Prepare 10min Role play When the Customer Insult Your Competence THE SITUATION Angry or frustrated customers sometimes v

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Prepare 10min Role play
When the Customer Insult Your Competence
THE SITUATION
Angry or frustrated customers sometimes vent or aim their anger about the situation at the most available person.
That target could be you. One of the common attacks or insults has to do with the employee’s competence or intelligence. How you handle this kind of situation means the difference between turning the situation into something positive and constructive and creating major hassles and upset for everyone.
DIALOGUE
In this dialogue the customer is upset and chooses to makecomments about the employee’s competence and intelligence.
Customer: What the hell is wrong with you? Are you toostupid to understand what I’m trying to tell you? Or is it you just don’t give a damn?
Employee:
Instructions: Continue the conversation with the client using the following techniques:
TECHNIQUES USED
■ Empathy Statements
■ Refocus
To help you not react to insults, keep in mind that the customer is, in effect, a stranger and should not be allowed to control your emotional reactions. And remember: you don’t have to react with anger.
Keep in mind that if you end up in an argument, you are going to lose, since you don’t have the freedom to unload on a customer, without running the risk of censure from your company.
It may not seem fair that you can’t strike back—and it’s not. If you take the bait, you end up suffering the consequences, in terms of stress, time, energy, and your reputation.