A customer is being rude and loud; they are making all kinds of objections and are demanding to see the boss while the person working, for instance, here, in Verified movers everyone is trying their best to resolve the situation without entering into a shouting match – We have all been there. Whether you were the one being shouted on or you were just a witness to such a situation, these things, sadly, happen. It is never pleasant, and the best one can do is to do their best to lead the conversation to a peaceful solution. This is often a hard thing to do, but shouting back is more likely to escalate things than the other way around. So what are the things that you can do when dealing with stressed-out clients that will deescalate the situation?
Take the responsibility
The single best thing that you can do in such a situation is to focus on what are the things that you personally can do in order to help mend the situation. A lot of times, we focus on the other person and their mistakes. And that does make sense because it usually takes two for a fight. However, we do not have control over the other person and their thoughts and feelings. But we can control ourselves, even if it may take some time to achieve that. So, ask yourself – Did you personally contribute to the situation in any way?
Maybe you filed some sort of the wrong form regarding their commercial relocation? Or maybe you just reacted too brashly to a potentially rational complaint? It is also equally possible that one of your colleagues did make a mistake. Make sure that you look properly for mistakes on your side of things. And be clear about that with the customer. If they can see that you are honestly trying to find the mistake that they claim is there, they are already more likely to calm down. Announce and explain to them the steps that you are taking to find a way to amend for whatever the issue is (or to locate if there is actually an issue).
Put yourself in their shoes
After all, while dealing with stressed-out clients is not fun, you are indeed there to listen to them. So, make the most of that and do listen to them carefully. It is a fact of life that even if you do everything perfectly things can unravel in the wrong way. Maybe there is indeed something real behind their arguments. And, if you do try to understand what they are saying, you will figure out the problem sooner rather than later. Also, we all have bad days, and it is possible that something has happened to them, or that they are stuck in a rut, and they are dealing with it by lashing out.
If that is the case, they absolutely do not have the right to act that way, but it is what it is. Maybe they just moved in and are just having a hard time dealing with homesickness, or maybe it is something else. What you can do here is to look for what may be causing this and use it to your advantage. By trying to connect with them over a similar experience, it will be easier for you to calm them down. Sometimes, people just need to feel like they are not alone and that can go a long way to diminish the stress that they might be feeling at the moment. So, do not shut yourself down for them, but instead be open-minded with them, and they may give you a solution themselves.
Body language is a really big factor when dealing with stressed-out clients
Body language is one of the most important elements of every social interaction. So much is said by even the simplest of moves. The stance you take when talking with a stressed-out customer can be crucial for the outcome of the situation.
Hands and arms
First and foremost, do not keep them crossed over your chest. In situations where someone is raising their voice on us and is being rude, it is an instinctual reaction to feel the need to cross the arms as a sort of defensive mechanism. However, that signals to the other person that we are potentially in a fighting mode which will further escalate the situation. Instead, what you should do is to relax the arms or maybe lean comfortably on the counter or the table. As for the hands specifically, make sure to show your palms as often as you can. This subconsciously signals that you have nothing to hide and that you are not a threat.
It would be best to avoid standing directly opposite the customer. While that is a common position to find yourself in at a workplace with a customer, in this type of situation, getting yourself into a position where you stand next to them would be more beneficial. If you are standing side by side, for example, as you show them something on the computer, they will be more likely to feel that you are on their side.
The greatest tool human beings have, whether we are setting up a move to a new home, taking an oral exam, or dealing with a stressed-out customer is – the language. As you try to work out things with the customer, make sure to say “We” instead of “You” as often as possible. You need to make them feel that you are on the same team. Avoid putting blame on them directly and focus on framing things in the “Let’s see what WE can do” angle.
Follow these tips, and you will find it much easier to tone down any heated arguments you may end up in.