Ask the Expert
How to keep your cool while dealing with a difficult customer
By Quill Customer Service Manager Sherry Posch
Let the customer tell you their problem. Show active listening skills by asking clarifying questions. Do not interrupt or talk over the customer. Often, all they is a chance to vent.
Apologize and tell the customer what you can do for them, not what you can't do. This maintains a positive spin and lets the customer feel they are being taken care of.
Empathize with the customer's situation. Show them you appreciate their frustration and want to help rectify the problem.
Remember to project confidence and use a positive tone of voice. Your tone of voice is the key to getting the customer to listen to you. If you are not on the phone, open body language is also necessary to convey concern and a willingness to help.
Have some more tips to share? If so, let us know!