Skip to main content

handling irate customers

techrepublic stated that 10% of the typical workforce falls into the category of "Difficult People."

it was also mentioned that "the effects they have on the organization vary greatly, but usually involve low morale, increased conflict, change in group attitude, intimidation, insults, team demoralization, decreased productivity, rising costs, increasing project risks, and/or a tax on resources."

here's my take on this...
everyone will from time to time be confronted by an angry client, with sentiments such as:
"our tools are down and we need it up NOW!"
"we might miss a delivery if you can't help me!"
"you packaged a wrong product!"
or the customer simply just have a bad day! ( kasi naman pumasok pa! :) )

know that when a client brings a problem to our attention, they come to us because they believe we can offer the best solution.

yep, our duties sometimes lead us to meeting such irate customers, here's some coach points on how to handle them:

STAY CALM. walang personalan. winning the confrontation accomplishes nothing. usapang EQ na 'to. sabi nga, the person who remains in control of his emotions deal from a position of strength. while it is natural to be emotional when attacked, know that we have a choice to be the bigger person, so keep your kewl.

LISTEN WELL. during this time, better to be a Joe d' Mango and just listen. 'pag malamig na sila, they will be more open to hear a solution.

ACKNOWLEDGE THE PROBLEM. if we screwed up, lets admit it, learn from it and move on. if we did not make a mistake or there's just a misunderstanding, better run through the details with the client. we may not necessarily agree with what they are saying, but sometimes its better if we look @ how they see things as well.

GET AND ANSWER WITH FACTS. get all the details you need to fully understand the situation.

OFFER A SOLUTION. coming from a consulting background, we were programmed to never quickly say NO. so try offer a solution or forward them to someone who can.

A quick follow up as an icing on the cake, wouldn't hurt as well!


Popular posts from this blog

the facebook breakup letter

dear facebook,

today marks our 10th year together, i must say it has been a sweet journey. unfortunately, time has come for me to walk away.

i had high hopes for us when we started, especially at the time when my heart still beat for… what was her name again? ahh friendster (may she rest in peace). but you were all smile and poised, a neatly uniformed college girl full of hopes and overflowing with excitement. you had me at one poke!

through you i bravely opened up my thoughts to the world. i was able to connect with old and new friends. you bridged time, the longitudes and the latitudes. i got found and new relatives were discovered. once a year you even make me famous sending out birthday reminders. with you, i was a kid in a playground, swiping up or down till the wee hours, unconditionally tagging anyone and gleefully enjoying your games.

know that i am glad to have witnessed you grow - your fun emojis, crazy virals, and live videos i will sorely miss. oh i always thought it’s cool…

Facebook's Mark Zuckerberg Faces Congress

Facebook CEO, Mark Zuckerberg faced the senate judiciary and commerce committees today, in light of the recent data breach impacting over 87 million of its users.  
on march-21 addressing the cambridge analytica situation, "We have a responsibility to protect your data, and if we can't then we don't deserve to serve you. I've been working to understand exactly what happened and how to make sure this doesn't happen again. The good news is that the most important actions to prevent this from happening again today we have already taken years ago. But we also made mistakes, there's more to do, and we need to step up and do it," mark posted. 

here's a background of events;

as early as 2007 facebook envisioned that apps should be "social" enabling people to log into apps and share who their friends were and some of their information (birthdays, where they live, photos).  in 2013, a cambridge university researcher named aleksandr kogan created a perso…

PINOY OFWs Beware of New E-Mail Scam

an email scam has been recently reported targeting the PINOY Overseas Contract Workers (OFWs). 

the Philippine Overseas Employment Administration (POEA) advised everyone to ignore emails telling them they have qualified and may apply as a nurse or caregiver at the Canadian Virtual Hospice in Winnipeg, Canada.  

the said email further added that applying for the job does not have hidden charges and that the employer will shoulder the airfare, work permit fee, and working visa (sounds interesting huh?). now the catch... the candidate is told to pay at a designated Western Union and/or LBC account, for the coaching and medical exam fees and to reserve a slot at the embassy for the coaching seminar. 

its unnerving how some take advantage of people who are just trying to earn a better and honest living.  please share this, be aware.  

read more [].