Well, it seems that today is turning into a tip day!
Rona of Berry-Morins Bits and Tips points us to Myra Golden's "First Aid Kit" in dealing with difficult customers. I would like to highlight Tip #5: Use positive self-talk:
"I'm going to sound like Dr. Phil on this one, but I'm quite serious. Instead of saying to yourself, "I don't get paid enough to put up with this ____." Say something more positive like "This guy really needs my help." Thinking more positively helps you respond more positively and professionally. Negative thoughts lead to negative words, and it spirals into a very negative situation."
I believe it's very important to stay positive in any difficult situation. Sure, I understand it can be hard when you have someone standing in front of you or on the phone who is expelling negative energy. Try to remain calm and let that energy just slide off you - at the same time being mindful that there is definitely something positive to take away from the situation. It's true that negative thoughts spiral into a more negative situation...similar to the snowball effect. You'll be amazed how a situation can turn around once you stick with a positive attitude!
Maria, positive thinking not only can diffuse an angry customer, but when combined with empathy it can accomplish what I call a "180" and turn that customer into a extremely loyal one. Those are the turnarounds that really make a difference in developing first-class customer service. Thanks for the tip!
Posted by: Starbucker | June 4, 2006 7:04 AM | Permalink to Comment