How can I deal with difficult customers at work?

Question

I work with the public (library) and some people are just so difficult. And they get angry sometimes when they cannot get their way. What is the best way to handle these situations?

Answer 1

Kill them with kindness.

"Romans 12:20 Amplified Bible
But is your enemy is hungry, feed him; if he is thirsty, give him drink; for by doing so you will heap burning coals upon his head."
"Matthew 5:44 But I tell you, Love your enemies and pray for those who persecute you."

Now you are probably thinking that is easier said than done, Right? Wrong. If you smile at them when they start ranting and showing their low I.Q., it throws them off kilter and they don't know what to think or say. When someone starts on you and you want to throw in the towel and run, just smile at them and when they are finished, say, "You are so right, what can I do to change it? What do you want me to do to make you happy? I understand how you feel, tell me what you want me to do about it?" When you use any or all of these, you will be more content with yourself and they won't know how to act. Try it once and see. You will be amazed.


P.S. A person may not remember what it was you said to them but they will always remember the way you make them feel.

Answer 2

There are a few things that you can do and these apply to dealing with people in person or on the phone:

1. Take a deep breath and settle yourself if, during their likely angry explanation or complaint, you've become unsettled. You can't help anyone if you're not calm yourself.

2. Kill them with kindness - Try to make them believe you understand their frustration or anger. If they feel you're on their side, they'll calm down a little faster. Be polite and respectful of them even though they may not be very respectful of you. If they can't behave themselves, that's their problem, not yours.

3. If you're trying to solve a problem for them tell them what you are going to do to help them. It's always helpful when they know something is going to be done and what that something is.

4. If you can't get the problem solved right away, tell them you will get back to them and when. Even if you dont have a solution by the appointed time, if you let them know you're still working on the problem, they'll know someone is trying to help and this helps defuse anger.

5. Know that you can't please everyone. Some people would just rather be miserable or angry. If they can't calm down enough to communicate to you what the problem is or they become verbally abusive, tell them that there is nothing you can do for them when they're so angry and that if they come back to you once they've calmed down, you'll be glad to do whatever you can to help.

Finally, know when to move up the chain of command. Often a manager or other higher up can handle a situation better and more efficiently that you can. Sometimes you just don't have the authority to accomplish what needs to be done and then it's their job to take care of the situation.

Answer 3

Be honest and think about it. If you give an answer of how someone else handled it, you will get caught in a lie. They want to know how YOU would handle it. Gather your thoughts and be honest. Would you: Ignore the anger, address it, step around it? Would you: Tell the customer they are right, they are wrong, or see that right or wrong, they FEEL they have an issue and try to solve their problem? The Idea in handling a difficult customer is being able to defuse a bad situation. If you feel things 'getting out of control' you need to know when it is time to get the boss involved in the situation. Think on these things and get a plan of action in your head. Every situation will be different but you will have an idea. The customer is not always right, they are always REAL. There is a difference.

Answer 4

The best way to deal with people is to make sure not to make a bad situation worse. If someone is mad because they can not get what they want I simply say...."I would love to help you, I really would but unfortunately it is out of my control....I understand why you are upset so believe me if there was anything I could do I would."

The key thing is when people act obnoxious the last thing you want to do is escalate it. Don't make lame excuses and do not start accusing them. You will know very quickly if you went off track because you will see it or hear it in their voice..>Don't go there. If it gets out of hand and they start yelling one of the key things to do is speak to them in a volume that is below your normal tone....when you quiet down they tend to quiet down. If they continue let them know you are more than willing to talk to them but for others in the library we must speak about this in a rational tone.

People go off or talk because they want someone to understand their point of view. Sometimes they will talk it out for a long time just because they want to be heard. Be compassionate and be smart....these days you never know how badly someone can go psycho on you.

Remember if you have diffused a situation...You have won. Even if they are the ones that feel more powerful because they went off on you.

Good Luck

PS. Telling someone to calm down is a sure way to make them mad.

Answer 5

Take the higher ground. I've worked in customer service for over fifteen years, and that's the only way. Don't take anything they say personally, they're just having issues. Maybe something horrible happened in their life or they're having a bad day. Tell them to calm down (gently). Be poised and composed. Don't loose your cool. They look to you for answers, if you falter, they will jump on the chance. Just tell them how it is, and if they don't like it, offer to call a police assistance. (that will get them to calm down or leave. If not, follow through. I only use that one for the worst case scenario.).

Good luck,

Trilli

Answer 6

Be polite and just try to spell out the rules handed out to you by library in the course of conflict. Show them that you're doing a job and it is required of you to maintain discipline. Be nice, courteous and warm no matter if they don't want to see sense. That never fails but yes, become strict when the occasion demands.

Answer 7

To cut a long story short read the book, ' How to win friends and Influence people' by Dale Carnegie, a classic best-seller, it has all the answers ur the type of problem ur facing

A short one from me, Treat the customer like God, literally, no arguing, no anger, yes sir, yes mam, I'm srry let me help u, things like these, Sometimes what we say is not what we want but ur pride is what we want.

Answer 8

to not get mad..because if u do get mad and say something poeple would think that u are not good at what u do..but the best way to deal with them is to be like....

well i've tried to help u and it is clear to me that u don't want it. nor will u get it. and walk away....but say it in a nice way...

Answer 9

Always act decently and don't lose your temper. But! You need to learn 'the look'.

Ever had anyone look at you like you are stupid? It's that one. Look them right in eyes in such a way that they know you are informing them that they are acting like an idiot.

But at the same time be sure to act nice. They usually get the point.

Answer 10

be compassionate with them, care for what they care for, speak their language and their tone.
when they're angry, listen to them, empty their tanks before trying to fill them with what are you going to say.

make it more WE instead of ME vs YOU, be on their side or make them feel that way.

be censer when offering them help or alternatives.

again, make them talk about the problem and how do they feel, and be censerely compassionate and understanding. that's the key.