Four Tips for Dealing with Angry Customers on Almost Any Planet
By Ted Ings, Executive Director
A long time ago, in a faraway galaxy, there was a Star Cruiser dealership located on a planet riddled by intergalactic turmoil.
The cosmic unrest stressed out the dealership’s customers, causing them to take their frustration out on the service advisors and fixed ops managers.
The situation was particularly troublesome because most of the dealer's patrons were hostile aliens known for whipping out their blasters. So, to help prevent a gunfight, the fixed ops department quickly came up with tips to help staff deal with angry customers.
Fortunately, here on earth, you don't have to worry about extraterrestrials going on a rampage throughout your dealership.
But there’s a good chance you’ll have to deal with more angry human customers than ever before.
Due to the pandemic, the Russia-Ukraine war, and other global issues, everyone is on edge right now. The added stress is causing people to lash out and misbehave at all kinds of establishments, from restaurants to dealerships.
How to Deal with Difficult Customers Throughout the Galaxy
Parts delays, increasing labor costs, and a shortage of loaner vehicles are just some of the issues that can make customers angry, no matter what planet you're on. If you find yourself having to go toe to toe with a difficult customer, the following tips can help de-escalate the situation.
1. Remain Level-Headed
Many of the space creatures and bounty hunters who visit the Star Cruiser dealership have a chip on their shoulder, so a disagreement can turn ugly – fast. The dealership staff knows that staying level-headed is the key to avoiding a potentially deadly confrontation involving blasters and sabers.
Even though the interactions at your service department aren’t nearly as dicey, it's still important to remain calm when dealing with an upset customer. Maintaining your cool will help you stay focused and keep chaos to a minimum.
2. Demonstrate Good Listening Skills
The advisors and management at the Star Cruiser Dealership are fluent in over six hundred forms of alien communication. Having that skill set allows the staff to effectively communicate with visitors from almost any planet. The team knows that listening closely to a customer can help diffuse a confrontational situation.
Demonstrating good listening skills can be helpful at your dealership, too. By lending an ear, you give the customer time to settle down. You might also gain insight into why the person is so upset.
When you allow a customer to explain their side of the story, you might find that personal issues are the real reason they’re so angry. For example, the individual could be dealing with a death in the family, the loss of a job, or some other traumatic experience.
3. Try to Be Understanding
The Star Cruiser dealership knows that even savage space creatures appreciate someone trying to understand their struggles. By empathizing and apologizing, the dealership team has been able to disarm some of the galaxy's most infamous scoundrels.
And you can use the same tactics to deal with exceptionally difficult customers here on planet earth. First, show empathy by relating to the person and explaining how you understand where they're coming from. You can then follow up by apologizing for any inconveniences.
4. Propose a Resolution
Once the staff at the Star Cruiser dealership understands why their customer is upset, they move forward with proposing a resolution. Depending on the situation, they might offer their guest anything from a discount on service to free lunch at the onsite cosmic cantina.
Here on earth, you’ll also want to collaborate with your customers to determine a suitable resolution to any disagreements. You can offer the best solution possible after listening closely to the person’s concerns and addressing their needs.
There are Certain Customers You Have to Let Go
At the Star Cruiser dealership, confrontations with angry customers can quickly become dangerous. When a robot starts waving a blaster or a blood-thirsty alien begins brandishing a saber, the staff knows they must escort the customer out, usually by brute force.
While the customers at your dealership are far less menacing, there are still instances where you’re right to show someone the door. For example, when you've tried everything, yet a customer continues to abuse staff with foul language or threats, it's time to let that individual go.
Sometimes, you simply have no choice but to fire a customer. In the end, it will be best for both of you, and you’ll be taking the necessary precautions to keep your staff safe.
