Customer Rage on the Rise

Our front liners are confronting more and more angry customers. In fact, a 2009 Customer Rage Study by California Review Management reports that it is common and on the rise. The study shows that 44% of consumers have shown their discontent by talking to employees in a raised voice or by using sarcasm. And 36% of them have engaged in more violent behaviors such as slamming their fists, screaming, making threats, and using intimidation.

The last time I was at my doctor’s office, I noticed a sign that sat on the counter next to the admissions clerk. It said something to the effect that “we will not tolerate abuse of our staff.” Hmmm, I thought to myself. Could they have been victims of customer rage? I want to give your front liners a tool that will make them more effective in dealing with a complaining customer.  I call it our STOP, DROP and POLL technique.

First, STOP what you are doing and give your customer your full attention. Actively listen to what they are saying to you. Empathize with them (even if you think they are wrong) and let them know you are there to help.

Second, DROP your defenses. It is a natural response to take it personally. Your complaining customer has a beef with your products or services, not you. Remaining calm and composed helps you stay in control of your own behavior.

And third, POLL by asking as many questions as it takes to get to the bottom of their issue. Personalize the conversation by asking for their name and give your name. Clarify your understanding of the problem by repeating the facts back to the customer.

When the facts are gathered, tell the complaining customer what you can do to solve their problem. If you are unable to help them right away, tell them what you will do next. Confirm that they are clear about your next step and what they can expect to happen. Follow through on your promise to get the issue resolved.

Using the STOP, DROP AND POLL technique can help keep a complaint from elevating to customer rage. Teach this easy and effective technique to your front liners. They will thank you for helping them be proactive rather than reactive when dealing with complaining customers.

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Norma Huibregtse is an innovative Customer Experience Strategist, Business Coach, Blogger and Speaker. Her goal is to inspire business owners to captivate their customers and turn them into raving fans so that their businesses can experience increased profits and more fun. Contact her at [email protected] or visit her website at http://captivatedcustomers.com or call our office at (480) 694-6940.

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