Maria was upset. Rightfully so. The product delivery was delayed, she couldn’t get anybody on the phone, and nobody would reply to her e-mails. So, she went down to the store, and she found a customer service representative.
After the initial greeting, the employee listened to Maria’s complaint. While Maria told her story, the employee stood there…with a blank face. There was some eye contact, but otherwise there was basically nothing. No nodding. No furrowing of the brow. No outward signs of inward empathy.
Maria wasn’t getting any reaction, so she just kept talking, although she felt like she was talking to a brick wall. Eventually Maria stopped, paused, and the employee asked to see her purchase receipt.
Maria’s frustration transitioned from the delayed product and the lack of responsiveness to the situation she was facing at this point – an employee who had not been trained on…how to engage someone who was upset…how to use her body language to convey a little empathy…how to note some understanding and communicate effectively.
Although Maria thought she went to the store solely to get some resolution to her issue, she soon realized what else she wanted. She wanted to be heard. She wanted to be understood. She wanted somebody to convey that they cared.
When you’re dealing with a customer who is upset or frustrated, understand that – for most of them – it’s not just about the issue. It’s about how they perceive your organization feels about them based on that negative experience. The situation makes them think that the company doesn’t care, but how you engage them about the situation can convey that the company really does care.
Engage the person when you’re dealing with their issue. Use your body language and expressions to show you care about them individually, even if the issue with their product or service may have given them the opposite impression.
Avoid giving them an additional reason to complain.
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