One thing that you have to deal with in your business is when you face difficult and very aggressive customers. They come to your business from time to time, which is not a surprise. Every customer has the right to complain regarding poor service, poor product or it is just because the expectations they had weren’t met at all. However, there are times that their frustrations can go up to another level, which can lead to an aggressive and intimidating behavior. It can be very difficult to deal with, but when you don’t know how to handle them or you ride on with their level, you will find yourself in a middle of a situation where it leads to verbal or physical abuse. And you don’t want that to happen.
Here are some of the best tips that will help you breeze through the situation. However, the following steps will only be effective if you keep them in practice. There is a possibility that these will not work because you have slipped up or you let your emotions rule over you.
This is the most important thing that you need to keep in mind with – always keep calm and cool. It can be a quite a challenge especially among those that get easily frustrated and angry. But being aware now, you will see it to yourself that it won’t do you any good and even for your business if you get angry at them as well.
What you need to do is inhale and exhale slowly and speak in a soft tone. Make sure you are mindful that you do not raise your voice or even say anything that may provoke them.
Be mindful of your body language
Even if you are speaking calmly, when your body language is at an aggressive or provoking position, the first tip will not be very effective at all. It will only send out negative cues to them, making them all the more angry at you. Actions like tapping, pacing, clenching fists or even crossing arms can be a give away to them that you are not comfortable with the situation or be interpreted as being hostile.
You need to be confident and make sure you are in control, but at the same time calm, even if you feel intimidated by your customer. Try your best to cover it up. Avoid smiling as it may deliver a message that you are making fun or laughing at your customer.
Be wary of personal space
When people get angry, they prefer a more personal space. This is why when you get too close to them, it can be threatening and it will make matters even worse. If possible, try to put yourself in a position behind a table or a counter so that there will be a physical barrier between you and the customer. This will prevent your customer from getting physical. It will serve as protection for the both of you. Know More