For those of you who are already enjoying the holiday season and closed your laptops or office doors until early January, happy holidays and may you get the rest and relaxation you deserve.
However, I'm sure there are plenty others out there who also have to go to work tomorrow and answer emails and customer complaints while other are baking crunchy cookies or enjoying a cup of hot wine. But don't worry, you might find yourself in this position too next year and, anyhow, getting a day off work on the 24th might not be worth it as you'll have plenty of time to stay at home after Christmas.
So, if you're getting ready for a regular working day tomorrow and your job involves some kind of customer support, here are some tips on how not to get angry before Christmas if one of those mean Scrooges out there is trying to kill the ghost of Christmas present
- Empathize more
Customers are all alike at least from one point if view. They all expect to be served here and now and their issue is the most important one. Yes, they're egocentric to say the least, but aren't we all like this when others have to assist us? I know it's annoying to be treated presumptuously by someone you don't even know, but try to empathise with the client's view and you'll surely get out of the crisis faster.
- Don't take it personally
Even uf you feel that a nasty email or phone all is a personal attack, understand that the client is not actually mad at you. He or she is mad at how your company is not handling the issue effectively. You are only the interface and many times there is nothing more you can except for trying to soothe the angry client.
- Never think less of yourself
Don't feel insulted or embarrassed because of your client's behaviour. Their words and attitude are only a reflection of their education and you should not feel incompetent or less intelligent because a client talked badly to or about you. Show your clients the respect they should show you, although they don't and in the end you will be the one who kept his dignity.
- Separate your personal from your professional life
I know this is a huge challenge, but especially when you deal with clients daily, you should make an extra effort not to take home the problems you have at work. It is simply not worth it and this unhealthy habit will affect your productivity.
Finally, embrace the old saying 'What doesn't kill you, makes you stronger'. No matter how bad a customer is, try to learn as much as you can from your communication with him. Next time a similar good-mood-destroyer is coming your way, you'll be more prepared to face him or her.