In the workplace, it is crucial that employees are able to deal with these types of situations to help maintain a supportive, positive work environment. Employees may come across difficult behaviour from several sources – colleagues, managers, customers, or suppliers.

When it comes to dealing with challenging customer interactions, it can affect the whole team, and knowing how to de-escalate conflict will not only help achieve a successful outcome, but if handled well can turn an unhappy individual into a lifelong customer.

Simple de-escalation techniques

Establishing de-escalation techniques when dealing with a difficult customer can help turn a challenging situation into a positive interaction. For example, a frustrated, impatient, demanding, or indecisive customer are all potential scenarios that would benefit from the use of de-escalation techniques.

Verbal confirmations can help when handling an angry customer. The following statements may help calm an angry customer down and facilitate a more productive conversation:

  • I see where you’re coming from.
  • What you’re saying makes sense.
  • I understand what you’re saying.
  • I can appreciate why you’re feeling this way.

Showing empathy when dealing with an emotional customer can also support a more productive conversation, helping de-escalate the situation and allowing the customer to think more logically. To show empathy in the conversation, the following validating statements can assist:

  • I’m sorry you had to handle that.
  • Do you have any suggestions about how we can fix this?
  • Your feelings are understandable.
  • I know you’ve spent a lot of time on this already. Let’s find a solution.

Be interested when working with a critical customer, and show interest in and understand any suggestions or feedback provided. These following phrases can assist:

  • That’s a helpful suggestion, thank you.
  • I appreciate your honesty.
  • I can pass on your suggestion to my manager, thank you.
  • Thank you for taking the time to communicate your ideas.

Tips for dealing with difficult customers

Use professional communication

When communicating with a customer, employees should use professional, friendly, and respectful language. How an employee behaves reflects on the business, so it is essential that they are mindful of their actions and avoid taking the difficult customer’s behaviour personally. To maintain professional communication, employees should keep an even tone and positive demeanour to show the customer that they are open to feedback. Displaying open body language and using the customer’s name when responding is also important. A customer’s behaviour is complex, and there may be factors influencing their decisions that the employee or business is unaware of. Remaining objective and professional can help maintain a service-oriented demeanour.

Remain calm

If the customer is acting aggressively, for example yelling or swearing, it will be most beneficial for the employee to remain calm, take a deep breath, and tell the customer they are here to help them. To de-escalate a situation, employees should politely remind the customer that they are the most immediate and likely chance of resolution. Additionally, the simple act of speaking softly and slowly can help to calm the situation. Employees can look at using soothing speech to help find a more effective and positive solution. Even if this technique fails to influence the customer’s behaviour, it can still assist the employee to remain reasonable and logical.

Don’t take it personal

Many customers who are experiencing difficult situations can have an assertive or even aggressive tone. It is important for employees not to take it personally. This can be done by listening to the customer’s words instead of the tone they use, and can help employees to understand why the customer is feeling the way they are. Remember, if a customer is showing signs of frustration, it is likely because of the present issue, not the employee personally. Some customers may feel better once they have expressed their frustration, so allowing them to vent without taking it personally can help them calm down and have a productive conversation.

Use active listening

Active listening is a skill that improves comprehension and communication in conversations. It involves focusing on the speaker, understanding what they are saying and responding thoughtfully. Active listening will help employees better understand the significance of the customer’s words so that the situation can be improved. By giving the customer their undivided attention, employees can help demonstrate respect, understand the problem, and find a resolution.

Allow the customer time to talk

Employees should provide the customer with ample opportunity to explain how they are feeling, allowing them to be heard, which can consequently assist with calming the situation. This will also help employees to better understand how they can better assist the customer. It might begin a conversation that leads to discussing the most beneficial solution for the customer and possible measures to avoid the issue occurring in the future.

How we can help

At Cornerstone, we can facilitate training with the aim of providing guidance and support to employees when managing challenging interactions in the workplace. Challenging customer interactions are unfortunately commonplace, and it is important that employees are equipped to deal with them.

From understanding challenging behaviours and learning de-escalation techniques, to building resilience and encouraging positive connections, our workshop will equip your team to effectively cope with difficult patients.

Want more details? Get in touch with our team for an obligation free chat. Find our articles helpful? Remember to follow us on Facebook, Instagram or LinkedIn to keep up to date with our practical tips and information for business owners and managers.