Defusing potentially hostile accountholder situations
posted by Mike Burke on Tuesday, July 7, 2020 in SHAZAM Blog
We all dread dealing with angry or difficult people in our lobby or drive-up. By nature, we want harmony in our daily connections, so it's easy to get flustered or upset when confronted by an irate person. If you don't know how to respond, you can easily make the situation worse.
I’m often asked how employees should handle situations where they’re confronted with a hostile accountholder. Phrases like “verbal judo,” “reading body language” or “how to put out the fire” are often within that question. My response includes all of them to try to prevent the “fire” from starting.
Let’s take a closer look at the three elements needed to ignite a fire: oxygen, a fuel source (wood) and a heat source (a match). If we take any of these elements away, the fire won’t start.
• Oxygen: This is the customer venting their complaints — let them vent. Show empathy and understanding; these are uncertain times financially. Empathy (verbal judo) and understanding may take the oxygen away.
• Wood: Body language. A customer with aggressive posturing and an elevated tone of voice could escalate to aggressive behavior. Distancing is the key, putting physical space and obstacles between the employee and the customer.
• Match: The match is lit if the employee fails to take the oxygen away and doesn’t recognize the customer’s body language.
The key — take away the oxygen. Responding calmly with empathy can help the employee stay in control and defuse the situation in a professional, courteous manner. Reacting well can help build a positive relationship with that customer going forward.
Tags
- customer service
- social media
About the Author
Mike Burke is a veteran law enforcement professional with experience in criminal justice instruction, homeland security and fraud investigation. He guides SHAZAM clients to enhance their security measures and ensure regulatory compliance.
SHAZAM, Inc. and ITS, Inc. provide this blog for general informational purposes only. Our blog may be shared by a direct link wherein the content remains as originally presented and has not been altered. SHAZAM, Inc. and ITS, Inc. assume no responsibility for errors or omissions in the contents on the blog. By using this blog, reader agrees that the information published does not constitute nor is a substitute for legal advice which should only be sought from a qualified, licensed attorney.
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