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When your job entails dealing with customers, it is inevitable that from time to
time some of those with whom you deal will be dissatisfied and in something of
a mood. Your job in this case – as in all cases of customer service – is to ensure
that the issues are dealt with promptly and efficiently. If this should mean that
you have to listen to some ranting first of all, then it is worth accepting that this
will be the case, and allowing a customer to say what they feel they have to say before getting to the
heart of the problem. When all is said and done, you will be seeking to get the point across to the
customer that you both have a common goal – the resolution of their problem.
It stands to reason, as a result of the circumstances, that the customer will display signs of anger
towards you initially. You, to them, are a symbol of the company for whom you work, which is also the
company with which they have an issue. In the customer’s eyes, you will be an opponent, and someone
to be overcome. Your task is seeing to it that they realize that this is not the case. You are both on the
same side here, as people who want to find an end to their problem. Of course they will not see it that
way at the beginning and this is where you will need to employ good customer service. Ask questions
about the problem, to demonstrate that you are taking it seriously. Begin to formulate a solution and
explain what that will be. Allow the customer to be part of this process, and you will gain their
confidence.
In the long run, what you are looking for is a solution that the customer will be happy with. They may
have begun your interaction by making known their dissatisfaction and being somewhat hostile towards
you, but the fact of the matter is that as long as you maintain a calm demeanor and address their
problem seriously, looking to work with them as you go, they will recognize you as an ally rather than an
adversary, and will be a lot more ready to work with you on the issue. Once the issue is solved, they will
remember you as a person who helped them, and will see you and the company in a more positive light.