Aggressive or angry customers are widely considered as a retailer’s nightmare. While assertive consumers are those who insist their rights calmly, the aggressive ones tend to do more than unadorned insisting.
Usually they would end up shouting and threatening retailers. Some even tend to be physical and would break any item in the store or perhaps push the customer assistant. Although this kind of customers looks way too uncontrollable, still you should learn how to deal with them.
Get the security number on speed dial
Because most securities stay outside of the establishment most of the time, it would be an advantage to kep their number on speed dial. Immediately calling them is way better than screaming whenever a customer starts to go aggressive. This will also cause less tension in the store.
If you think the customer can’t be handled by a calm talk or if he starts breaking things, calling the security should be your initial step.
Refrain from going down their level
A mad person will always try to get on your nerves. Instead of shouting at them, talking calmly is a lot better. Remain as polite as possible and avoid mentioning things that you know would increase their anger level. Going down to their level will just cause a heated fight.
You should mention their concern from time to time to make them realize that you truly know what they want.
Accept your responsibility
Acceptance can always make any situation better. Instead of instructing an aggressive customer on where he should go or whom should he talk to, it’s best if you’ll personally bring him there.
If he’s whining about a wrecked or damaged product, better assist him to the customer service department. If he wants to talk to the manager, give him a chance to. This way, there will be less tension and other customers won’t be bothered.
Avoid talking about understanding
Aggressive people often think and feel that nobody can understand them. If you’re faced by an aggressive customer, be sure not to mention about understanding. Instead, echo to them their concerns.
Telling them how much you understand them will just raise their anger level and will make them feel more irritated.
Once you get carried away by the words of an angry customer, most probably you’ll forget everything about etiquette and manners. You will also forget the other tips mention in this article. Thus, the last tip on how to handle aggressive customers is to stay focused.
Know where you stand and acknowledge the fact that the customer is frustrated, he’s not actually mad at you.
Aggressive customers can truly affect our entire day. Nevertheless, you should still stay stress-free all the time. These people will come and go, and to look at the situation in a positive way is the most beneficial thing for you. This will spare you from feeling bitter about the incident. Keep these tips in mind and it will surely come in handy one day.