We don’t assume you are unintelligent like our title may suggest. Obviously it isn’t okay to yell at your customers. Most anyone with people skills understands that it’s upsetting when someone yells at you.
The scary thing is that customers are berated and yelled at all the time by customer service representatives. Their jobs can be extremely stressful, and with the hustle and bustle of the holiday season upon us, tensions are bound to mount.
Why is tension so high during the holiday season? Just think about how hot and crowded a shopping mall can be. How busy the parking lots can get. How everyone is extra self-important. It can get overwhelming quickly, causing madness in anyone it touches. All decorum seems to fly out the window in the name of gift giving.
So, it’s quite plain how someone handling customers could lose their noodle when pushed too far. The good news is there’s a way to cope and come out on the other end of the holidays in one piece.
Here’s our quick guide to avoid yelling at your customers during the holiday rush.
Take Lots of Breaks
We know you’re busy. We know there’s a line out the door — you’re in high demand! That doesn’t mean that you don’t need downtime. One of the greatest benefits to taking a break is that it wards off boredom and can help prevent you from losing your focus. When dealing with so many customers – especially the heated ones – you need to be on your game. Taking breaks will keep you focused on creating a positive experience and will help your day move along much more quickly.
Implement the H.E.A.T. System
When someone is attacking you, it can be easy to dissolve into a defensive mess. It’s good to have a system in place so you avoid becoming heated when a customer is having a meltdown. The H.E.A.T. System is a handy way to keep your thoughts on track and make sure you are meeting the customers’ needs. Here’s how it works:
- Hear them out – Give your customer ample opportunity to explain where they are coming from and how they think the problem can be resolved.
- Empathize with their situation – This has to be genuine empathy, folks. Try to understand where they are coming from as much as humanly possible.
- Ask more questions if needed – If you feel like you need more information or need to clarify the details, ask more questions to ensure you are getting to the heart of the issue.
- Take action – Not every problem has a resolution, but if there is something you can do that will satisfy both you and the customer, do it!
Don’t Answer Your Phone
We mean it! If you are expecting an abundance of phone calls from customers, it can be a lot to manage. Hiring a call center is an easy way to take the burden off of your shoulders and your customers will be grateful you did; many call centers are open all day, every day. PATLive is even open on holidays. Another great thing about outsourcing customer calls: your scripts can be completely customized to your needs. Avoid the phones and outsource your calls. It’ll save your sanity.
Don’t let angry customers get the best of you this season. Putting some measure in place to prepare for the holiday rush will give you a leg up and help you to ward off all those mad feelings you can get when a customer loses it on you.