A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally under fire are not always easy. It is particularly difficult to be nice to people who are not being nice to you.
So what do you do to keep your cool when the customer is chewing you out? Most of the time, it is not even your fault. It could be that the problem was with a product or a service delivered by someone else in your organization. You're getting the blame because the unhappy person found you first, and it's not pleasant. When faced with angry people, there are four key steps that will help diffuse the situation.
Step one is to apologize. "But," you say, "it's not my fault." It doesn't matter who's to blame; apologize anyway. As a representative of your company you have a responsibility to see that things go well. Your willingness to be accountable will have a positive effect. After all, it takes two to have an argument. If one of you refuses to be disagreeable you can't have a disagreement. You are not accepting blame-you are simply saying, "I'm sorry about the problem." You are wasting your breath unless you apologize with complete sincerity so be sure that your tone of voice matches your words.
Step two is to sympathize with the irate customer. Let the person know that you can identify with his feelings. Say that you understand the frustration of receiving a faulty product or poor service. The angry person begins to feel better as soon as his reaction is validated.
Step three is to accept responsibility for the situation. Be accountable to the customer. Let him know that you intend to do whatever it takes to make things right. You can't help what has already happened, but you will come up with a solution to the problem or you will find someone who can.
The last step is to take action. Decide what you can do and tell the customer. You will replace the defective or incorrect product as quickly as possible. If the issue was poor service deliver better service. Whenever you can offer a bonus of some sort or waive fees, the tiger before you is transformed into a pussycat.
Use the acronym "ASAP" to remember these four steps for calming upset customers. Each letter stands for part of the process.
A is "apologize." S represents "sympathize." A stands for "accept responsibility." P means "prepare to take action."
Nothing will be solved by becoming argumentative and reactionary. Instead, diffuse the client's anger by being apologetic and sympathetic and focus on positive steps that will resolve the situation. Before you know it, your adversaries will become your allies.
Oh yes, remember to smile. It will make everyone feel better and behave better.
(c) 2005, Lydia Ramsey. All rights in all media reserved. Please reprint article with by-line intact and all links made live.
According to Money Magazine's recent Best Places to Live poll, the Phoenix area is home to one of America's best small cities (Scottsdale) AND one of America's best big cities (Mesa). Phoenix' reputation as a prime real estate location began with retirees looking for an alternative to Florida. With over 300 days of sunshine every year, and a distinct lack of hurricanes, Phoenix real estate soon became some of the most in demand retirement property in the country. For some, 300 days of sunshine is pure heaven; for others, however, staying cool is a challenge. Well, I'm here to tell you that it is far easier to cool down in a hot place than it is to heat up in a cold one - especially if that hot place is Phoenix.
The first thing to know about Summer in Phoenix is that it DOES get hot - with temperatures around 100 degrees - in fact, it's the hottest city in America. The second thing you should know is that, because the tourist season is in the winter, residents get great summer discounts for cool activities such as movies, art galleries, live theatre, museums, hotels and resorts, and golf! In fact, many Phoenix residents cannot WAIT for summer to roll around: not only have the winter tourist crowds thinned out, leaving ample space on the city's many wonderful golf courses, but golf deals are among the lowest in the country! And there's more, this is just the tip of the, um, icecube.
Perhaps it's because museums are known to be cool and capacious that there are so many in Phoenix. From the Phoenix Police Museum, and the Living History Museum, to the Hoo-hoogam Ki Museum and the Arizona Doll and Toy Museum, it seems that Phoenix has a museum for every taste and every occasion. If the occasion is a hot day, remember, museums are BIG, with stone floors (cool!) and beautifully conditioned air. However, if museums don't cut it (did I mention the Arizona Science Museum and the Hall of 'Flame' Firefighting Museum?), there is a way to cool down out in the sun.
If you are looking for a way to appease both the sun-worshippers and the shade-seekers, there are - believe it or not - many options in Phoenix. If you're looking for quiet fun there's no better place than one of Phoenix's beautiful beaches (yes, I said beaches!); those looking for LOUD fun (equally as cool) will revel in the many water parks Phoenix has to offer. Beaches include Camelback Mountain - Echo Canyon Recreation Area (north of town, in Paradise Valley), Encanto Park (right in Phoenix), Vista del Camino Park (in Scottsdale) and Tempe Town Lake (in Tempe). Phoenix water parks include Castles and Coasters, Big Surf (Tempe), Mesa Golfland Sunsplash, and Waterworld Safari. In addition to all of these, many parks in and around Phoenix feature "splash pads" and "splash areas". These are usually free and do not entail a big, day long excursion; more the sort of place you can just go and cool off.
If you are planning on moving to the Phoenix area, there are a couple of important 'cooling factors' to consider when looking for a home. Carpets, while cozy and comfy, are not cool; look for homes with tile, stone, or hardwood flooring. High ceilings help cool rooms by allowing more space for heat to dissipate. Also, heat rises, so the higher the ceiling, the higher the heat will be over your head. Finally, check the windows in the home: windows can help to heat homes, so check which direction the windows face, and remember that morning sun is cooler than afternoon sun.
Both Lydia Ramsey & Anne Eliason are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Lydia Ramsey has sinced written about articles on various topics from Interview Questions, Etiquette and Real Estate. Lydia Ramsey is a business etiquette expert, professional speaker, corporate trainer and author of MANNERS THAT SELL - ADDING THE POLISH THAT BUILDS PROFITS. She has been quoted or featured in The New York Times, Investors' Business Daily, Entrepreneur,. Lydia Ramsey's top article generates over 368000 views. to your Favourites.
Anne Eliason has sinced written about articles on various topics from . Anne Eliason is a world traveler and Phoenix real estate agent. Anne's travels have endowed her with a lifetime of experience and worldly knowledge that she brings to the. Anne Eliason's top article . to your Favourites.