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Principles of Defusing Hostile A Customer |
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Written by Robert Bacal
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Thursday, 26 February 2004 |
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There are twelve principles that you can use to guide your defusing efforts. Review all twelve to ensure your success the next time you are called upon to defuse a hostile customer.
The twelve principles to defusing a hostile customer.
- Deal with the feelings first
- Avoid Coming Across as bureaucratic
- Each situation is different
- Strive to control the interaction
- Begin defusing early
- Be assertive, not aggressive or passive
- If you lose control of yourself, you lose, period
- What you focus on, you get more of
- Don't supply ammunition
- Don't ask questions you don't want to hear answers to
- Avoid inadvertent errors
- Avoid high risk, high gain behaviour
This is an excerpt from the Defusing Hostile Customers Workbook. For more detailed help on defusing hostility, click here. |
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