During an irate customer interaction it is difficult to not encourage a bad reaction and make the interaction worse. When someone is angry they aren't thinking clearly and become very defensive. It is hard (especially when you know the customer is wrong) to not yell back at the irate customer. I think that the reason for this is that people are just hard-wired to protect themselves and when someone is yelling at you it will get your heart racing and push you to fight back. The customer may even be mad at something else entirely and just project it back on you. Sometimes there is nothing you can do to avoid an irate customer but the onus is going to placed on you to calm this person down and ultimately make them happy even they you just want to do the opposite and fight back. This natural fight reflex causes these interactions to become difficult.
Perry Smeaton The Most difficult part about dealing with an irate customer would be the personal attacks that may happen. But once the customer has settled down a rational conversation would begin. Personal attacks can make things difficult because it damages egos and thats something no one wants to hear, also its difficult because who wants to listen to someone yell at you.
A scenario involving an irate customer can be trying. But ultimately what matters is the products and services rendered. If a technician is in the wrong the only logical move is to own yup to It and make the situation right.
there is a fine line between being irate in a just cause and being abusive maniac dead-set on assault. The most crucial part of the job to me is delivering wether my feelings are hurt or not. BOTTOM LINE
Adrien K - W0177874 If you are dealing with an irate customer, the best thing to do would be to acknowledge the reasons why they are upset and attempt to come to a resolution. Engage the customer politely and apologize if required and fix any mistakes that were made.
The hardest part about dealing with an irate customer would be the potential personal attacks which stem from the situation. Sometimes, when someone is mad they can attack the other person. Personally, I don't appreciate that whether I'm right, or wrong. In dealing with this, I would calmly ask them to lower their voice or tone, and continue to explain the issue to them in a normal matter. Raising your voice as well will only escalate the issue. I'll explain to them the situation, and if I am in the wrong, I'll do what I can to make it proper again.
I believe that the hardest part about dealing with an angry customer will be trying to get the work order form signed. If you feel you have done a quality professional job and the customer is still mad at your work then it will be hard to prove that what you've done was necessary and that you need to get paid for it. I feel this is a difficult situation because sometimes the service call is an easy fix or you have to stand around waiting for temperatures to come down. To the customer this may look like your wasting time and charging to much time for the job.
The most difficult part of dealing with an irate customer would be having to keep calm and not take anything he or she says personally. it would be difficult because you have to keep calm and be professional with the situation and try to resolve it in the most common manner. Chris Surette
One of the most difficult parts of dealing with irate customers would be keeping your cool. Often times when a customer is angry they can say things that are frustrating, or uncalled for. In these situation the best thing you can do is attempt to calm them down and explain what you're doing to their system or equipment and why it has to be done that way. Best case scenario, when your customer is calmed down they will look at you as a professional and will allow you to complete the work unhindered.
Having upset people on the work sit is never a good thing.'' (What part of irate customers process will be most difficult to do)''Its hard to understand '' (Why is it difficult)''because u don't know what they are going through in there life. Or what made them to get to this point...
During an irate customer interaction it is difficult to not encourage a bad reaction and make the interaction worse. When someone is angry they aren't thinking clearly and become very defensive. It is hard (especially when you know the customer is wrong) to not yell back at the irate customer. I think that the reason for this is that people are just hard-wired to protect themselves and when someone is yelling at you it will get your heart racing and push you to fight back. The customer may even be mad at something else entirely and just project it back on you. Sometimes there is nothing you can do to avoid an irate customer but the onus is going to placed on you to calm this person down and ultimately make them happy even they you just want to do the opposite and fight back. This natural fight reflex causes these interactions to become difficult.
ReplyDeletePerry Smeaton
ReplyDeleteThe Most difficult part about dealing with an irate customer would be the personal attacks that may happen. But once the customer has settled down a rational conversation would begin. Personal attacks can make things difficult because it damages egos and thats something no one wants to hear, also its difficult because who wants to listen to someone yell at you.
A scenario involving an irate customer can be trying. But ultimately what matters is the products and services rendered. If a technician is in the wrong the only logical move is to own yup to It and make the situation right.
ReplyDeletethere is a fine line between being irate in a just cause and being abusive maniac dead-set on assault. The most crucial part of the job to me is delivering wether my feelings are hurt or not.
BOTTOM LINE
Adrien K - W0177874
ReplyDeleteIf you are dealing with an irate customer, the best thing to do would be to acknowledge the reasons why they are upset and attempt to come to a resolution. Engage the customer politely and apologize if required and fix any mistakes that were made.
The hardest part about dealing with an irate customer would be the potential personal attacks which stem from the situation. Sometimes, when someone is mad they can attack the other person. Personally, I don't appreciate that whether I'm right, or wrong. In dealing with this, I would calmly ask them to lower their voice or tone, and continue to explain the issue to them in a normal matter. Raising your voice as well will only escalate the issue. I'll explain to them the situation, and if I am in the wrong, I'll do what I can to make it proper again.
ReplyDeleteI believe that the hardest part about dealing with an angry customer will be trying to get the work order form signed. If you feel you have done a quality professional job and the customer is still mad at your work then it will be hard to prove that what you've done was necessary and that you need to get paid for it.
ReplyDeleteI feel this is a difficult situation because sometimes the service call is an easy fix or you have to stand around waiting for temperatures to come down. To the customer this may look like your wasting time and charging to much time for the job.
The most difficult part of dealing with an irate customer would be having to keep calm and not take anything he or she says personally. it would be difficult because you have to keep calm and be professional with the situation and try to resolve it in the most common manner.
ReplyDeleteChris Surette
One of the most difficult parts of dealing with irate customers would be keeping your cool. Often times when a customer is angry they can say things that are frustrating, or uncalled for. In these situation the best thing you can do is attempt to calm them down and explain what you're doing to their system or equipment and why it has to be done that way.
ReplyDeleteBest case scenario, when your customer is calmed down they will look at you as a professional and will allow you to complete the work unhindered.
Having upset people on the work sit is never a good thing.'' (What part of irate customers process will be most difficult to do)''Its hard to understand '' (Why is it difficult)''because u don't know what they are going through in there life. Or what made them to get to this point...
ReplyDeleteJust go with the flow