Dealing with customers is difficult and at times it can be impossible to please everyone. Complaints, complex or unusual requests, and managers who only seem to be there when something is wrong can cause a nervous breakdown. Here's how to handle everyone with composure and assertion.
Steps
Method 1 of 3: Developing a Good Service
Step 1. Be proud of your skill
Employers often talk about pride in their profession, while employee assignments can be less exciting. Be proud of what you do too. Compliment yourself on your ability to manage your duties. There is no better way to encourage yourself to do better.
Some jobs may not require a lot of personal skills. However, this does not mean that it is not possible to pursue one's occupation with balance, perseverance and using certain social skills to manage customers, even if the job is to take orders through the window of a fast food drive-through
Step 2. Show your best not to give customers any chance to despise you
Dress well and wear clean clothes. Take a shower, brush your teeth and use deodorant every day. Walk confidently, look everyone in the eye and speak in a clear, relaxed voice. Your clients will feel in the hands of a professional from the first moment, so they won't give in to the temptation to criticize you.
If you sweat a lot or have another problem that causes a bad smell or doesn't make you look your best after a few hours of work, bring some special products with you and freshen up in the bathroom
Step 3. Start with a smile
If you leave your worries, fears, hassles and insecurities at home, it will be easier to smile and be genuinely happy every time you meet a new customer. Don't be shy: smile when you talk to someone (even on the phone, as you can hear your mood from your voice). You will notice a noticeable difference in the treatment you receive from customers.
- Don't forget to smile at your colleagues and superiors as well. It costs nothing and will significantly reduce workplace stress. Smiles are contagious.
- Pay attention the next time you go shopping or visit a restaurant and you will notice that some employees always appear sulky and vaguely resentful. This is because they do not concentrate sufficiently in the workplace and are too busy figuring out who they "should" interact with and who not. These people definitely make you uncomfortable, so you don't want to give your customers the same feeling.
Step 4. Leave your private life at home
This is one of the most important skills. In short, you don't go to work to prove who you are, but to do your job and get paid. Customers don't know your problems, your favorite food, or your opinion on their clothes; in fact, they do not find it relevant to your transaction. When a person talks to you at your workplace, it means that they are interested in your service. Always remember that.
- If you feel insecure or nervous about what people think of you, leave your worries at home and be confident. Focus on customers' needs instead of imagining what they think of you. They don't belong in your personal life, so what's the point of knowing what their opinion is about you?
- If dealing with customers constantly makes you feel frustrated or you find yourself silently judging them (even the kind ones), quit this bad habit and learn to relax and work efficiently. Remember, customers run the economy of your workplace, allowing you to receive a paycheck.
Step 5. Don't take it personally when customers react badly
Of course, it would be preferable to avoid these moments, but, in reality, opinions don't matter as much as the continuity of their relationship with you. Let their words flow over you, often spoken out of the anger of the moment, and they will disappear. Continue to offer the best possible service.
- Never let yourself be ruined by a negative customer reaction. Compartmentalize the incident and see it for what it is: unpleasant, but isolated. Once you understand this, it will become easy to ignore. Arguing with a customer won't do you any good.
- Feel proud when you receive a compliment. However, that doesn't mean you won't have to commit any more. Those who receive positive feedback from customers generally feel happy and continue to do their best.
Step 6. Take your customers seriously
Many young or inexperienced employees have been reprimanded, or even fired, by a manager for mocking a bizarre or rude customer request. You should always, always take customers seriously, who rarely joke with the person providing the service. Be pleasant in your answers, even if their words seem absurd to you.
- Remember, sometimes you will have to deal with customers who suffer from mental illness, behavioral problems or speech impediments, especially if you work in a store. By taking all customers seriously, you will not put yourself in an awkward position and you will not seem rude to those people who cannot control themselves.
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Sometimes customers can make jokes about you. Sure, it's not funny, but remember that this won't affect your life at all. Don't take it personally.
Quite often, if you take a customer's “joking” request seriously, you can break the joke and “take revenge” on their behavior without appearing rude. He certainly didn't expect this reaction from you: seeing that you take your job seriously, his opinion of you could change for the better
Step 7. Be humble
A person of this type, in addition to respecting the previous steps, works composed, whatever the customer's attitude, smiles and tries to get along with anyone, without losing his temper during the toughest transactions. Plus, he knows when to contact the manager. Sometimes you won't be able to satisfy a customer on your own, so don't be ashamed to call your supervisor.
- Do not sound frustrated or angry when you call a manager: this step is for the customer to remain satisfied and know that you have worked to grant him a benefit; he won't feel guilty or upset because his request has bothered you.
- After the transaction is over, ask the manager what he did and what you should do next time such a situation arises (wait for the client to leave). You will learn something new.
Step 8. Don't rush customers
You should always be available to help them, but they can take their time. If a line forms behind an exceptionally slow customer, see if anyone else can take care of the people they are waiting for.
If no one can help, keep smiling and be polite. Customers know it's not your fault, but they may not be as understanding if they see that you are slowing down the transaction because you have lost your temper and are making mistakes
Method 2 of 3: Problems and Complaints
Step 1. In addition to the fixed rules provided by the place where you work, there are always more flexible rules that allow you to circumvent or not respect the former in order to satisfy a customer
Knowing them will allow you to better understand how to act.
In most cases, only management has the right to make exceptions, but it's best to know what to do with seemingly unmanageable situations
Step 2. Sometimes customers forget good manners and let out rude comments
Nine times out of 10, if they swipe at you, pretending they haven't even heard, the customer will immediately feel guilty and will be much calmer for the rest of the conversation.
If you can respond directly to an insult as if you didn't even consider it as such, even better. In most cases, the customer's attitude will be positive throughout the remainder of the transaction, with the aim of masking their original intention
Step 3. Lay them down with kindness
This does not mean that you should be passive-aggressive, but rather respond to angry customers in the same way you would respond to those you prefer. Many customers who bother you aim to make you react badly in order to have one more thing to complain about. Don't give him this satisfaction. Provide service with a smile and a good attitude, unless the customer overdoes verbal abuse (more drastic measures will need to be taken at this point).
You can complain about customers, but do it when they're gone. If you can't let off steam with your colleagues, you risk taking the problem home
Step 4. Talk to managers to find out what the policy is for customer issues
If you have a customer who bothers you and your colleagues, you will need to do something, such as inviting them out of the store or calling the manager to take care of them.
Step 5. Know your limits
The saying “The customer is always right” doesn't give the green light to get trampled on. Doing everything you can reasonably do to satisfy customers is very different from putting up with humiliation and abuse in the name of your job. While it is important to be "numb", excesses cannot be tolerated. In these cases, you should ask the client if he can kindly calm down and explain how his mistreatment makes you feel.
- Unfortunately, this potential freedom of yours varies from company to company. In general, you can defend yourself if you are attacked, embarrassed or ridiculed directly in front of other people or physically assaulted.
- If the customer doesn't stop, ask for help. You always have the right to manage a client with the assistance of a manager or colleague.
Step 6. Defend yourself
Very, very rarely a customer might decide to pester you just when you can't ask a manager or colleague for help. Don't show your emotions but don't tolerate the abuse. Ask him to wait while you go get the manager. Don't want to talk to your supervisor? Tell him to leave, looking him in the eye and without giving in.
- Calm and composure are key in this situation. Don't raise your voice, be rude, or cry. Don't assume any particular expressions. Any sign of uncontrolled emotion will make the customer even more nervous, and they will continue to treat you badly.
- Don't invite him to leave, tell him he "must" leave. Do not hesitate. If you are the victim of such abuse and no one can come to your rescue, better take action. A self-respecting employer will not fire you for acting in your best interest in such an extreme situation.
Method 3 of 3: Promoting a Positive Work Environment
Step 1. Your colleagues are important
Having them on your side allows you to reap numerous benefits. If you get along well with them, you will have real companions who will support you every day and who will decrease the stress. Plus, you can ask for favors and, over time, they will spontaneously help you. Finally, co-workers can give you tips to do your job better.
Customer service veterans often say this kind of work is enjoyable if you build a good atmosphere with colleagues. Feeling part of a team increases your satisfaction
Step 2. Treat colleagues as you treat customers
Smile at everyone and say hello to them one at a time, even if you don't like them or smile back. People are full of insecurities, but almost everyone appreciates someone who can smile.
- Again, the rule that you must leave your true nature at home will come in handy. Avoid showing your emotionality. Conversations should be light.
- Don't think your co-workers agree with all your opinions. Instead, ask them what they think about a certain topic and then respond in a way that doesn't offend them.
Step 3. Be sociable, even if it's not your forte
Once you get started with your work routine, invite your colleagues for a coffee or a beer. Accept their invitations (if a colleague doesn't include you, don't take it personally). Chat during breaks or quiet moments.
You don't have to force them to talk to you - they don't necessarily want to meet you. If they never accept your invitations, stop doing them. Reduce small talk to just saying hello if you don't seem in the mood to socialize
Step 4. Work hard
After all, your colleagues will appreciate you for it. Find something to do in the down time to reduce the workload of others. If you can, always be available to offer your assistance. Don't wait for them to ask you - offer your help. Ask those who are more experienced for tips on how to work more profitably. They will feel flattered by your respect for their skills and knowledge.
Step 5. Don't gossip
If you really want to complain about someone, be careful not to make yourself heard. Be neutral when your colleagues speak ill of someone by saying phrases like "I don't know, for me it is not a problem to work with him". You can be understanding of other people's problems, but remember that they are not yours.
If you have some interesting or useful information about a colleague and want to share it, do so, but leave out your judgments and negative emotions. Say what you know and let others react in their own way
Step 6. Communicate clearly
In addition to being kind, you will need to be calm, clear and assertive. Your colleagues will need to know that you are easygoing, but that you will not let yourself be trampled on. If one of them takes credit for your work or disrupts your workflow, let them know right away.
- Avoid being emotional even in this case. Speak calmly and clearly. Example: “I saw you beating the checkout with my clients without asking them who they were assisted by and I am suffering monetary losses. I always ask my clients who helped them to get this person their commission credit. I do not ask you to do the same for me”.
- In some cases, you will find it difficult to deal with a colleague. Contact the manager to resolve these situations. However, remember that talking directly to a colleague will make you appear more honest in their eyes, as you haven't approached the manager and given them a chance to fix it.
