Never Argue With A Customer.

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Never Argue With A Customer.

Encourager-In-Chief: February 3rd, 2021

Always use tact and diplomacy.

Have you ever had an irate customer who pushed your buttons? You know what I mean. Sometimes, a person may come into your place of business already emotionally charged from an event that took place before they ever entered your business. Perhaps the person had a fight before he left his house or he just had a near accident on the way to your location and he didn’t get a chance to act out his road rage. The point is, by the time this person gets to you, he is ready to unload.

As a business professional, your challenge is to not take the bait. Don’t get defensive. No matter how right you are and how wrong the other person is, you’re never going to win an argument with an irate customer. As Brian Tracy said, “A man convinced against his will is of the same opinion still.” The key is to make sure that you do not get defensive when you are being attacked.

Try to understand that this person is not upset because of what you’ve done but because of something that happened before he reached you. Don’t make yourself a target of his wrath by attacking him in his out-of-control state. Instead, the wise thing to do is to use some tact and diplomacy. Your number-one goal should be to calm him down until he reaches a more cooperative level of communication.

The best way to do this is to listen to his complaint intently and without interrupting. Make positive eye contact and approachable body language. Ask neutral questions that will not infuriate the person further. Your initial question might be something like, “Do you remember what time of day it was when this happened?” or “Let me look up your records. How do you spell your last name?”

Remember that the person did not get this way in a second and I will take longer than a second for him to de-escalate. People usually get upset when they’re trying to get our attention and they fear that if they do not “act out” you will not take them seriously. Once you demonstrated to the person that you are there to help and that you are trying to solve his or her problem, the person will begin to calm down.

Although it’s going to take a lot of restraint and self-discipline, responding calmly and professionally to an irate customer is the best way to preserve the relationship and the customer.

All communication is either a loving response or a cry for help.
- Tony Robbins

(This excerpt is taken from the Soothing the Savage Customer seminar.) I encourage you to register for this great live Zoom presentation event on Thursday, February 4, 2021 from 9 am to 12 noon Eastern Standard Time.

Legendary Customer Service IV: Soothing the Savage Customer

Legendary Customer Service IV: Soothing the Savage Customer


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