With the economy in shambles people are reverting back to jobs like customer service, retail and serving in restaurants. The only problem with this is that each of these jobs main duties revolve around making the customer feel happy and doing what they want. This means if they’re already in a bad mood and don’t get what they want all of that anger is going back to you as an outlet. The key to this article is to teach you how to let it roll of your back and assist them as much as possible without lashing back at them in similar fashion.
Most people who are in a bad mood will try to do their shopping while in this mood. This means that regardless of what you do or have said to them, they are going to be yelling and making a fit over the littlest thing to vent. This is fine, just listen to them and grab a manager. Never argue back because this can lead to you losing your job even if the customer is the one that’s made. Remember the customer is always right.
The easiest and simple technique can be taken from children. Ignore them. Politely nod your head and ask how they want you to solve their problem (no sarcasm) and just let them ramble on and on. Eventually they will realize they will not get what they want or ask to see a manager. Either way you are eventually out of the problem area.
Put on your biggest smile. People who are in moods can quickly switch to happy from a customer service rep being friendly or helpful to their needs. Sometimes they are frustrated at the service at the store or restaurant and a helpful employee, such as yourself, can be a mood changer instantly.
Feel bad for the people who are mean and rude to you for no reason. These are the people who are mad at winning the lotto because it means they’ll have to pay taxes on it. Nothing you do or say will change their mood; it is their lifestyle. Just help them in any way you can and if they are still being mean let them move on. There is never any harm in simply saying you will grab your manager or another employee.
Lots of the time people get into ruts and only remember the bad customers. This is like new car syndrome but worse. It can put you into the same mood that your customers were in. Do your best to either remember the good and bad customers or simply remember the good ones. Why dwell on a jerk when you could remember all of the friendly people?
Customer service has always been the job that gets the blunt blow of people’s emotions. With this struggling economy people seem to be in even worse moods. Remember to smile and do the best you can at making their day better because really that is all your job entails.