It’s becoming common to wake up and read about an incident between pro athletes and the fans. The latest riot in Detroit speaks to me about the need to remember the unwritten rules inherent in any occupation. For example, professional athletes should expect to be treated with disrespect by fans; at times even their own fans. It’s part of the game. And business people should expect customers to act unreasonable at times. That’s part of the unwritten rules of our game.

Consider the fact that customers have a variety of stresses in life just like you do. They have family problems, financial problems, work problems and yes, even customer problems of their own to deal with. Sometimes the stess of those problems causes them to lash out or become unreasonable. So what do you do when that happens? Pick up a chair and throw it at them? Or better yet, throw down your clipboard and attack? I hope not.

Here are a few ideas for handling unreasonable or irate customers taken from an article called Coping with Customers, by Mark Story:

• Listen carefully and try not to interrupt.
• Repeat back the key points made.
• Remember that opinions are intangible and everyone is different - so don't debate them.
• Maintain respect for the customer and show empathy for them without taking sides. An understanding and friendly attitude can often diffuse a bad situation.
• Identify the problem quickly and ask what the customer would like to do to resolve it.
• Avoid attributing blame - even if it is obvious the customer has caused the problem. Offer to have a third party provide an opinion.
• Review your company's guidelines for handling specific problems and be prepared.

I would also remind you that your attitude toward the customer can be seen and heard in your body language and tone. You could be listening intently and making some very disturbing faces. Or you could ask questions in a sarcastic or condescending tone. Both of those will speak far louder than any words you might try using to diffuse the situation.

At Auto University we provide training in Customer Contact Skills. For more information, contact us right now at 1-800-344-4100.