it, we become defensive, which damages your credibility.
  386 lectures
386 lectures

Tips & Co. #382 - Is the customer always right?

The customer is not always right… Evidently, you could make your point, even have the last word. You might even be right. However, right or wrong, your effort will be in vain: It is not possible to win an argument with a customer.

Your goal is to acquire, maintain, and increase a loyal clientele, not to be right. If you win the argument, you might damage your relationship with the customer. Whether your organization is private or public, it is always a LOSING outcome for YOU.

The customer isn’t always right but he is the customer. We have to find a fair solution that answers his requests while respecting the needs of the organization!

  515 lectures
515 lectures

Tips & Co. #377 - Saying ‘NO’ to the customer

No customer likes to be told “no”. However, like it or not, the circumstances sometimes force us to say “no”. But, this does not have to become a negative situation.

Here are some ways to respond to the challenge:

Tell the customer what you can do.
“I can issue a credit for the value of the merchandise and you can use it at your convenience.”

With tact, explain why you cannot honour the customer's request.
“When a product works as expected, without defects, we cannot take responsibility and, as a result, we cannot offer financial compensation.”

Suggest an alternative.
“I need to get approval from my manager before I can _________________. In the meantime, I can ___________________. Does this work for you?”

Focus on the positive.
“Thank you for contacting me regarding this problem” or “The information you have given me will help us make improvements.”

Remember that you are saying “no” to the request, not to the person.

  440 lectures
440 lectures

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Xavier Aymé, Chef des opérations | Mercator Canada Inc.

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