Handling An Upset Customer? Step 1: Get Upset With Them

Matching emotions?

Whaaaat? When we have an upset customer, aren't we supposed to be calm to help calm them down? That is not the advice given in a recent email I received from experts in human behavior.

Shelle Rose Charvet, an expert in Neuro-Linguistic Psychology (NLP) and author of The Customer Is Bothering Me: How to Change Attitudes, Improve Results and Grow Your Bottom Line, says the first of four things we should do is match the emotion of the customer to gain instant rapport with them.

This way, they will feel like you understand them. And from there you can lead them to a calmer state.

Once you have that connection, Charvet says that the next step is to find out exactly what they need and offer a couple of solutions. The second part is very important.

Most people's first instinct is to ask, "What can I do to make it right/better?" When you do that, you risk them becoming angry again. Also, two solutions gives them choices. It empowers them.

Third, remember the saying, "I'm sorry", isn't enough. You have to really make amends.

Lastly, Charvet says "Nourish the relaionship for the future." Let them know that next time they deal with your small business, they will be taken care of properly.

I am also certified in NLP. If you would like to know how NLP can help your small business as well as your personal development, send and email to me at getunstuckfast@gmail.com.