Let them Vent! 

When you are faced with a very angry customer who is venting their spleen, (verbal expression of anger/issues), it is really important to let them finish and not to interrupt. This is because an interruption can be interpreted in many ways, all of them negative. They may think that you are attempting to talk over them, that you are not listening, that you are dismissive of their issue or that you are a bureaucratic machine and not a real person; these are examples of just a few conclusions. By listening and remaining silent you can let the customer run out of steam leaving you able to begin to solve the issue when they have less energy. Another advantage is that if you do not interrupt, the customer will have less reason to escalate the conflict.  Pleases note if the customer is verbally abusive to you then you have to consider what your tolerance level is and what personal boundaries you choose to enforce and how.

Contact us to find out how blue concept training can support the people in your organisation. When staff feel in control, safe and calm they can provide the very best in customer service. Conflict management training will reduce costly staff absenteeism, exposure to risk and poor work practices. Speak to a member of our team who will be happy to discuss how our employee support training can help your organisation. Contact blue concept training today.