How can you manage your emotions when resolving customer conflicts?

When it comes to customer service, it's extremely important to remember that we are there to help and have chosen to do so by working in a particular position. Our emotions play a vital role in providing the best or worst customer service possible. But everyone has emotional triggers so in addition to identifying what triggers your own emotions, it is very helpful to remind yourself that the unpleasant or agitated customer we encounter probably had his or her own emotions triggered by someone or something that had absolutely nothing to do with you. Remembering to not take things personally can really help to keep you focused on continuing to provide the best customer service possible regardless of whatever negativity comes your way.

In managing emotions during customer conflicts, recognizing triggers is crucial. However, I've discovered a powerful technique that consistently aids in handling these situations calmly. It involves a simple shift in perspective: treating the customer as a cherished guest in your home for the first time. Just like with a guest, if an accident occurs, such as a spill or breakage of a cherished vase or lamp, the instinct isn't to react negatively but to reassure and resolve. Applying this approach to customer interactions often yields positive outcomes.

An example I have seen is before handling customers, a person needs to have worked on their EQ. The truth is you cannot manage another person's emotions if you cannot recognize and manage your own emotions. It is key to be self aware.

Si encuentras dificultades para gestionar tus emociones, busca el apoyo de colegas, supervisores o recursos internos. A veces, compartir tus experiencias puede ayudarte a obtener perspectivas adicionales.

most conflicts and challenges also present opportunities if you listen. if it’s too heated of a conversation i suggest moving the conversation to text/email so you have time to edit (think before you speak)

When faced with a challenging situation, taking deep breaths helps to calm my nervous system and regain control. By doing so, I create a pause that allows me to approach the issue with a rational mindset. It enables me to break down the problem into manageable parts, think clearly, and respond thoughtfully rather than reacting impulsively.

As obvious as it sounds, each person always wants to feel the sense of belonging and being cared for by those around them. At times they just need a listening ear for them to vent as much as possible because a problem shared is as good as 1/2 solved.

In whatever situation it is, probably a customer did not report the issue with the item they bought within the warranty timeline. It is good to politely educate them and respectfully inform him or her the consequences of that action. Enable them to know the impact it has on both parties ...

For example if it is a phone company and the customer's phone had several issues that have not been resolved in due Course, it will be beneficial to offer the customer a new phone and use the faulty phone to do research on the root cause of the problems it has thus improving the consequetive new models and software embedded in them...

It is important to always listen to your body and know when a break is needed. This will help you plan your leave days in a proactive manner giving you relaxation and breaks off work related activities.

Show empathy while providing solutions especially when the client is being aggressive. This will help to calm down the client.