Four Ways to Deal with Angry Customers and Stress in the New Year
By Diane Berenbaum, Senior Vice President, Communico Ltd.
These are angry times. This past year, a woman flew into a rage at McDonalds because they had no chicken nuggets. And a man was arrested for smashing 29 televisions at a Georgia Wal-Mart. Many consumers are so mad that, like Howard Beale in the movie, Network, they just won't take it anymore. And, to make matters worse, they are taking it out on others, particularly those in a customer service role.
According to research by Arizona State University and Customer Care Measurement & Consulting, 70% of customers who have problems with products or services are already in rage by the time they talk to a customer service representative: 24% yell, 15% want revenge, 8% threaten to sue and 5% start cursing. And this rage has likely risen since the study was completed, according to Professor Mary Jo Bitner, a contributor to this research. She finds people are even "more on edge, critical and less tolerant" due to unrelenting financial strains. Not great news for anyone serving customers.
And, let's face it; we are heading into a new year with unknown challenges to come. Instead of getting upset, or dare I say, even angry, at this situation, let's see it as an opportunity...to take stock, and ready ourselves to stay cool, so our own stress doesn't spill all over the customer or into our personal lives.
Here are a few things you can do to get ready for the stress ahead:
1. Change Your Perspective:
Instead of looking at each angry customer as a "problem to fix", think of him/her as "a relationship to build." A September 2010 Wall Street Journal article highlighted a help desk team leader, Zane Bond, who did just that. He never takes it personally when callers vent, but listens intently to “start building a relationship.” He also found that the more stressed or frustrated the callers are at the outset, the happier they are when he uses this approach and finds a solution." A great endorsement for this mindset shift.
2. Relax and Visualize Success
In just a moment, you can remove yourself from stress and place yourself in a state of calm with simple relaxation techniques. Here's one: close your eyes and take three to five deep breaths. Hold your breath momentarily and then exhale slowly through your mouth, after each one. You can also count down slowly from 10 to 1 as you breathe deeply, and consciously tell yourself to relax.
Or, use your imagination to go to a "better place." Picture your most calm self in a peaceful setting or a favorite image or photo that will bring you joy. You'll be refreshed, energized and ready for your next call.
3. Talk Yourself Up
What do you say to yourself after a tough call? Do you ever become critical of yourself or less confident in your ability to handle the next call? Or do you start dreading the next customer, the next hour, and your next day at work? Beating yourself up or agonizing about the daily grind creates more internal stress. Give yourself a break. Be kind to yourself and focus on your successes to breed more success.
4. Share and Compare Ideas
Chances are, your associates have already discovered personal best practices and are a rich resource of ideas. So, I encourage you to take time now...before you get swamped with the demands of the new year...and connect with others in your organization.
Schedule a time to share and learn how your associates keep their cool to cope with their most thorny customers. You'll be glad you did…and your customers, family and friends will be glad you did too.
Diane Berenbaum is Senior Vice President of Communico Ltd. (www.communicoltd.com) and co-author of How to Talk to Customers: Make A Great Impression every time with MAGIC®. She can be reached at 203-226-7117, x125 or diane.berenbaum@communicoltd.com