Dealing with customers on a daily basis is not without risk. The rewards are often large in a customer based business, both on a personal level and when it comes to money. Many people love dealing with people, the communication and opportunity to help is what drives them. Also, the monetary rewards for running a successful customer based business or even just working for one can be very substantial.
However, there are dangers lurking in being around and dealing with a high number of people every day. A small percentage of humans are dangerous, and some of them will target you just for being in the wrong place at the wrong time, so to speak. So what can you do to minimize the risk involved? A few small steps can prevent you from being the victim of either a planned or unplanned crime.
Let me first say that nothing you can do will eliminate risks. Just being alive is risky, but doing things right can be the difference between injury and escape. Here are a few tips for staying safe in a customer relations environment.
Always keep yourself to yourself. The customer doesn't need to know anything about your personal life, and only very rarely do you have to reveal anything about your personal life to make that sale. Preserve your privacy.
Stay calm. There will always be unhappy customers, there will always be complaints, and some of these complaints and unhappy customers will get to you, perhaps making you annoyed or even angry. Keeping your cool will also prevent the other party from escalating the situation, and that will in turn give you the upper hand.
Put an early stop to escalating situations. If need be, get your manager - if you are the manager, "freezing" a situation will often be an effective course of action. Inform the other party that you need to consider their claims, and schedule a new meeting at a later date, or even just later the same day.
Make sure you keep your distance at all times . If you have a desk or a counter, keep it between you and the agitated other.
As the observant reader will have picked up by now, keeping your cool and being able to freeze a situation are key points. Freezing a situation is a tried and tested way for everyone from bankers to cops to prevent injury and difficulty, and with a little practice, you will be able to use it effectively to your advantage.
A would be dangerous customer will be tamed very easily if you give him or her no reason or opportunity to escalate, and the result is that you will most likely "win" the argument and prevent further difficulty.
Also, the customer will take his or her aggression elsewhere, which is the most important part of it all.
Written by Gunnar Sommerfeldt
EzineArticles.com
The Christian advantage
Forgive the one responsible even if they are totally wrong.
Ephesians 4:30-32, 5:1-5
Do not let any unwholesome talk come out of your mouths, but only what is helpful for building others up according to their needs, that it may benefit those who listen. And do not grieve the Holy Spirit of God, with whom you were sealed for the day of redemption. Get rid of all bitterness, rage and anger, brawling and slander, along with every form of malice. Be kind and compassionate to one another, forgiving each other, just as in Christ God forgave you.
Be imitators of God, therefore, as dearly loved children and live a life of love, just as Christ loved us and gave himself up for us as a fragrant offering and sacrifice to God.
But among you there must not be even a hint of sexual immorality, or of any kind of impurity, or of greed, because these are improper for God's holy people.
Make no attempt to defend yourself
Luke 12:12
“For the Holy Spirit will teach you at that time what you should say.”
Ask the Lord
Psalms 141:3
Set a guard over my mouth, O LORD;
keep watch over the door of my lips.
Maintain a quiet spirit and ask the Holy Spirit if and where you are at fault.
Ask God to show His purpose in allowing this conflict in your life.
Remember conflict is inevitable, Response is a choice!
