Handling an irate client with poise and tact

Gaston de ROSAYRO

The old axiom 'the customer is always right' can at times be completely wrong. I believe the right refrain should be: 'The customer is not always right, but the customer is always the customer.' In contriving to enrich service culture, most organisations place the needs of customers as their highest priority.

And they are fundamentally right because all customers including clients, patients, guests, employees, vendors, or partners are the people on whom businesses bank on for their survival. They are, in the end, the profitability and continued existence of any enterprise.

In the case of all reasonable clients give them what they expect and they will not complain. Many consumers are sick and tired of impersonal service. It is a problem we all endure! Many businesses simply stop at providing what the clients expect.

Actually the clients would appreciate your getting their order right or being provided a reasonably efficient service. But don't expect them to be euphoric about it. Consumer behaviour is simple, give them what they expect and you will not have to deal with fuming or violent customers. Avoid inconvenient incidents by providing what clients expect. But that still does not amount to exceptional customer service.

Excellent service means offering your customer better than the best. It means giving them an unexpected surprise by going beyond their expectations. Lessening delays, providing special services, some pampering and surprising them with other unexpected or extra add-ons at no cost will delight customers. Execution of these simple but meaningful tactics will prove beneficial.

Over the years I have observed scores of seemingly otherwise polite people who go berserk simply because they realise they are in a position of authority - the kind they feel empowered with just because of the customer is always right policy. I have seen people screech at restaurant staff and waitresses and verbally abuse personnel at service counters, often simply because they imagine they have a right to do so.

Yet some customers who grow up with the idea that they are always right, often attempt to exercise this supposed 'right' and relish the power it provides them. Because of this, they egotistically demand so much from customer service representatives with a serious warning that they have authority over them. But the reality is that customers are never always right. This deceptive adage is often misunderstood by both customer service representatives and consumers.

The fable that the customer is always right is an imprecision. It can be a damaging one because it can convey the wrong message to those working in the service industry. The idea is to always treat a customer with respect and do your best to service his/her needs. This involves listening to his or her problem and doing what you can to help find a solution to that problem. Stating the 'customer is always right' does not properly communicate what to do when he or she is wrong. It leaves some people in a bind when they are faced with the inevitable time that the customer is wrong.

True, good customer service converges on customer rights and consumer protection. But businesses and representatives have rights as well. Moreover, companies have their own policies.

They have rules and regulations that both personnel and consumers have to adhere to. Demanding beyond what the representatives can provide is often the cause of many such unpleasant incidents.

Admittedly, everyone wants to be treated properly and courteously. But unreasonable demands are a different kettle of fish. The saying, 'consumers are always right' is a reminder to extend as much courtesy and provide as exceptional a service as possible. However, it is by no means a declaration that should be literally taken to get anything and everything consumers yearn for.

Anyone feeling reasonably piqued over a frontline representative's ill-mannered behaviour has a right to complain to a higher authority as a means to seeking redress. But there is a right way of going about it. Because any justifiable customer grievance explained logically and clearly would be rectified immediately and in many instances be appreciated and recompensed.

But customers who flip their lids because of being denied excessive demands will realise that throwing tantrums will often be met with polite but stoic indifference.

Anyone who has ever been in the service industry long enough will tell you that some customers are just plain malevolent, incredibly insane and inflexibly obstinate. Personally, I believe that these insufferable people are actually 'doormats' who feel impotent in their work day worlds and get a perverse delight in taking it out on those who serve them. So what should you do when a customer turns mean-spirited, obnoxious, insulting or violent?

Vanguard representatives are usually taught to handle customer complaints with diplomatic finesse. However, not everyone is capable of handling furious customers with such flair and tact. Even the most skilled public relations personalities would feel angry when verbally attacked personally and sometimes physically.

However, the difference between excellent customer service and a pathetic one is managing your anger. In spite of their inward wrath representatives are expected to act professionally and with restraint. This means keeping one's cool and being respectful and courteous at all times. Customer representative must have the right calm temperament when confronting ranting and raving clients.

Aggressive interaction can often become totally unpredictable. When not performed suitably a volatile situation is bound to ensue. Reacting in a similar manner would be bound to inflame the drama. All service personnel must avoid explosive situations by learning how to handle angry customers.

Always ask questions even if you are aware the customer is wrong. And always try to come up with a solution. Just because the customer is wrong does not mean that there is not a solution to his problem. You might be able to offer him an alternative service or tip that will help him even if it is not the solution he had originally been seeking.

Leave no room for misunderstanding communicate clearly and courteously. When you end your conversation thank the customer for bringing the problem to your attention. Even though the customer's complaint may not be valid, he may have believed he was right. By thanking him and continuing to show respect you ensure that he has not lost face.

Many in the service industry will tell that there is no sure-fire way of dealing with different customer mindsets. This is especially so with those imbued with the 'Hitler mentality' who are enraged and impossible to see reason.

Always remember the excellent customer service skill reminders. In most flare-ups it is not personal, because the client is angry at the situation. Focus mainly on the important information and the facts not on the personal attacks. Appease the client as much as you can while clarifying the concerns and demands. Most of all keep your cool, be objective and offer solutions. Exercise patience, professionalism and maximum tolerance.

[email protected]