How to Handle Your Anger when You Receive Bad Customer Service
by www.Sedona.com
The slogan "the customer is always right" does, unfortunately, not apply nearly as often as it should, at least from many customers' perspectives. A survey by National Public Radio found that one out of two customers had problems while they shopped, ranging from long lines to uninformed sales staff.
Indeed, nearly all of us have experienced hassles while out shopping, on the phone with a service provider or when dealing with any number of other customer service representatives. They're supposed to be "serving" the customer … yet often end up being rude, unhelpful or careless, or supplying the customer with the wrong information altogether.
Just trying to reach a live person to talk to on the phone can now be quite maddening, as can trying to communicate the purpose of your call to a robotic voice at the other end of the line.
Not surprisingly, a dose of bad customer service is enough to infuriate even the most easygoing among us, and may easily blow the fuse for someone who's a bit more "type A."
Of course, getting angry at a customer service rep does not help your situation, nor does it do anything good for your physical and emotional health, which is why it's important to learn how to manage your anger even in the face of bad customer service. There's no reason to let a rude or misinformed customer service rep take the joy out of your day, after all.
Dealing With Your Anger Over Bad Customer Service
When you feel your blood beginning to boil, and even well before this point, here are the steps to take to stay calm when customer service goes wrong.
1. Don't take it personally. "Many companies have not gotten their customer service act together even though it is such a critical part of any business," says Hale Dwoskin, CEO and director of training of Sedona Training Associates. "Remember that bad customer service is not personal, then allow yourself to take whatever action is appropriate to right the situation for yourself."
2. Let go of anger and frustration. Oftentimes we let feelings control our thoughts, our behaviors and our very lives, but it doesn't have to be this way. Feelings you have are just feelings. You can learn how to let go of anger on the spot using The Sedona Method.
The Method consists of a series of simple questions that you ask yourself anytime you feel anger coming on. It teaches you how to tap into your natural ability to release negative emotions, like anger, anxiety, rage and more, so you can feel calm and at peace even during tense situations.
"Remember, the feeling of anger will not resolve the situation. In fact, it often makes it worse," Dwoskin says.
3. Talk to someone who CAN help. Part of what makes bad customer service so frustrating is that it often prevents us from achieving a desired end result. Keep in mind that a customer service rep may be limited in their ability to help you by company policies or managers. As you focus on releasing your anger, ask to speak with someone who can directly help you to solve your problem.
Source
NPR May 21, 2007
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