37. When the Customer Insults Your Compe

When the Customer Insults Your Competence : 

When the Customer Insults Your Competence By VanSight

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The Situation : 

The Situation Angry or frustrated customers sometimes vent or aim their anger about the situation at the most available person. That target could be you. One of the common attacks or insults has to do with the employee’s competence or intelligence. How you handle this kind of situation means the difference between turning The situation into something positive and constructive and creating major hassles and upset for everyone. Here’s how to deal with these insults. 3

Techniques Used : 

Techniques Used 4 Allow Venting Empathy Statements Not Taking the Bait Refocus

Dialogue : 

Dialogue 5 In this Dialogue the customer is upset Chooses to make comments about the employee’s competence & intelligence.

Dialogue : 

Dialogue 6 Customer: What the hell is wrong with you? Are you too stupid to understand what I’m trying to tell you? Or is it You just don’t give a damn? Employee: I can see you are concerned and I’d like to Help. Customer: Damn right! I’m fed up having to deal with idiots like you. Employee: I’d like to try to help you, but I need to ask a few questions. Let’s see what we can do to get you What you need.

Explanations : 

Explanations 7 The most important part of this example involves what the employee does not do. Although the insults are offensive, the employee realizes that if she reacts to them, the discussion will worsen into a flat-out argument, which won’t help the customer and doesn’t benefit the employee. So, she does not take the bait. She focuses on showing the customer she understands he is upset using empathy and also gives the customer some leeway to vent his frustration. After the customer has vented and not succeeded in getting the employee to jump at the bait, the employee tries to move the conversation away from the customer’s anger and back to the reason why the customer contacted Her. This refocusing is intended to get back to the primary concern, issue, or problem.

How to Diffuse the Situation : 

How to Diffuse the Situation 8 To help you not react to insults, keep in mind that the Customer is, in effect, a stranger and should not be allowed to control your emotional reactions. And remember: You don’t have to react with anger. Keep in mind that if you end up in an argument, you are going to lose, since you don’t have the freedom to unload on a customer, without running the risk of censure from your company. It may not seem fair that you can’t strike back—and It’s not. If you take the bait, you end up suffering the consequences, in terms of stress, time, energy, and your reputation.

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