How to Deal with An Angry Customer for IT Professionals
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- เผยแพร่เมื่อ 15 ต.ค. 2024
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Dealing with an angry customer can be challenging. But think of it like playing a video game. When you’re in a game, you need to stay focused and respond quickly so you can get to the next level. Same thing when dealing with an angry customer or coworker. In this video, you'll learn four tips for dealing with someone who is angry.
See How to Deal with an Angry Customer: A Comprehensive Guide for IT Professionals: compassionateg...
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What is Compassionate Geek?
The Compassionate Geek is a book by author/speaker Don Crawley to teach people how to get along so they can work together, get things done, and take care of customers (and each other). (www.amazon.com.... It's also an online training course on customer service for IT professionals, including IT customer service training videos and more.
Learn more at: CompassionateG... - วิทยาศาสตร์และเทคโนโลยี
This is exactly what I used to do when I first started retail 10 years ago. But nowadays when I ask a customer more questions (part 2) so I can empathize and understand them more, they get more angry because they believe I didn’t understand what they meant the first time they said it. This happens to me almost every single day. It gets to this step and then they walk away because they don’t have the “time”. People have really changed after the pandemic.
I'm sorry to hear about that. I agree that people have changed since the pandemic. Thinking about myself since the pandemic, in some ways I'm less patient, and in other ways, I'm more patient. Perhaps you've already tried this, but have you considered telling the angry customer that you just want to make sure you're not overlooking anything and that you want to fully understand the problem as the first part of step two, before you ask questions to go deeper? Also, phrases like, "Let me take care of that for you." or "I'm sorry that happened. I'll get it straightened out." (or similar words) can start the process of helping the angry person cool down. Thanks for your comment. I'm sure other people in customer service can relate. Good luck!
I work for a major airline, ground staff. It has lately become such a problem that even our guidelines allow us, as last resort, to walk away from an angry passenger. There is no other alternative as they go in full mode meltdown.
Words like I am sorry no longer work as they used to, we regularly call the police or security
@@rbe6963 It's too bad that things have gotten so uncivil. You'd think people would realize that aggressiveness doesn't work and can lead to a visit from law enforcement. I'm really sorry you have to deal with people like that. I realize that's especially a problem in the airline industry. Try to remember that most people really are decent. It's a few loud, obnoxious, and immature people that we remember, unfortunately.
@VancityLuver O my Fucking Gosh dude stop blaming the pandemic every country is having a mental health crisis a good way of dealing with toxic customers is kick them out for co workers just leave the workplace and report them
I would firstly recommend repeating the main points of the issue the customer is facing, in order to reassure them that you heard them clearly, then I would ask further questions for further clarity and empathy.
Thank you you have helped my a lot blessings ❤
I'm glad it was helpful. Thank you for your comment.
Really thank you from heart 🙏
Thank you for this informative video..🎉
You're welcome. I'm glad you like it.
I tend to panic in the moment. Are there any calming techniques that are available to help me calm down, reorient, and get these responses out?
Good question. You're not alone. The most important thing you can do is take a deep breath. Also, remember the importance of pausing, even for just a second on two, to think about what you'll say. Remember that the angry person you're dealing with may be scared themselves. They may be afraid of missing a deadline or getting in trouble with their boss. You may also find it helpful to role-play with a friend or colleague so you can practice. Good luck!
This is for rational people who understand it's not okay to verbally abuse someone who's job is to put up with their bs
i found the exactly words in chat gpt XD
I dont agree. Ill do have time to hear bs stop them tell them to calm down or leave.
If that works for you and your employer, then keep doing it. Each situation is unique and everyone must find what works for them. In my experience, that's not a good way to build relationships and retain customers. Thanks for your comment.
@@doncrawley I was in the government public service. These weren't normal "customers" I had to deal with. 😩🤣
@0:20
I refer to Cool Hand Luke:
What we've got here is failure to communicate.
Some men, you just can't reach.
So you get what we had here last week -- which is the way he wants it.
Well, he gets it.
And I don't like it anymore than you men.