From the course: Responding to Unreasonable Customer Demands

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Stay calm and professional

Stay calm and professional

From the course: Responding to Unreasonable Customer Demands

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Stay calm and professional

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- Imagine a customer saying, "Hey, man, I bought this thing last year, and it's already busted. I want a refund. I don't have the receipt, but nobody does, am I right? So come on, hook me up here and get me my money back, okay?" Is your blood boiling, or are you keeping your cool? When you're confronted with unreasonable customer demands, it's natural to feel stressed or frustrated, but staying calm is crucial for effective resolution, and your first line of defense is maintaining your composure. Here are some strategies to help you stay calm and professional. The most important thing you can do to maintain your cool is something you've been doing all along, breathing. When you feel your stress levels rising, take a deep breath. By sending oxygen to your brain and focusing on breathing instead of the stressful interaction, you'll quickly regain your control of your emotions. A couple deep breaths should do the trick. Another important strategy is to empathize with the customer. Can…

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