No matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers.
I know that’s an easy question, but here’s the problem:
Very few people in customer service actually get the training they need to get an angry customer to back down, regain control and gracefully respond to the customer who demands to speak to a supervisor.
So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers.
On the way into my office this morning I stopped to get coffee and breakfast for my team. I don’t do this often enough. When I managed a call center, I would regularly pick up donuts or pastries. I have to do better in my own company. Do you bring treats in for your team? If so, how often do you do it? I need the motivation to get back in gear.
I wanted to treat my small team today for working so hard over the weekend and yesterday into the evening on the big project of moving our entire eLearning roster and training modules to a new hosting site.
My first stop was at a fast food restaurant. I pulled up to the window, and this is what I heard. “Welcome to _____. Order when you’re ready.” The welcome, if you can call it that, was delivered loudly, matter-of-factly, and it even suggested that I needed to hurry up and order, and not wait until I was ready.
I placed my first order. I barely finished my sentence when the person said; “Your total is $5.12 at the first window.” I still had several more items to order! When I awkwardly said, “I actually have more things I’d like to pick up today.” the lady said, “Go ahead when you’re ready.”
I finished up this tedious ordering process, and 10 minutes later I was in the drive-thru at Starbucks, which is next door to the fast food place.
I pull up to the Starbucks drive-thru, and I am greeted with: Continue reading “The Most Crushing Mistake Most Customer Service People Make: Not Being Friendly o_O”