When a customer is angry or upset, they may need a few moments to release that anger, or to vent, before getting down to business.
In the February issue of Customer Communicator, the editors remind frontline reps that venting is not a personal attack and that they must remain non-emotional. They also suggest several important do’s and don’ts.
Never do these things when a customer is venting:
- Get angry yourself
- Tell them to calm down
- Defend yourself or your organization
- Interrupt
- Fail to acknowledge their anger.
Always do these things when a customer is venting:
- Listen actively for clues to help you resolve the issue
- Allow their anger to burn itself out
- Keep yourself calm by breathing deeply
- Acknowledge their feelings with empathy statements.
Practical tips like this appear regularly in Customer Communicator newsletter.