Attitude

Attitude is a State of Mind Regardless of the nature or seriousness of the customer’s problem, certain negative factors may serve to complicate it. The customer may exhibit the following behaviors: Be angry, worried, or frustrated, Lack confidence in your abilities, be unwilling to accept anything less than the desired solution to a problem However, if you can recognize these factors and make appropriate allowances for them, you may avoid further complicating the customer’s problem. The customer who is emotionally upset (angry, worried, or frustrated) may have difficulty in stating a problem accurately or completely. Significant information may be omitted; opinions may be confused with facts; or there may be a feeling that the information you are requesting is too personal. Usually, it will help if you can first determine the cause and target of the customer’s emotional upset. What caused the anger? To whom is it directed? You may be able to sort out this information by letting the customer “unload,” as depicted in figure 1-8. Leading questions should fill any blank spots. The old adage, “The customer is always right,” is not true in all situations. Personal abuse is not a “right” of the customer. But, the customer who is allowed to “blow off steam” (within reason) may then become apologetic and ready to accept your help. When you are faced with an upset customer, remember that your purpose is to serve that customer’s needs. Any other response on your part that may cause the customer to become more irritated is not appropriate. Try to calm the customer and maintain your self-composure. If you start shouting back