Try throwing glitter, not shade, the next time you have an upset customer come your way. It’s easy to slide to the negative when that’s what is coming your way. Those moments make it seem impossible to extend kindness when you are being verbally attacked or met with another not-so-easy type of customer. They may have more things going on outside of your interaction with them than you could ever realize.
First, take a breath and try to determine what customer type you are interacting with. Visit the PostBack Training Center to read our PostieDex Guide to Customer Types to get familiar with different customers that may come your way.
We’ve listed some suggestions below for diffusing a tense customer service experience. However, you should always abide by your company’s policies. PostBack’s tips are here to support your team, but we are not responsible for how you choose to conduct your business.
3 Ways to Throw Glitter, Not Shade with Upset Customers
- Listen first — It’s easy to jump into a back-and-forth with an upset customer. We don’t know what they’ve been doing with during their day. Start by listening to what they have to say.
- Acknowledge — Acknowledge their point of view. When emotions are running high, sometimes a bit of acknowledgement can diffuse the most upset customers. One strategy is to repeat back to them what their concern or issue is to make sure that you understand what they are asking for. Try something along the lines of “thank you for explaining that to me. I can understand how that can be frustrating.” Be sure your response does not
- Throw some glitter — Now it’s time to bust out some positivity… but not in an obnoxious way. Find something to compliment them on, but be sure it’s genuine.
Read our PostieDex Guide to Customer Types to prepare yourself and your staff for all types of client interactions. Dig in and find moments to throw some glitter to lift the mood. It’s amazing how much a simple act of kindness can completely transform an interaction. Your client may also appreciate the gesture so much that they not only return themselves, but also spread the word to their network to support your business.
