Top 7 Things you should know before you talk to your neighbor Difficult Customers

Top 7 Things you should know before you talk to your neighbor Difficult Customers   1. Anger is rationality.   Angry customers can not rationalize. This is because they are conditioned to the feelings of anger, that whatever you say, filtered through their emotions. Anger is a feeling and emotions are on the right side of the brain. Rationalizing, problem solving, listening, and negotiating are all left brain activities and your angry customer is sitting on the right side of the brain, and therefore can not be expected to rationalize with you.2. Anger must be acknowledged.   It is not productive for you to ignore the anger or tiptoe around him. There is something known as the chain of communication. When people communicate with each other, we expect that the person or persons who are communicating with to respond or react? This response or reaction is a chain of communication. Otherwise, the Commission's communication chain disconnected? Broken. For example, if I am in my office on foot and say ... ? Sherry hello, how are you? .... and she says nothing, you? s broken the chain of communication. And that leaves me feeling uncomfortable, perhaps embarrassed.If a customer expresses anger and not react to the chain of communication is broken and the customer feels as if they are not always that you hear. So the customer can talk to his point. You can even angrier and more difficult because, at that door to feel heard and understood. You can always from your angry customer angrier by the recognition of their anger and respond to them. You can go back to anger with a statement, how? Of course, you? Re excited, and I want you to know that we do this it is equally important to me as it is for you. This statement addresses anger and professionally? without the customer even angrier. Now that anger has been acknowledged, you have the communication chain.3. First, the widespread anger. Research has shown that an approach to the problem that emphasizes anger diffusion first results in a lower payment by the company. If this is your first time to spread anger and then in the solution of problems, you will notice that the communication is much easier / because the client is able to really listen to them. Problem solving is now possible, because the client is calm and able to rationalize. The beginning of the problem to be solved before widespread anger and makes your job much more difficult, because the customer is emotional and not able to rationalize. If you try to solve the problem or negotiate, we are almost always more to offer to the customer as you would if you are already widespread anger.Now success before you know that the anger against the rationality and the anger that has answer make sure that you do not? t ignore the score? s expression of anger, which are for spreading the anger and the silence before the start of the process of problem solving. If you do, you? Here you will find quickly react to anger with much more ease and confidence.4. The issue is not the problem.   In conflict situations, the issue at hand is not usually? Really? Issue. The way the problem is the real question. What is really important for customers is not the $ 2 overcharge or the fact of their order of blueberry red is the color red actually Holly Berry. What matters is how the company has responded and resolved the problem. This is the real issue.5. Ventilation is crucial.   An angry customer can be compared to a volcano erupting. When a volcano is erupting, there is nothing we can do about it. Is this possible? T Acceleration of eruption, it can be? T a lid, and you can not, directly or redirect? She had to go. If a customer is upset, they need to live, and their anger? With aeration. We should not be interrupted or them? Calm. That would be pointless because, like trying to tame a volcano. A volcano erupts and finally grants. Your clients get angry and vent down.6 finally calm. An apology is not.   An apology is the angry customers feel heard and understood. It diffuses and anger and you can begin to retu to the trust. Moreover, pilot studies have shown that the simple act of apology has dispute resolution, and the cost of defense. You need to apologize to customers regardless of fault. Sure, apologies must be carefully formulated. Here? And an example of a sincere apology but careful:? It is my sincere and without apologies for any inconvenience this may have caused you. 7th You can not win an argument with a customer.   Of course, the number and the last word. You can correct, but with regard to your customers? S spirit is conceed, you are probably just as useless as if you made a mistake. Your goal in complaint situations is to ensure the customer is not right. If you win the argument, it may well have lost the customer. The only way to make the best of an argument is it.When you? Re dealing with angry customers, be sure to recognize their anger that the client-to-mouth, and with attention the issue with tact and diplomacy. If you do this, will you? Noting that the spread of rabies is much easier and you? Ll significantly reduce your stress level.When? Re dealing with angry customers, be sure to recognize their anger that the client-to-mouth, and with attention the issue with tact and diplomacy. If you do this, will you? Noting that the spread of rabies is much easier and you? Ll significantly reduce your stress level.Myra d'Oro is an award winning professional speaker and the principle of Myra Golden Seminars, LLC, a company with customer service training by food and beverage industry, banking, healthcare, hospitality and other areas. Their clients are McDonald's, Johnson & Johnson, Coca-Cola, Frito-Lay, tires, Michelin, Pirelli, and Procter & Gamble, among many others.For hundreds of ideas for improving service for the customer to use service training, visit the portal for customer service training, by clicking