Reman U
- Author: Maggie Ferkovich
- Subject: Angry customers
- Issue: Practice being calm and positive
“Ma’am, I’m trying to look into this, but – I understand, but – If you could …”
I could tell by the conversation that my coworker was getting backed into a corner. I could see (and hear) her getting upset, so I asked her to transfer the hot customer to me.
I allowed her 5 minutes to vent her frustrations (which included several derogatory statements and not-so-Reman-U-friendly words). As it turned out, she thought a process went one way and wasn’t aware of all of the variables involved. Once she was done and had a chance to breathe, I started back up with the issue at hand. I acknowledged how confusing it could be before re-explaining exactly what was happening with her case. At the end, she apologized for treating me (and my coworker) with such disrespect. She also thanked me for being so kind and patient with her, even though she admitted she would not have reacted the same way that I did.
My employment background is pretty diverse. I started working when I was 13 years old and haven’t stopped since. I began at a pizza shop and my journey has been a winding road through a credit union, gas station, manufacturing plant, law firm, and now working on the Customer Loyalty Team at ETE.
No matter where I’ve worked, something my mom often said to me growing up has always remained the same:
“You catch more bees with honey.”
I’ve had several interactions with customers and clients just like the one I shared above, ones where the other person was extremely unhappy and felt as though they did not receive the results they were “promised.” I have learned that if you stay calm and positive while focusing on the quickest and simplest route to get to that end result, you are likely to diffuse the situation much faster – especially when compared to another reaction, like, say, arguing with the other person about whether or not you feel the person is wrong.
Staying calm and positive isn’t always easy, but reminders help. Here are four I use on a regular basis:
- We all have life experiences that have brought us to where we are today, and none of our experiences are the same.
- Everyone has bad days, and those bad days can affect the way certain events are perceived.
- Whether you realize it or not, your attitude affects the attitudes of those around you.
- You have the ability to control situations and steer them in a more positive direction.
No two customers or situations are exactly the same. But you will find that you get better results if you treat the person on the other end with respect and a little extra TLC.
Maggie Ferkovich, “Dutchess of Drivetrain” is a member of the Customer Loyalty Team at ETE Reman. Reman U is a free e-newsletter that delivers best practices, lessons learned and tricks of the trade to help you build a better transmission business.
