I offer products and services to the public. Deciding to do that means I automatically have to accept that I will get complaints.
Some people decide they are allowed to be nasty and abusive.
I have a very specific process for handling those complaint conversations, and it’s something you can use all throughout your life as you deal with people that are…disagreeable.
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Hope this helps!
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AMA (Ask Me Anything): Here Are The Answers (Part 2)
AMA (Ask Me Anything): Here Are The Answers (Part 3)
AMA (Ask Me Anything): Here Are The Answers (Part 4)
AMA Answers Part 5 Plus A Medical Warning
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OMG, what an absolutely, unbelievably, MIND-NUMBINGLY, RIDICULOUSLY
positive way to approach relationships–something I need to practice more. My inner curmudgeon is way too fond of common-to-the-Internet attitudes.
So True.. Love the subject and the examples and response. Have a Wonderful Day!
Yes this should be very helpful for everyone to reinforce what we sometimes forget.
This resonated with me just as much on the personal relationship front. Unnervingly apt timing at the moment! These are universally useful tools, so thank you.
While I don’t always agree with saying “I understand” to someone because as I have sometimes experienced, it can feel condescending, however … I LOVE I would feel that way if I were in your shoes.
Having said that your compassion shows and you are so right, when we put ourselves out there we need to be prepared for complaints. Thanks for this new tool, I will tuck it near the top of the many gems I have received from you already :)
I was working at a U-Haul when a guy in a truck pulls up to me in the parking lot, rolls down his window, and starts screaming at me because I supposedly insulted his wife. I very calmly told him that I hadn’t. He proceeded to threaten me with physical violence (which would have been bad because I think I had gotten my black belt around that time). I stayed calm and told him again and again, using gentle language, that I hadn’t even talked to a female customer recently. Eventually he calmed down and apologized. Thanks for the video David.
I think that you find more customer vitriol on line than in person. I’ve been in front line retail for more years that I thought was necessary, and I’ve gotten more bile over the phone and in email than to my face. I do like the way you handled the customer, and I like your version of “I understand” (I’m lifting that phrase for myself, if you don’t mind). I’ve found that if I listen to what they’re saying rather than trying to fill the space with my own voice, we get to a solution faster, whether the customer has a need that needs to be filled (“Do you have a such and such?”) or a complaint.
Of course, there are some customers that cannot be appeased or satisfied. At one job I had, there was a customer who was not happy with what we had done for her, which was over and above the normally excellent service we provided our customers. It got to the point that out COO, who knew all about this before I got that customer on the phone, picked up the receiver and, after talking to her very calmly for five minutes, told he to take her business elsewhere and capped it by saying “I’m firing you as a customer”. That story is now part of the company legend.
Then there was the drunk customer who I was ringing out at the register and was being verbally abusive to me. I just politely smiled and nicely parlayed with him, much to his consternation. He eventually went with the F Bomb, and I replied using a line I’d gotten from a Live Journal account: “Only if we can cuddle later.” (my wife likes that line). He apologized the next time I saw him. Go figure…
Perfect. Thanks for the visit.