Receptionist Training: How To Handle An Angry Customer
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- Опубликовано: 9 июл 2024
- Receptionist Training: How to handle an angry customer. If you are in a customer service or other role that puts you in front of the public, then you know how difficult it can be to handle angry customers in ways that either defuse the situation or (at the very least) move the customers’ focus away from you and onto the real issues at hand. #ReceptionistTraining, #CustomerService, #customerexperience
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I love that you acknowledge we are human, and naturally want to defend our company and ourselves. I have been in customer service for 10 years, I really do like it, the really difficult part is policies that are counterintuitive to customer satisfaction. You addressed that right from the beginning, great call. One thing that was difficult for me was not being permitted to say anything remotely negative about the company policies to an angry customer, I couldn’t even agree if they were 100% correct. You hit the nail right on the head when indicating we don’t need to ever take belittling or anger personally (...in need of professional help, hahaha.). You made my day!
Ive seen so many videos. they all say kill them with kindness but dont go through the steps. ive been doing customer services for more than 3 tears and i haven't mastered it yet. this is so helpful. thanks
So nice to hear this was helpful. Best wishes, Steve
Hi which company you work for
@@mohammedabdulnayeem1633 It's not your bussiness Corp.
Nice
steve, sometimes when a customer get very roudy, lets say one on one, a walk in customer trying to get a $10 discount, and he wont stop shouting, its easier to just let the business go. some $60 are not worth it, because that customer will always come back thinking he can complain. a good strategy, depending on his/her serve mental condition, is to diffuse, and give options, if he they are still billigerent, ask them kindly to get out of your building and go find another company who will take their verbale abuse..... feeding your family is important, but honor and respect is more important.
Never make the customer angry in the first place? Lol. Some people just wake up pissed. Like I’m sorry you’ve had a bad day but don’t take it out on me automatically. I’ve been called a bitch, a motherfucker ect ect and all i said was “Hi. How are you?”
I watched the entire video because you made this not only informational but also very entertaining.
Thanks Sarah! Glad you liked it!
I will never be a customer service representative I am a huge proponent for an eye for an eye. You come in with an attitude I reciprocate
Have the guts to handle difficult people. Thanks for the info it's gonna help alot in the future.
Hi Steve
I just want to say thank you for all this free training. It has really helped me alot and improved my career. Thank you
Absolutely my pleasure!
Wow - no Company in England would expect you to take abuse from a customer and, as long as you didn't get angry or abusive in return, you certainly wouldn't lose your job. You would be expected to be polite, professional and calm but to worry you would lose your job if someone is swearing at you and you put the phone down? That something else entirely. As a result most people realize that if they get abusive and personal with you as an employee they won't get anywhere so we don't get it that much. Nobody should be abused for just trying to do your job.
omg! i love this video, thank you for posting it! "The customer is not always right but they are always the customer" this is so true. and i loved the thing of not taking it personal and pretend like it's a game, positive lifestyle!
So glad you found value in the message. Best wishes!
Thank you I will be coming back to this
#2 That is in "The Bridge of Spies". Rudolf Abel told Tom Hank's character, "The boss is not always right, but he always the boss."
Man, you are great! 14 minutes of watching this video saves my years from wrong steps.
Awesome! Glad to hear it helped!
I love your video. Very instructive and helpful :) Thank you
Hello Steve,
I have been doing customer service for over 20 years and I find your tips very rationally and practical. I take pride in my customer service skills but adding your reasonable tips, my skills will be on point every time. Furthermore, I will be able to coach my employees.
Best regards,
Love your attitude Steve and you are absolutely spot on with what you are saying regarding FMF and "Customer always a customer". I am trying to improve my customer service skills and you have been very inspirational to me with this video. Thank you so much for sharing this really valuable information.
My pleasure, Makita. Thank you for the kind words.
Been working as a server since I'm 17 and pretty much I've encounter many jerks that made me strength my patience and even from people who hide up pretending to be nice and your first mistake and want the manager or free stuff, or the attention of the rest of the group! And the only way out it's kindness CAUSE they know we have to be kind ... they over react or try to abuse but once your manager or supervisor is inform about an issue you should be fine! ... if you can not handle an issue , stms people need to listen NOT only one person but a supervisor or coworker standing as calm as you ... replying politely their demands!!!... making people understand even when they are so spoiled and scream at you ! The only way is kindness!
beautiful this just made my day and I have an interview this morning!!! thank you so much!?
Good luck on the interview!
i understand the las vegas hostess' reply from a customer point of view she is displaying understanding and empathy and the limitations of her power in this situation, she is ending an argument in agreement with the customer and saying if she were in control she would do things differently
If she had let you walk out without an explanation, she would have still lost your business. At least when you were turned away you know why. It was a lose, lose situation for her.
Thank you so much! This is really helpful! 😊
My pleasure, Hannah.
I would just like to say this video is everything I feel more confident then ever going to work thank you 🙏 ♥️💁🏽
Truly my pleasure!
This is great, Steve. I’m about to start a new job on Tuesday and this has boosted my confidence and laid a good foundation for skills!!
Outstanding! So glad I could help!
I started watching this for tips at work and ended up taking notes for home life 😂✍
That's awesome! 😂
Nice
Hello , I'm on semester 3 and I have front office and housekeeping . Hope this is gonna help me as well
You know wat sir steve its not only in receptionist job, your method can be apply any where and everywhere .Specially in security industry we face lots of angry customers when they where being screened for safety issues.
I love everything covered here! Thank you so much! This video gives real life examples and real life responses, examples of good and bad responses are very helpful! Don't be defensive, be responsive in a positive way! Thanks again!
Thank you, Gidget. I'm glad you found it helpful. Best wishes!
That is very helpful! Thank you for the tips!
My pleasure, Ekyn!
this Is beautiful it just made my day and I have an interview this morning!!!!
Just saw this - I am hopeful the interview went well!
Thank you so much for this video!!
My pleasure, Maria.
Thankyou soo much ill be starting my work nextweek
Good luck! You got this!
thanks for the video.
I just got promoted and doing customer service manager in hospitality industry. Sometimes it is just hard to give a customer "reasonable explanation". This video is really helpful to me.
definitely big thumbs up!
Thank you so much for the kind words. Glad you found the video helpful.
Recently, our Reservation System PMS had a little glitch, it caused over-booking. So there were many bookings have to be cancelled. most of customers are easy to handle and they understood the situation, while few customers were questioning, and saying they were told lies.
If you were me, how would you handle these angry customers and let them know we were really suffering technical issues.
While it's hard to answer with specifics without being involved directly, my basic approach would be the following:
1. I would start the conversation with an apology and fully take the blame: "My apologies, Mrs. Jones, but it looks like our reservation system malfunctioned last night and we overbooked you and many other valued customers."
2. Then, I would be sure to immediately provide the customers with their options or our solutions: "The good news is that we will be able to accommodate you and your party the following week ..." (Or whatever solution we can provide.)
3. Finally, I would thank them for their understanding: "Our technology team tells us the malfunction has been fixed and that it will not recur. That said, I am so grateful for your understanding; thank you."
Moreover, I would try my best to get all 3 points made before the customer explodes. If they do explode, then I'm going to sit and wait patiently while they vent... then go back to my 3 points.
I'm hopeful this helps - sorry to hear about the malfunction...
Best wishes,
Steve
Much appreciated Steve.
eventually we accommodated the overbooked guests to partnership properties by paying extra costs.
anyway, your tips are valuable to me, and I will try them one day probably.
warm regards,
Waoooo thanks so much for this video
Thank you for this video and tips. Starting as a receptionist next week and super anxious
My pleasure and Congratulations on the new gig!
Thank you so much, really useful video!
You're welcome, Alisa. Glad you found it useful.
Best wishes,
Steve
Ohh god.. I'm lucky that found your video. I will start work as a GSA soon and it's my first time in this field. This video so helpful. Thank you so much!!
Glad you found the videos - best of luck in the new gig.
@@SalesTrainer thank you so much 😊
Fantastically said
This is great
great video!
Glad you enjoyed it
nice. simply nice. true facts
This was amazing advice. Thank you.
My pleasure - glad you found some value in it.
Great training, tips, and advice.
Thank you, Judy!
Off topic, but i just realized 2 minutes into the video, this is green screen
Good point. They can change the background so he's about to be eaten by a shark, that would be cool. Maybe the Hindenburg going down in flames.
Lol 😂 i didnt realize it 2 after i read your comment
Facts facts facts👍🏽
Thank you 🙏🏼
My pleasure!
Such a helpful video
Excellent! Glad to hear that!
i have been offered a reception job. I am so nervous to accept the job because I am not sure how to handle difficult situations. After watching your video I am more confident and will be reaching back to the job offer. It's a new career path but it will be great to learn about the company's environment.
You can do it!
this video is great with thank you Steve
Glad you think so! And thank you!
thank you i am applying for this position tomorrow!!
Best wishes on the interview!
Thanks so much
My pleasure!
Thanks!
My pleasure!
I admire your approach and everything you said in this video. Unfortunately for me, I was unable to defuse a situation in which a person was trying to enter a security-sensitive location with unauthorized items on his body. Even though the person spoke with my supervisor and I attempted a fair compromise with him, he continued to disrupt my duties until I finally verbally unloaded on him. It felt great, but cost me my job. And he still entered the location without being checked, scanned, or even cleared to not have a weapon on his person. Life's great isn't it.
Edit: Except 10:30 onwards, sorry.
This also sounds like poor management from the company. Not entirely your fault. It sucks that it’s not understood that way
you are just awesome
Thank you, Mohamed, for the kind words! Best wishes!
Very helpful.you are the best
Happy to help! Thank you for the kind words. Best wishes, Steve
Best video ever
Thank you. Glad you liked it!
what about the F.M.L. concept? lol
Fadi A 🤣🤣🤣🤣
Lmaooo that’s the first thing I thought when he said that
... great ... !!!
Thanks Steve I have a medical practice and my staff is nice but need better training no doubt, but we cant always meet their needs for whatever reason despite their expectations and there are times the answer has to be NO for some things like medication and patients are always mad and want what they want now and I am not always available to help them. How do we try to meet their needs but not anger them if we cant at all or at that second.
Hi Mark. You surely can't please everyone - especially when it comes to medical services. The best you can do (IMO) is to stay positive, side with the customer (in spirit) and lament the policy that's tying your hands.
For example: "Mrs. Jones, I completely agree that it seems ludicrous that the state would mandate that we give no more than one aspirin per person per day. But, you know California, right? I'd love to help you, but then I'd probably lose my job and you wouldn't want that, would you?"
Additionally, whenever possible, frame "we can't" into "we could." For example: Instead of saying "we can't help you because..." say "we could certainly help you if..."
Thank you, i was very helpful.
as a manager, if i prove the customer is wrong and he/she wanna leave with outstanding balance, what would i do?
Glad this was helpful, Mohamed. When it comes to money (whether a refund, a return, product damage or simply a due bill), each business must decide for themselves what makes the most sense in the long run. This means you sometimes let a customer take advantage of you if it means keeping them as a paying customer in the future (and if the monetary loss is nominal).
For example, if there is a past due balance of say 50 cents on an account and your system won't let your customers charge something new when they have a past due balance, but this customer swears they don't owe this 50 cents, then you would just write it off, correct?
But, if they owed you $200 and your average profit from a sale was $2, then you could not write off this amount for an average customer, could you?
I wish I could give you a more specific answer, but each situation like this is fluid - and having a flexible system that allows front-line employees and managers to use their judgement generally works out best for you and your customers.
I need your advise, I work as a receptionist in a GP surgery, and i have one patient that comes in every week who is very aggressive. He throws stuff at me including pens, his phone and even once raised his fist to me and I wasn't doing anything wrong, he just has anger management issues with the doctors. I have told my practice manager and she isn't doing anything about it, how do i manage physical abuse of patient
Yikes! I'm definitely not the one to ask about this. You may want to PRIVATELY consult a labor attorney in your area.
If I were in this position, and assuming this is not the only place in town I could work, I would start looking for a better job.
If I've told my employer about this abusive customer, and that I do not feel safe; and my employer still failed to take any action, I would secure other employment and then leave. (Depending on the seriousness of the abusive behavior, the police might even need to be called.)
But, I would definitely contact a labor attorney in the area to understand my options.
Little Ewan
That needs to be documented and REPORTED!
And Change jobs if the manager does not address the situation/client !
I've worked in healthcare a very long time and receptionists take a lot of verbal abuse from patients and family members, too be blunt, the US is the worst. I see no reason that person should be sent a letter from the medical director stating the behavior that has been documented and if continues they will have to seek another medical provider. The hospitals in my community in Ontario Canada have a sign posted in medical offices and hospitals "Aggressive behavior and abusive language is not tolerated". I would have loved to have seen that sign in the places I worked in the US, there seems to be the idea that receptionists in healthcare should have to tolerate abuse from the public and my experience, they receive little to no support from these nurse managers. Patients can be fired too.
The story about the hostess getting the last word. Myself when I was a host at a restaurant 30 years ago we would do this too but we seat people at the clean tables letting them know it will be a bit before we get their order and I would get that well we'll go some place else like and i would reply back " Well sorry you feel that way I do hope we see you some time in the future" guess what they would come back not all but i say a good chunk of them did.
I have a question. I work in customer service as an Agent and I can deal most of the customers are normal and nice and even the ones who are angry and unreasonable. But we do get some customers in my line of work who are just SIMPLY IMPOSSIBLE TO SATIFSY and are hell bent to argue and only fight and bring you down. No matter what you do, how much you try to show them see reason, they turn a blind eye or look the other way and start saying you dont know anything or you are dumb or worst, I want a Manager. And I hate such situations. What are your suggestions on those type of customers which are impossible to satisfy no matter what?
Great question, Prashant.
First, it's important to remember that they are the ones with the problem, not you - and, their problem is they are an a-hole. This is something that you cannot fix; and that you should never allow to negatively impact you.
While each a-hole is a little different, letting them vent and then asking them "what reasonable solution would you like to see?" to their issue will diffuse a great many of them. (Most often, people just want to be heard; and if they believe that you are listening and that you will push their solution up the chain, they can be satisfied.)
For those that will continue to vent, you can play Steve's Angry Game or (if your company allows it) you can escalate to a manager.
I'm hopeful this helps; though without knowing the industry or a specific instance, my advice should not be taken on face value. As the one closest to the customer, you likely have all the answers.
Apologize and walk away. You have others customers that need your attention
Hi I have a question, I work in sales in an airline company and I have an agent that every time that I can't confirm here request , I get yelled every time , and I mean every day
And when I try to explain why I can't confirm her request she scream don't talk to me like a teacher , and when I only listen to her scram she gets even more angry, and some times when I don't answer her she start with the usual routine of saying that I do not know how to do my job , that I don't try hard enough and maybe I should switch my job. It also important to add that the last sales person she had just give her every thing she wanted but now the rules have changed and she does get more no (at things that she usually got yes )
What do I do because she is wearing me down
Thank you in advance
This is a situation where I like to think "I don't get paid for this crap... let's pass this to those who make the big bucks."
In other words, this is a situation for your manager to handle. This is what they are there for - to help you help the customer. In this case, your customer is being unreasonable and needs to be told by someone in authority that "This behavior will not be tolerated." (If your company does allow customers to "wear down" their employees, it might be time to look for a transfer to another department or to move on to a better job elsewhere.
i think ,you do your Job as per the right Procedure/by applying company standard operating Procedures of work, then your doing it rightly,Customers may confuse you mainly if they want things to work on their way,most especially in the sales Departments,Customers seeking for abnormal discounts not allowed by the company.if go against the company procedures then you loose your Job,remember No customer customer will employ you even that one seeking for favor/special treatment,Just don't be rude,listen,speak terms,act in a professional manner
thanks
This is good. Why not more subscribers?
I had a customer who became so angry with an employee that he started to bang his fist on the counter as a co-worker i wanted to help but I was afraid and didn't know what to do.
Excellent information - May I show it to my adult ed class?
Absolutely! Glad you like the material.
thank you sir for this simple video, i totally count how many times you always saying fmf hehehe just kidding sir😊😊😊
I probably don't say it enough... :)
this is funny! why get mad right? lets play a game! :)
It's actually quite hilarious when you have a team of like 5-6 CSRs and they've all put money into a pot to see who can stay the most calm as their customer keeps getting angry. Eventually, even the most angry customer will calm down when you give them enough time to vent.
im actually going on an interview today and watching your videos! good luck to me! :)
Good luck! (But, don't mention making a game out of angry customers in the interview... )
I have 2 colleagues that hate each other. how can i help them resolve their issue 🙈
Great question! And I wish there was a quick and easy answer to this. With any conflict, there are underlying issues that usually need to be explored. Without knowing these, I cannot begin to provide real assistance here.
One possible thought - provided one of the two wants to resolve this - is to ask one of them to make the outward effort (even if on the inside they still hate the other person). It's something that helped me resolve a similar situation in my career. The actual steps I took and the outcome of that are documented on my blog: askthemanager.com/2015/03/how-to-get-ahead-while-winning-over-the-backstabbing-jerks-at-work/
Let me know if one of them is willing to try it and what results from this.
very well narrated... a little fast delivery of speech
Can you give the conversation example?
Hi Tary - Happy to; just give me a little more info or the actual situation.
Wow,I love this video,but i am not good enough english if you put sub on it should be more helpful but i will keep watching your video to practice my english
Great idea - and glad you enjoyed the video. While we don't have subtitles yet, we did transcribe this video in English. Follow this link to follow along with the transcription: stevestauning.com/receptionist-training-how-to-handle-an-angry-customer/#.WqVyd-gbOMo
Steve Stauning thank you so much,you respond very quick
11:00 ok boomer
Shit i did. some things wrong. I am a cashier. :(
It happens... :)
Customer is NOT always right. Thank you. but it is your job to diffuse. then you can go home and take it out on your cat...or journal, or take boxing lessons or play racquet ball, better yet.......FMF have a beer. Very funny.
All great choices! (Provided "taking it out on the cat" is merely a discussion about how little real work cats do around the house.) :)
this dude sounds like dave ramsey lol
I think I'll take that as a compliment.... :)
In your statement "to make a game of an angry customer, see how long you can keep them mad" isnt that contradicting what you said about diffusing them and hearing them out?
Dont we want to allow them to diffuse quickly before passing them off to the next appropriate person to handle the customers request or concern?
Also, allowing them to go on and on about their angry situation takes away from other callers , resulting in other customers to stay on hold for too long as you deal with this angry customer.. Your other video teaches that its not good to keep them on hold too long as it doesn't make a good first impression or can lose a new customer.
How can you both quickly resolve an angry customer, So your able to answer other calls ?letting this angry person vent and be heard takes so long!
Can you still use the "3E rule" and get them quickly to the appropriate help they need? (If i am not able to help them, or just directing their call?)
Hi Rachel,
You make some great points that I should probably clarify better:
1. The Angry Game is meant to keep the Agent from taking a customer's verbal assault personally. Instead of trying to calm down an unreasonable jerk, the Agent is often better off allowing them to vent. By making this a game, there is never a desire to cut off these customers (which would make them even more angry).
2. It sounds like the center where you work uses the wrong metrics for judging performance. Outdated metrics like average length of call or number of callers assisted per hour are inadequate and off-target when our goal is to satisfy our customers in a way that makes them lifelong, raving fans. (Zappos customer service famously had a 10-hour call, I believe.) Better metrics would be something like Issues Solved Per 100 Calls Ratio (you solve X issues over every 100 calls).
3. Our goal should be to solve the issue on the first call, without having to transfer to anyone. This is something I will address in an upcoming video series entitled THE CUSTOMER EXPERIENCE: HOW TO WOW EVERY SINGLE CUSTOMER EVERY SINGLE DAY!. (This session will be recorded live on December 21, 2016. Go to UndeniableAdvantage.com to register or go to SteveStauning.com if that date has passed.)
4. All of this said, if your customer service center is too set on the call metrics to allow you to adequately solve issues, then you need to resort to My Rule 1: FMF - Feed My Family. Do what is necessary to take care of your needs and the needs of your family first, then worry about the customer. In great organizations, FMF is aligned with the company's and the customers' needs. When these are not aligned, you need to be selfish...
Hope this all helps!
Best wishes,
Steve
These videos have been very helpful. I’m going in for a receptionist interview today and this is really building up my confidence.
Best wishes on the interview!