Search

Business People Club

6 Tips for Keeping Your Cool When Customers Get Hot

0 like 0 dislike
70 views
Posted by Slayerk

service-1660848__340.jpg

1. Be assertive - not aggressive or passive. My definition of assertion is simple: "Say what you mean, mean what you say, and don't be mean when you say it." Let this rule guide your conversations with all customers and you will always be confident, cool, and in control AND you'll always be professional.
2. Speak more slowly. You'll be amazed at how much more clearly you can think and how much control and confidence you experience when you consciously slow down your rate of speech. Speak slowly and methodically when your emotional triggers are launched and you'll maintain poise during difficult conversations.

3. Wait 1-2 seconds before responding. Responding immediately to difficult or tactical customers could result in you saying something you'll later regret. Before you respond, take a deep breath, wait at least 2 seconds, and think about the best response and the best approach.

4. Take a time-out. When you sense that your buttons have been pushed, take a break. You can tell the customer you need to put him on hold while you review a file, or whatever excuse sounds good at the time. The point is to get away from the customer for a few seconds so you can re-group.

5. Use positive self-talk. I'm going to sound like Dr. Phil on this one, but I'm quite serious. Instead of saying to yourself, "I don't get paid enough to put up with this ____." Say something more positive like "This guy really needs my help." Thinking more positively helps you respond more positively and professionally. Negative thoughts lead to negative words, and it spirals into a very negative situation.

6. Show your power before you use it. Often, a subtle suggestion of your "power" is far more effective than the outright use of your power. As a customer service professional you may have the power to terminate a phone call. You could say to your customer: "If you don't stop yelling, I will terminate this call." But, believe it or not, you are far more "powerful" if you say, "I want to help you, but when you yell and cut me off, you make it difficult for me to work with you." The latter statement demonstrates your power and your message most definitely gets across. The former statement uses up all of your ammunition and won't usually diffuse an irate customer.

These incredibly simple tips will position you to keep your cool when customers get hot!

Your comment

Your name to display (optional):
Privacy: Your email address will only be used for sending these notifications.
Anti-spam verification:
To avoid this verification in future, please log in or register.

Related posts

0 like 0 dislike
1 Comment 77 views
How to find customers for my home based business?

I want to find more customers for my home based business. Any tips?

Posted by Knighthawk
0 like 0 dislike
1 Comment 57 views
How to have lasting relationship with clients?

How to have lasting relationship with clients?

Posted by BumblingBee
0 like 0 dislike
1 Comment 89 views
What to look for when working with a partner?

What to look for when working with a partner?

Posted by GraveGrass
0 like 0 dislike
1 Comment 55 views
What to look for when Outsourcing projects offshore?

What to look for when Outsourcing projects offshore?

Posted by Tomatoad
0 like 0 dislike
0 comments 87 views
3 Ways To Protect Your Customers

Customer security is one of the prime considerations of any retail outlet today. Whilst implementing key marketing strategies in order to ... the more likely they are to spend money in your store.

image
Posted by SwiftHeroine
0 like 0 dislike
0 comments 34 views
4 Instant Tips for Running a Successful Internet Business

Running an internet business is not a difficult task; but running a successful internet business can be a bit more difficult. There ... business, but to be successful you will have to be determined.

image
Posted by AfternoonFay
0 like 0 dislike
0 comments 66 views
7 Simple Steps to Get More Out of Your Day

Let's face it - time is probably our greatest resource. We never seem to have enough of it and it seems to pass so quickly. Well we ... easiest way to more out of your day and more out of your life.

image
Posted by MysteryWasp
0 like 0 dislike
0 comments 87 views
10 ways to get links to your site

Getting links to your site increases traffic and boosts your rankings in the search engines queries. Here are the 10 methods I ... keep buying them to maintain your higher page rank and rankings.

Posted by nicejone
0 like 0 dislike
0 comments 46 views
7 Ways To Advertise Your Business For Free

. Free directories: directories are perfect for customers that are searching for a particular topic. What's great about them is ... for a recipe swapping group when you are advertising shaving cream.

image
Posted by ShowDolphin
0 like 0 dislike
0 comments 57 views
Five Steps to Create a Budget for your Small Business

How I hate budgets! Every time an accountant told me to put together a budget for my company, my response was - When ... Have systems in place to increase revenue and decrease expenses as necessary.

Posted by UncleRhino
0 like 0 dislike
1 Comment 59 views
How to Choose A Name For Your Company That Makes Sense ?

How to Choose A Name For Your Company That Makes Sense ?

Posted by SilkPredator
0 like 0 dislike
1 Comment 55 views
4 tech must-haves for your mobile office

4 tech must-haves for your mobile office

Posted by TwinNut
0 like 0 dislike
0 comments 61 views
Evaluate Your Customer

Evaluate Your Customer When a customer walks into your office, don't sell them the first product that comes to mind. Sit them ... the authors name and reference links are kept in tact and active.

Posted by Knighttime
0 like 0 dislike
0 comments 62 views
6 Steps to Effective Communication

Effective leaders are known for being excellent communicators. Here's what to do. 1) Avoid "Not." Negative talk encourages ... smile (or at least a pleasant expression) encourages open communication.

image
Posted by TrustyKitty
0 like 0 dislike
0 comments 87 views
Top 6 Reasons You Need a Website

Some business owners struggle with the idea of starting a business website. Why do you really need a website? Well, there are several ... you actually have one and see the benefits you get from it.

Posted by Scorpeon
0 like 0 dislike
0 comments 48 views
How to manage my customers?

I am having issues managing my customers. How can i manage my customers effectively?

Posted by Finderpros
0 like 0 dislike
1 Comment 127 views
Don’t Let Passions Rule When Buying A Business

Don’t Let Passions Rule When Buying A Business

Posted by Camella
0 like 0 dislike
1 Comment 54 views
How to Inform Employees When You Sell a Business?

How to Inform Employees When You Sell a Business?

Posted by Octopixy
0 like 0 dislike
0 comments 50 views
6 Tips For Saving Money On Your Next Computer Purchase

Buying a Computer does not need to be a budget breaker. A Computer purchase often includes additional components and software ... buying, will keep the salesman commissions from emptying your wallet!

Posted by SnailMail
0 like 0 dislike
0 comments 75 views
5 Tips For Developing A Website For Your Audience

Developing a website is important if you want to be a player in ecommerce. However, you don't want to just develop a website any old ... your site's message, so it is beneficial in a variety of ways.

image
Posted by HistoryGuy
0 like 0 dislike
0 comments 105 views
7 Tips to Starting a Successful Small Business

Getting a small business off the ground is challenging to say the least. Here are some tips which will prepare the ground for ... this? Understand that in every problem there is potential for good.

image
Posted by Mosquiche
0 like 0 dislike
0 comments 81 views
Top 7 Finder's Fees Tips

Consider the lucrative opportunity open to you in earning finder's fees. A finder is someone who finds something for a person or business ... need, as well as other sources to find what is needed.

image
Posted by PerfumedNecromancer
0 like 0 dislike
0 comments 102 views
4 Tips To Ensure A Rewarding Experience When Hiring Others

Hiring an employee can be a big step for many small business owners. It means the end of doing EVERYTHING yourself and passing off ... train them, treat them well, and your business will take off.

image
Posted by Celestiger
0 like 0 dislike
0 comments 45 views
9 Marketing Credos for a Thriving Business

1. Differentiate or Die! You Must Stand Out From the Pack. Don't become another me too option for your prospects to choose ... for you. © 2005 Online Marketing Muscle -- All Rights Reserved.

image
Posted by Octopixy
0 like 0 dislike
0 comments 60 views
What to Look For in a New Franchise

Want to buy a franchise opportunity? Great idea! Here is a high-level overview on what to look for: Operating History - A ... of re-sales relative to the total number of franchises in existence.

Posted by HairySeahorse
0 like 0 dislike
0 comments 97 views
Ideas For New Products And Inventions

How many new products and inventions can you dream up with in thirty minutes? At least a few if you know the techniques of ... also thousands of other new products and inventions waiting to be made.

Posted by HarshThunder
0 like 0 dislike
0 comments 65 views
Incorporation Is It Right For My Business?

For anyone starting up his or her own business, an understanding of business incorporation is must. While there are both ... informed decision about whether incorporation is right for your business.

Posted by HairySeahorse
0 like 0 dislike
0 comments 97 views
3 Key Secret Components For Wholesale Profit Success

Everyday it is getting more attractive to start selling wholesale items online and offline because of the profit potential many ... and potential profit success within your niche and industry.

image
Posted by MammothMoth
0 like 0 dislike
0 comments 72 views
Business Documenting - The must for all companies

Surprisingly many businesses fail to create such an essential item; the reality is that these types of businesses and ... Greater efficiency ultimately leads to the business becoming more profitable.

image
Posted by BeautifulWolf
0 like 0 dislike
1 Comment 103 views
How to look for the right asset management people ?

How to look for the right asset management people ?

Posted by FlamboyantChomper
0 like 0 dislike
2 comments 153 views
What are the Exit Strategies for Businesses?

How to get out of the business if its not working?

Posted by Octopuppy
0 like 0 dislike
0 comments 158 views
Guidelines for Sending Business Christmas Cards

Whether you own a sole proprietorship or are the CEO of a Fortune 500 corporation, sending business Christmas cards can serve to boost your ... who have a sent a card to you and see it displayed.

Posted by TwinNut
0 like 0 dislike
0 comments 47 views
Franchises For Sale - To Buy Or Not To Buy

Franchising is a business model where a franchisee gets the permission start a branch that uses the name and methods of the franchisor in ... not own the branch, you may have to exert more afterwards.

Posted by GreedySmile
0 like 0 dislike
1 Comment 116 views
How to find a Restaurant Equipment Supplier Crucial for New Restaurant Owners ?

How to find a Restaurant Equipment Supplier Crucial for New Restaurant Owners ?

Posted by PlushSeal
0 like 0 dislike
1 Comment 60 views
Is Venture Capital Right For You?

Is Venture Capital Right For You?

Posted by FoolishJaguar
0 like 0 dislike
1 Comment 89 views
How to look for business opportunities?

How to look for business opportunities?

Posted by TrainedGuy
0 like 0 dislike
0 comments 79 views
10 Incredible Ways To Sell Your Products Now

1. Make your reader visualize they have already bought your product in your ad. Tell them what results they have gotten and how ... and gain your readers trust to buy your products or services.

image
Posted by Richard S.
0 like 0 dislike
0 comments 104 views
10 Ways To Ensure Your Flyer Avoids The Bin

Flyers are an excellent marketing tool to promote a club night or event. They are commonly used for student promotions throughout the country. You ... wonders. 10. Er, try not to stand near a bin.

image
Posted by BeautifulWolf
0 like 0 dislike
0 comments 154 views
66 Ways To Promote Your product or Services

Some guru sells his program because he has 60 ways of marketing. One Dentist was asked about his marketing he said he had 100 ways and ... . It will be at least 2 pages with a lot of information.

image
Posted by PositiveVoid
0 like 0 dislike
0 comments 68 views
10 Effective Ways To Reduce Your Business Costs

1. Barter If you have a business you should be bartering goods and services with other businesses. You should try to trade for something before ... quality. Don't just be satisfied with a few. ----

image
Posted by Sassassin
0 like 0 dislike
0 comments 63 views
Key Employees can and will leave your Business, are you prepared?

Very few businesses can claim to be prepared for the loss of key employees. Quite often it is an unexpected and unplanned for ... of the problems that occur when key employees leave your business.

Posted by nicejone
0 like 0 dislike
0 comments 90 views
Benefits of Incorporating Your Own Business

If you have a small business or starting one in the near future, it is important to look into the benefits of incorporation ... small business or are thinking of creating once, look into corporations.

Posted by Octopuppy
0 like 0 dislike
0 comments 64 views
Warehousing - Your options

An efficient business requires efficient warehousing. It can often be the most profit-consuming element if not organised properly ... Contract Services as your product line becomes more established.

Posted by GiftedWrecker
0 like 0 dislike
0 comments 79 views
New company? Boost your credibility and trust!

It is very hard to be "the new guy in the block", since in most of your interactions you will have to try leave good first ... try to look big. Try to serve customers the best way you can!

Posted by Explorer
0 like 0 dislike
0 comments 57 views
Ignite Your Massage Therapy Business

Everybody would love to make lots of money quickly, working from home, and only doing a few hours of work per week. I've spent ... . Many of them have started to make money just days after buying!

Posted by LovableStorm
Connect with us:
...