Dealing with difficult people
Dealing with easygoing people is easy but dealing with difficult people is difficult.
We have read that it is unofficial policy at large call centres to simply hang up on a difficult customer.
Why?
It must be very hard to try and explain to someone how to make their appliance work when you can’t see them or the appliance. It would be virtually impossible if they are screaming down the phone at you.
And so that’s it – just hang up and hope when they ring back, they don’t get through to you.
However, the truth is more subtle than that – so subtle that it is almost a secret.
Very few people seem to know, understand or accept this secret.
And it’s this
“Staff will treat customers no better than they are treated themselves”
Why should they? What part of a person is built to believe
“That’s OK, I get treated like a servant, but I must be nice to the customer, after all, they pay my wages”
The truth is something like a stepping stone effect.
However well you treat staff, raises the level of customer service because staff feel increased pride in the job and pass this on almost subconsciously.
|
Get a NINJA LinkedIn profile with our free online multimedia training course.
 Instant online accessWatch as often as you wantFREE... |
|
Related Articles
Share
About Author
(1) Reader Comment
Leave a Reply
Get a FREE training course
Get BETTER connections...Be FOUND onlineRise ABOVE the noise
The buzz phrase generator - Become an instant expert
Can I be Overall Organisational Concept please. Great post Jon :-)
how to write a customer focused letter
Agreed. I think often big corporations send letters either with the in
How to annoy people on the phone
It's tough being a telemarketer. Somehow I do have sympathy, maybe bec
Hanifa K. Cook
How do we know if someone's being difficult? I've been in situations where I know the answer should only be a yes or no but the customer service keeps saying :"sorry we cannot handle this over the phone, you have to come with the item to our service center." and it's way out of town.