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This topic comprises 2 pages: 1 2
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Author
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Topic: Frustrated, and angry customers
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Randy Stankey
Film God
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Posts: 6539
From: Erie, Pennsylvania
Registered: Jun 99
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posted 09-16-2001 03:19 AM
One thing to remember when you have an unreasonable customer is NOT to argue with them. This will only inflame the situation. Just stand there and do your best to be a good listener. Don't offer any excuses, solutions or answers until they are done talking. Just add the normal, polite "punctuation" a good listener should use... "Yes, sir..." , "I see, sir..."Once they are done venting their spleen on you, PAUSE! Don't say anything for a few seconds. Use the time to THINK. Next thing you should do is to restate the problem back to the customer in your own, polite words. Ask them if you've got it right: "So, you are saying the usher was rude to you but when you told him so he gave you lip? Is that right, sir?" Now, here's the tricky part. Be SILENT! The first one to talk LOSES! Done properly, and politely the customer will probably chime in and say something like, "...And furthermore..." BAM!!! you've got them! ![](http://www.film-tech.com/ubb/wink.gif) What a pissed off customer REALLY wants is a sympathetic ear. They want you to listen to them. So now, you've heard the problem and given them your attention. Move on to the solution phase. It's simple. Ask them what they want. If it's something that you can give them, do so. If it's not something you can give, don't just say, "No." Make them a counter-offer. Chances are, if you've handled the "listening phase" correctly you won't have to make a counter offer. They'll take what they can get and go. The trick to handling unreasonable people is to get them on your side. The best way to do that is to just stand there and let them talk. Negotiate later after you've done the listening.
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Paul G. Thompson
The Weenie Man
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Posts: 4718
From: Mount Vernon WA USA
Registered: Nov 2000
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posted 09-16-2001 04:35 AM
Jim, it is really a shame, isn't it? Well, I suppose it is "Like father (or mother), like son (or daughter)".... And from what I experienced through life, it could be good or bad, as you just found out. Paul
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