There is always a reason for behaviour. This is a simple truth, and when someone is complaining, and perhaps being aggressive, there is always an underlying driver of this behaviour. The skill is in determining what lies behind the behaviour, and then in looking after the “human” element and the underlying emotion driving the behaviour, before focusing on in house processes and procedures.
Too often an un-skilled representative takes a defensive stance in the face of a complaint, which compounds the problem, and the battle ground is set!
It may well be that “we” are inadvertently triggering the customer’s negative behaviour, or exacerbating it, and it is important that anyone in a customer facing role has an increased awareness of the impact their own behaviour has in driving outcomes.
It is vital that the customer service representative reacts calmly, positively and professionally when dealing with difficult customers either face-to-face or on the telephone, ensuring they defuse the situation as swiftly as possible and obtain a resolution that meets, and ideally exceeds, the customer’s expectation. This GBS course teaches the representative how to remain calm, feel confident in handling a complaint, be able to identify the underlying driers of the aggression, and be able to win back a customer’s confidence in your organisation.