It is always hard to handle difficult customers no matter what line of business you are in. The worst kinds of customers are of course ...
It is always hard to handle difficult customers no matter what line of business you are in. The worst kinds of customers are of course rude customers. Some companies even have certain policies regarding how to handle rude customers but not all of them. Therefore when the situation arises, and if you deal in customer care, than it most likely will, to handle rude customers you should have certain guidelines about what to do. You have to remember that it is vital for you to successfully handle this kinds of moments otherwise they might end up costing you your job. In order to make sure that doesn’t happen you need to stick to a few basic rules and do everything by the book. You need to remain calm and focused on what you have to do. If you lose your temper all you will manage to do is escalate the conflict. Some of the things I will write in this article I have learned the hard way. If you feel the need to add anything to what I have to say feel free to leave a comment and I will get back to you as soon as possible. And now let’s move on to the things you need to keep in mind when handling rude customers.
1. Don’t talk back. The worst thing you can do when handling rude customers is to talk back. Whatever you do don’t respond to the customer with insults, even if him or her insulted you as well. The old saying the customer is always right doesn’t always apply, so you don’t have to take his or her insults repeatedly but you do need to watch your mouth and not respond even when you are provoked. If you ever insult a customer, no matter he or she has done, you will most likely lose your job. So for your sake, watch your tongue.
2. Remain calm. The other crucial step in handling rude customers is to keep calm. Don’t lose your temper because all that will manage to do is to escalate things. Try to tune out what the customer is saying if he or she has flown of the handle, and remain oblivious to any insults. Keep a smile on your face and remain calm at all times. If you manage to handle this situation like a pro than management will start to take notice of you. If not you will lose your job. So keeping calm is a must.
3. Try to reason with him or her. Although it may seem hard, you need to make an effort and reason with the rude customer. Try to talk him or her down and explain whatever the problem is and what you can do to help. This rarely works when a rude customer is already into a rage but you should give it a try none the less. If you see that there s no form of reasoning with the customer move on to the next point.
4. Get a co-worker to whiteness the discussion. If things have gotten out of hand and you see that there is no way you can control the customer any more you need to take some safety measures. First of all you need to make sure that you call a co-worker to whiteness what is going on. If things go even worst from then on you will have someone who can corroborate your story which is essential if the customer is set out to sue with a law suit. This it won’t just be your word against his or hers.
5. Be firm and clear. In this stage you need to point out to the customer that his or her behavior is unacceptable and that you will be forced to call security if it doesn’t change. Makes sure the customer understands you and continue to keep your calm while being firm.
6. Make sure you follow company procedure. It is also very important that you don’t overlook any company procedures that might be in place regarding this sort of event. Check with someone else if you are taking the right course of action and if all else fails go to the next step.
7. If all else fails get security to kick him or her out. If the customer doesn’t calm down than you have no choice but to call security. Use this only as a last resort after all other means of communication have failed.
If you follow all these steps you should be well prepared to deal with rude customers. Keep calm and focused on what you have to do and never let the customer get the better of you. Be a pro in handling these situations and you will soon find yourself promoted.
How do you know if you have what it takes to work in a human resources department? Well no test will tell you conclusively if you would be any good at it, and I’m sure that it’s mostly a thing of will most of all. If this is what you want to do than even if you don’t have all the skills and competencies required yet you will be able to learn them in time. Having said that there are lots of things that can be tell-tale signs if all your professional development so far has been leading up to this sort of job. In this article I will try to talk about some of the most common skills and competencies required for a human resources job so you can make up your own mind whether you have what it takes or not. My only advice to you is to consult with friends and family and see what they think, if they believe or not that you have these skills and competencies. Sometimes the image we have for ourselves in our heads and the one we project in the outside world are two different things altogether. So let’s move on and see what these skills and competencies are:
1. You have to be organized. I believe that one of the most important characteristics you need to have if you are thinking of going into an HR department is organization. Out of all the other skills and competencies required this stands out as being the most important because you will have to deal with all sorts of problems from all sorts of domains which can catch you off guard and if you are not well organized than you will quickly find that everything will get overwhelming.
2. Fairness. Because you constantly have to deal with most of the employees working in a company it is absolutely essential that all your decisions are fair and based on strong argumentations, otherwise you will never be trusted. Also you need to remember that omission is just as bad as bad intentions. If you don’t give a file the necessary attention it requires in order for you to take an informed decision, than whatever your verdict will be, in my eyes it is just as bad as taking the wrong decision.
3. Multitasking. Another one of the most important skills and competencies required for an HR specialist for me is to be able to handle lots of things at once. Multitasking is essential because as I have mentioned previously in an HR department, especially if you are part of the management you will have to deal with all sorts of unexpected problems all the time. If you are not able to solve them in due time than the whole company may suffer, and the only way you can do this is by being able to focus on different things at once.
4. Working both sides. The role of an HR specialist is to be the middle ground between management and the employees. This role is very important because there is such thin lines between what both of them want and what objectively can be achieved, that only someone with a lot of tact and ability can negotiate it flawlessly. You need to know when it is essential to protect the company’s core values and when it is paramount to be on the side of the individual employee who has been screwed by the company.
5. Discretion. The human resources department is the core of all the company’s information. In order to work in such a department you need to have great business ethics and you need to have discretion so that the relevant information gets to the relevant people. It is paramount that you respect procedure so that no information is divulged to any unauthorized person.
6. Trust worthy. For a human resources specialist I believe one of the most important skills and competencies is to project an image of fairness and trust worthiness. In order to be able to satisfy both the employees and top management each one of them needs to feel that they can trust that you are fair in all your decisions.
7. Team dynamics. The human resources department is also in charge of making sure that all the teams that make up the workforce are functioning at their full capacities. An HR specialist will have to make sure that all the different personalities that make up a team work well together.
These have been some of the skills and competencies I believe to be essential for anybody trying to go for a career in human resources. I am sure that others might have other opinions so don’t hesitate to leave your suggestions in the comment section below.