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Member You - Angry and Abusive Customers - Applying The Right Mindset Makes Your Life Easier
When looking for a job, there are many hurdles to get over. If you are using internet job boards as part of the mix, there are a number of hidden factors related to this activity that every job seeker should consider while searching for employment. No matter what internet resource you are using to search for jobs, it is important to utilize the resource according to its content.There are many popular and not so popular web sites that offer candidates an opportunity browse available job postings. Unfortunately, many of the most popular
Is there more to this defusing mindset? Yes. In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks out about how the successful employees think. They take a fundamental position that goes like this.
When this customer is gone, I want to look back at the way I acted (regardless of how it turned out), and say, with pride, that I acted professionally, and constructi
A positive attitude in the workplace. This is possibly the single best attribute that successful career-minded people have.A positive attitude in the workplace simply refers to the fact that people you come into contact with clearly see that you are someone who cares about work and are someone who they can rely on.Therefore, you are someone they want to be around.Working as a recruiter has allowed me to meet many different people each with their own personality, skills, goals and experience. The one thing that I tend to reme
What's the best way to think about difficult customers? First, a common reaction people have to nasty or abusive people is to feel out of control or manipulated. Unfortunately, if you feel manipulated, you are more likely to react defensively or aggressively, both of which make the situations much worse. So, here's a first thing to remember. It's so important you should memorize it.
I will not allow the difficult, unpleasant person to make me upset, angry, or frustrated. I will not allow this person (who I hardly even know) to ruin my day, or make me unhappy, because in the scheme of things this person is not important enough to control my life (is anybody, really?).
Second, you need to be clear about your goals when you face a nasty customer. Is it to get even? To humiliate? Often your initial gut reaction to such people is to show them up...to fight back. While that's a normal reaction, guess what happens if you try? The interaction goes on much longer than it would otherwise. And as the situation goes on longer, it's likely to get worse, more upsetting, particularly if the customer decides to go over your head.
You need to be practical and realistic here. Put aside the getting even part (remember, you aren't going to let the customer get your goat), unless you want more unpleasantness. Here's a simple set of goals you can work towards.
* I want to deal with this person professionally.
* I want to end this nasty interaction as quickly as possible (which means NOT throwing gasoline on the fire).
By working towards these simple goals, you will do your job more effectively, and act in ways you can be proud of. Let's make no mistake here. You don't have to like the nasty person, or even wish them well. But what you should be doing (for your own benefit) is to continue to act professionally and calmly, and to avoid doing anything that will prolong the visit to hell the customer is trying to inflict upon you. It's to your benefit to do so.
Is there more to this defusing mindset? Yes. In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks out about how the successful employees think. They take a fundamental position that goes like this.
When this customer is gone, I want to look back at the way I acted (regardless of how it turned out), and say, with pride, that I acted professionally, and constructiv
There is a concept in the military called a force multiplier. This is anything that increases the effectiveness of the military unit. Like a machine gun verses a single shot rifle. The machine gun is several times more effective than the rifle. Thus, the machine gun can take the place of a whole group of riflemen.The main force multiplier of the modern business world is technology, and computers are our machineguns.Technology allows the small business owner to compete with big corporate organizations. Consider.Force Multi
What's the best way to think about difficult customers? First, a common reaction people have to nasty or abusive people is to feel out of control or manipulated. Unfortunately, if you feel manipulated, you are more likely to react defensively or aggressively, both of which make the situations much worse. So, here's a first thing to remember. It's so important you should memorize it.
I will not allow the difficult, unpleasant person to make me upset, angry, or frustrated. I will not allow this person (who I hardly even know) to ruin my day, or make me unhappy, because in the scheme of things this person is not important enough to control my life (is anybody, really?).
Second, you need to be clear about your goals when you face a nasty customer. Is it to get even? To humiliate? Often your initial gut reaction to such people is to show them up...to fight back. While that's a normal reaction, guess what happens if you try? The interaction goes on much longer than it would otherwise. And as the situation goes on longer, it's likely to get worse, more upsetting, particularly if the customer decides to go over your head.
You need to be practical and realistic here. Put aside the getting even part (remember, you aren't going to let the customer get your goat), unless you want more unpleasantness. Here's a simple set of goals you can work towards.
* I want to deal with this person professionally.
* I want to end this nasty interaction as quickly as possible (which means NOT throwing gasoline on the fire).
By working towards these simple goals, you will do your job more effectively, and act in ways you can be proud of. Let's make no mistake here. You don't have to like the nasty person, or even wish them well. But what you should be doing (for your own benefit) is to continue to act professionally and calmly, and to avoid doing anything that will prolong the visit to hell the customer is trying to inflict upon you. It's to your benefit to do so.
Is there more to this defusing mindset? Yes. In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks out about how the successful employees think. They take a fundamental position that goes like this.
When this customer is gone, I want to look back at the way I acted (regardless of how it turned out), and say, with pride, that I acted professionally, and constructi
I write some of my best articles, books, and coaching and consulting proposals in the wee hours of the morning, long before dawn.Officially, this is not during a 9-5, business day, is it?What if I wanted to sell these precious hours to an employer, with the assertion that this is when I perform best? Do you think I could line-up a job, say with a publisher, to come into headquarters between 1-5 in the morning?Probably, not, right? After all, who is going to supervise me? Will the lights and air conditioning even function at
Second, you need to be clear about your goals when you face a nasty customer. Is it to get even? To humiliate? Often your initial gut reaction to such people is to show them up...to fight back. While that's a normal reaction, guess what happens if you try? The interaction goes on much longer than it would otherwise. And as the situation goes on longer, it's likely to get worse, more upsetting, particularly if the customer decides to go over your head.
You need to be practical and realistic here. Put aside the getting even part (remember, you aren't going to let the customer get your goat), unless you want more unpleasantness. Here's a simple set of goals you can work towards.
* I want to deal with this person professionally.
* I want to end this nasty interaction as quickly as possible (which means NOT throwing gasoline on the fire).
By working towards these simple goals, you will do your job more effectively, and act in ways you can be proud of. Let's make no mistake here. You don't have to like the nasty person, or even wish them well. But what you should be doing (for your own benefit) is to continue to act professionally and calmly, and to avoid doing anything that will prolong the visit to hell the customer is trying to inflict upon you. It's to your benefit to do so.
Is there more to this defusing mindset? Yes. In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks out about how the successful employees think. They take a fundamental position that goes like this.
When this customer is gone, I want to look back at the way I acted (regardless of how it turned out), and say, with pride, that I acted professionally, and constructi
Recently a survey was done with Americans to ask them if they believed in global warming and the question was quite simple which do you believe; Global Warming or Global Warming? Surprisingly enough 90% of the people said global warming. A few people didn't understand the question because it did not sound like a choice and therefore they did not answer.Just because 90% of people believe something does not make it true and it is irrelevant to use a survey put on by the mass media hysteria asking the people who have been viewing their progr
* I want to deal with this person professionally.
* I want to end this nasty interaction as quickly as possible (which means NOT throwing gasoline on the fire).
By working towards these simple goals, you will do your job more effectively, and act in ways you can be proud of. Let's make no mistake here. You don't have to like the nasty person, or even wish them well. But what you should be doing (for your own benefit) is to continue to act professionally and calmly, and to avoid doing anything that will prolong the visit to hell the customer is trying to inflict upon you. It's to your benefit to do so.
Is there more to this defusing mindset? Yes. In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks out about how the successful employees think. They take a fundamental position that goes like this.
When this customer is gone, I want to look back at the way I acted (regardless of how it turned out), and say, with pride, that I acted professionally, and constructi
Executive coaching is here to stay…Retaining the services of an executive coach or mentor represents what I believe to be the ultimate business advantage available to professionals. With the numerous studies that have been authored which provide ample data affirming the extraordinary results that can be achieved through utilizing an executive coach I'm always amazed at the number of professionals who don't yet have a coach on retainer. In today's blog post I'll examine the reasons why I believe all (yes I said all) executives and entrepreneurs s
Is there more to this defusing mindset? Yes. In my work with thousands of employees stuck dealing with angry, difficult or hostile customers, one thing sticks out about how the successful employees think. They take a fundamental position that goes like this.
When this customer is gone, I want to look back at the way I acted (regardless of how it turned out), and say, with pride, that I acted professionally, and constructively, and did not stoop to the childish (aggressive, nasty, etc.) level of the unpleasant customer. I never ever want to feel that I acted badly.
Conclusion
You might notice something about what's written above...something that's different than what others focus on. I don't focus on how it's "good" to be nice to unpleasant people. I don't tell you to smile when you are having your butt kicked verbally. And, I don't hammer on the usual value of customer service. That's because I know that the reason you should work to learn how to defuse angry people is FOR YOU. The benefits and advantages of doing so are overwhelming in terms of reducing stress, enjoying the job and feeling a sense of job satisfaction. Remember that. It's for YOU. And by serving the "better part of yourself, you will, coincidentally, be offering better customer service and become a more effective contributor to your organization.
(c) 2005, Robert Bacal, Bacal & Associates. You are welcome to "reprint" this article online as long as it remains complete and unaltered (including the "about the author" info at the end) all links are made live, and this copyright notice and indication of authorship are included.
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