More than 75 cities have seen protests over what happened to George Floyd. I'm not accustomed to seeing the President of the United States encourage local authorities to use violence and employ stronger police tactics against civic protests and riots that have overwhelmed the nation. State governors, both Republican and Democratic, have also shared my shock by pushing back against President Trump's bellicose stance. Anyone with some business sense knows that the worst way to diffuse a tense or confrontational standoff is to threaten or try to intimidate the other party. Given President Trump's business background, I'm surprised he has not used this 7-step customer service playbook to calm down the nation.
Step 1 - Remain calm
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When a customer starts yelling or being otherwise rude, responding in kind will probably escalate hostilities. Always maintain control of yourself, and stay calm.
Step 2 - Don’t take it personally
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It's very important to point out that the customer is not angry with you. They expressing their unhappiness with the performance of your product or the quality of the service your company provides.
Step 3 - Use your best listening skills
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The first thing an angry customer wants to do is to vocalize their displeasure. Listening patiently can defuse a situation, as long as the customer feels acknowledged in their complaint.
Summarize what you’ve heard after they have spoken/yelled, and ask any questions to fully understand their complaint.
Body language can be critically important here. Keep eye contact. Stand or sit up straight. Keep your arms uncrossed. Show how closely you’re paying attention to their problem, - Newtek, contributor
Step 4 - Actively sympathize
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Express sympathy for the customer's unpleasant customer experience.
Respect and understanding go a long way toward smoothing things over, - Newtek, contributor
Step 5 - Apologize gracefully
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If you want the angry individual to stay a customer, you need to express an apology for the problem they are having (or perceive to be having), whether it's legitimate or not.
A simple, straightforward statement is often all that’s needed: “I’m sorry you’re not happy with our product. Let’s see what we can do to make things right,”- Newtek, contributor
Step 6 - Find a solution
Once you understand why the customer is unhappy, it is time to offer a solution. Ask the individual what they feel should be done, or put forward your own fair and realistic answer to the problem.
Step 7 - Take a few minutes on your own
Dealing with angry customers can be an unpleasant experience. Make sure you take some time to relax and to reset your emotional state. Options include, taking a short walk, meditating, or even some golf.
I think President Trump is capable of using this method to address the American people. In fact, he's already used it previously. It's probably a good time to use this method again.
Thanks for reading!
Good luck, and stay safe!
Cover art by Hunters Race on Unsplash (cropped)
