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Millions of people work in customer service. Customer service roles vary from contact center agents handling enquiries about a 10-dollar bus service to account directors managing billion-dollar clients.
Sooner or later, they all have to deal with angry customers.
I am one of these customer service professionals. Here are a few tricks Iâve learned over the years.
Mindset
Customers can get angry, abusive, or even violent.
Even the angriest customer is unlikely to be angry at you, specifically, if you have the right mindset.
Firstly, check your own emotions and how they affect your behavior.
If a customer starts acting aggressively, check your own pulse rate and heart rate. Is the blood rushing to your head? This is when you have to be still. Responding to anger with anger makes a bad situation worse.
This doesnât mean you have no right to be angry. If someone behaves aggressively, millions of years of evolution have built the âfight or flightâ program into our brains. In this situation, reacting aggressively or running away will not help.
Instead, try and put yourself in the customerâs shoes. The customer wants to go home at the end of the day. He finds out his bus has been cancelled. The next one is in three hours. Or your corporate clientâs IT director has spent half a million dollars on a new computer. It doesnât work. If it canât be fixed, his job is on the line. How would you feel?
The Customer Is Always âEmotionally Rightâ
As Mr. Brian Shore, CEO of ZOOM International says: âThe customer may not always be right, but the customer is always emotionally right.â
Emotion is the key. Emotion drives angry customersâ behavior. Logic will not prevail until the emotion has been handled.
Many try to ignore emotional behavior. Itâs better to openly acknowledge and validate the customerâs emotion. Try this response: âI can see youâre feeling very frustrated/angry about this. If I were in your position, Iâd feel the same way too.â
Show the customer that you have recognized and respect his feelings, and understand the urgency of the situation.
If the customer is still expressing anger, stay silent and let him continue. If you are in a public area, lead him politely somewhere out of public view so that he can âventâ there.
The customer is less likely to feel angry with you specifically. Once he sees you are âon his side,â he may be ready to have a rational conversation.
The worst thing is to tell an angry customer to âcalm down.â This implies that the customer has no right to feel angry at all. Customers donât usually react positively to that. Itâs better to tell the customer that you can see that he is angry, and you want to help him. Then, ask him politely if you can ask these questions to fully understand the situation.
Take Control Of The Conversation
Asking questions allows you to take more control of the situation. Once the customer is answering your questions, use the customerâs name and the âquestion/answer/commentâ rapport-building techniques. (See âfurther readingâ below.)
If you have a lot of questions, let him know to manage his expectations. (âThis may take some timeâmay I ask you some questions?â) If the questions relate to technical details, such as website addresses, credentials, part numbers, etc., you might want to give him a list of questions and some time to find the answers.
Positive Language
Angry customers do not respond well to being told something canât be done. Negative language, offering no solutions, and implying that the customer is to blame does not help the situation, even if it is true.
If what they say they want is not possible, ask more questions to find out what they really want. (Your flight to Manchester is cancelled. When do you need to get there?) There might be an alternative that more or less gives them what they want.
Sometimes ânoâ really does mean âno.â In that case, try to soften the blow, but make sure he understands it really is not possible. Try saying this: âI appreciate that this situation is very frustrating for you. Iâm afraid we canât help you right now. Iâm sorry.â
A couple of very important points.
Never use the word âbutâ after âIâm sorryâ or âI appreciate you are feeling frustrated.â The word âbutâ sends the message âDisregard all the nice things I said before.â
When you use the word âsorryâ or apologize, do not say specifically what you are apologizing for. That may be taken as an admission of liability and used in court. Likewise, if you cannot give a clear and company-authorized reason why something is not possible, itâs better not to explain.
Clear Outcomes & Managing Expectations
Itâs very important to give the customer a clear outcome. If you can solve his problem, the outcome is clear. If not, the outcome is also clear.
If you need more information, or something else has to happen, then make it very clear to the customer what will happen next, who needs to take the next action, and tell him when this is going to happen.
You need to let the customer know what happens next as clearly and accurately as possible. If the news is bad, telling the customer everything will be fine wonât help him, your employer, or you.
To manage your expectations, everything I have written above wonât work every time! There are some problems that cannot be solved, and there are some customers that cannot be helped.
How was it for you?
I love hearing about other peopleâs experiences! Let me know your âhacksâ for dealing with angry customers!
Further reading…
You can read more about rapport building here: Donât Be A Wallflower! A Beginnerâs Guide To Building Rapport
You can read more about positive language here: Positive Language For No-Nonsense Managers
If you are already on the path to becoming a retail manager or are simply considering it, here are some important and interesting things to consider before embarking upon a retail management career.
1. You Must Have The Right Personality
Compare your traits to those commonly found in successful retail managers.
- Results-oriented
- Ability to motivate, train, and develop others
- Strong customer service skills
- Natural leader
- Patient
- Cheerful
- Good communicator
- Professional
- Good listener
- Strong negotiator
2. Retail Management Is More Than Just Sales
Retail managers oversee everything that makes a store work, from behind the scenes functions (such as buying, inventory, and merchandising) to the sales floor (such as sales and customer service). Some common tasks you can expect to perform during your retail management career include:
- Hiring, managing, and motivating a team to increase sales
- Overseeing vendors and the buying process
- Managing inventory
- Creating and maintaining store displays
- Developing and executing sales and promotions
- Analyzing market trends and researching competitors
- Monitoring sales figures and forecasting future sales volumes, and meeting sales quotas
- Dealing with questions, complaints, and comments from customers
- Monitoring budgets, controlling expenses, and maximizing profits
3. Experience Drives Growth
One of the most important factors in getting a job in retail is experience. So, prepare to start in an entry-level job and take the time to learn every aspect of retail while you work your way up to your desired position.
4. You Don’t Need To Have A College Degree
Many retail managers worked their way up to the position from the sales floor, but it’s easier to land the job if you do have a degree. Most have a bachelor’s in business administration and some even have an MBA.
For those without a degree, internal training and development programs will help to propel you forward.
5. There Are Many Specialties In Retail Management
As you move up in your career, you may have the opportunity to specialize in an area that interests you, including:
- Buying
- Pricing
- Merchandising
- Marketing
- Personnel
- Customer service
- Training
- Operations
6. Moving Up Often Requires A Physical Move
As you grow in your career, you are typically promoted by moving to larger stores in larger markets, or to area or regional management. Due to the nature of retail, these positions are rarely in the same city.
7. It’s A Numbers Game
Success in retail is measured purely by sales and profit. Your job will be to improve commercial performance by meeting customer demand, increasing product turnover, and maximizing profitability. Although there are other considerations, compensation is highly dependent on these types of measures.
8. Customer Service Is Paramount
As the saying goes, “the customer is always right.” Knowing that sentiment, retail managers are often presented with the most challenging situations and must exercise the utmost care when dealing with customers.
In today’s “social media” driven society, mistreating a customer is the fastest way to destroy what was once a good reputation.
9. It’s Not A 9-to-5 Job
Stores are meant to serve the public, a public that often works from nine to five and thus have to shop in the evenings or weekends. Therefore, retail managers are often required to work non-traditional hours to maximize their effectiveness.
10. Don’t Burn Bridges
Especially when in the same local or regional market, retail is a small world. Everyone knows each other and the bridge you burned yesterday at one company may be the one you have to cross before you can get your next job.
Is Retail Management A Good Career?
Retail management isn’t for everyone. But for the right person, it can be a great career path with lots of opportunities to achieve success.
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This article was originally published at an earlier date.
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