It may seem unfair that you are the one that has to learn and use skill to deal with angry and difficult customers, when they can be abusive, attacking and obnoxious.
No doubt you understand that angry customers can affect the success of your employer, but that's not necessarily a powerful motivator to learn the skills. So, the real payoffs need to be for YOU. Here's a few of the benefits, or reasons to enhance your customer service skills.
The Benefits of Improving Your Customer Defusing Skills
There are many benefits to your employer if you can turn around difficult customer interactions, but there are many benefits to customer service representatives in using the skills we describe:
- Angry customers are stress inducing. Develop superior techniques and you'll feel more in control, less confused, and more prepared to deal with even the most difficult customers.
- If you are on the firing line, you know that angry and difficult customers eat up tons of time. That slows you down, and delays cause other customers to get frustrated. Learn the skill in our book, and you can save up to 50% of your time spent dealing with hostile customers.
- Enhance your career: Managers DO notice when staff members handle the tough customers effectively, because it saves them time and grief. Result? You are more likely to move your career along.