Deflecting the Sting of Put-downs, Criticism and Attacks
In our daily interactions with clients, conflict is inevitable. It may be a cry for attention from the client, generalized anger directed at the nearest employee, impossible demands for perfection and control, or just another client calling Mark a LIAR! Regardless of the type of conflict, we have all seen how quickly our contacts can turn into the “Lions” that Zach discussed in his recent post. They yell, spit, pull hair, do not play well with others, and love to put you down.
Take to heart that you will not be able to make everybody happy, but stop feeling like you are “taking the blame” from the client. If you let the Lions get to you, you will burn out in a very short time frame. Maintain your professional approach to resolving the problem and remember that attitude is everything when delivering your message. Never forget that even though the client is attacking you directly, they are angry with the situation and not you personally. Stay calm, breathe and practice active listening skills. Your mood and attitude will affect your response. Listen for what the client is really after, run it through your brain, then make your refreshing follow up.
After an encounter with one of these Lions, learn from the situation and move on. Do not let harmful passive-aggressive behaviors come out the next time you engage the client. Stewing on the past situation is alot like sitting in a rocking chair. Sure, it gives you something to do, but it gets you absolutely nowhere. When you hear the phone ring and look down at your 7960 to see the lion’s name come up on the Caller ID, take a deep breath and eliminate feelings of hurt and indirect revenge before picking up the phone.
In the end, you have three choices as a member of our customer support group. You can be indifferent to customer relations, let the customer upset you, or use each contact as an opportunity to build MemberClicks’ and your image in the eyes of the client. Stay strong, stand tall and above all else, refresh them!
