will help if you can first determine the cause
and target of the customers emotional upset.
What caused the anger? To whom is it
directed? You may be able to sort out this
information by asking leading questions.
The old adage The customer is always
right is not true in all situations. Personal
abuse is not a right of the customer. But,
the customer who is allowed to blow off
steam (within reason) may then become
apologetic and ready to accept your help.
When you are faced with an upset
customer, remember that your purpose is to
serve that customers needs.
response on your part that may cause the
customer to become more irritated is not
appropriate. Try to calm the customer down
and maintain your self-composure.
start shouting back because the customer has
upset you, you will not be able to provide the
service that the customer needs. If you feel
that the customer has crossed the boundaries
and is being verbally abusive to you, excuse
yourself and bring the problem to the attention
of your supervisor. Your supervisor has more
experience in dealing with angry or irritated
customers and will take whatever action is
necessary to resolve the customers problem.
A calm, confident manner is the best
approach. When you do not respond with
anger or rudeness to a customers emotional
outburst, you have taken the first step toward
solving the customers problem, whatever its
Most of the customers will have rather
routine, easily identifiable problems. These
problems will not present any great difficulty.
However, there are exceptions. To resolve a
complicated problem, both the customer and
you, the YN, must have a mutual desire to
achieve results and take whatever appropriate
action is necessary to solve the problem. The
problems you encounter that are beyond your
control because of your lack of experience
must be brought to the attention of a more
knowledgeable individual, such as your
supervisor, for appropriate action.
Earlier we discussed your attitudes toward
but we were thinking about
customers in general. It is not difficult to be
pleasant when you are dealing with pleasant
people. It may become more difficult when
the person is unpleasant.
Occasionally, you will have a customer
who just seems to rub people the wrong way.
No matter how hard you try, you cannot
remain pleasant or friendly because of the
customers attitude or manner of speaking. In
this situation, it is usually best to keep the
contact as impersonal as possible. Ignore the
persons manner and attitude and concentrate
on the problem. It will be difficult, but it can
Your performance will be viewed by the
a n d y o ur
If you are to do your best work,
as rated by them, you must maintain your
When patience runs out and
tempers flare, your ability to think and act
properly is greatly reduced. Be a professional
customer service representative and think
before you act.
PITFALLS TO AVOID IN
In the previous section we discussed why
a good attitude is important to customer
satisfaction. We will now talk about some
specific mistakes YNs can make in their
handling of customer needs. For the most
part, these mistakes will tend to result from
any attitudes you project toward the customer,
the customers problem, the Navy, your job, or