The EQrated vol. 14
Hello Reader,
The customer is always right. Or so we've been told time and again in the Hospitality industry. This is particularly true if you are dependent on the customers for good reviews, tips, word-of-mouth publicity and more. Especially in today's social-media savvy, mobile camera friendly world. With everyone watching, one bad review can result in lost business.
Covid-19 has only aggravated the situation. Angry customers and anxious employees do not make a good combination. We find ourselves asking more out of our teams - particularly in the hospitality & retail sectors. We have all seen the videos of customers getting angry when faced with empty shelves or evolving safety guidelines. There are an increasing number of incidents wherein customers react badly when asked to put on a face mask. At the receiving end are hapless employees who are just trying to do their job.
When did customer service become a political statement? A bad customer service incident can lead to an irate customer and lost revenue. But it's also bad for employee morale. There are ways to de-escalate the tension BEFORE things get ugly. Dealing with angry customers with empathy & compassion can diffuse a difficult situation and help us engage the customer in a more positive interaction.
This week's volume of EQrated is dedicated to difficult customers and ways to de-escalate an angry confrontation.
Here's your bi-weekly EQrated list of resources:
Has the humanity been stripped from customer service complaints? - COVID-19 has altered the dynamic between customers and customer service staff - especially when it comes to the complaints handling process. Tales of hostility from customers were par for the course when COVID-19 forced the globe into lockdown. The need to ensure empathy feeds through all of a business’s service channels is more important than ever. Source: mycustomer.com
7 Science-Backed Strategies for Dealing With Angry Customers - Some clients always can find reasons to blow a fuse. There might be one or two clients you simply can't please. When conflicts arise, de-escalating a tense situation starts with understanding your own emotions and how to maintain an inner calm. Source: entrepreneur.com
Worst Things To Do While Dining Out During COVID-19, According To Servers - Dealing with inconsiderate and rude customers is fairly common in the restaurant industry. But given the evolving safety guidelines and the continuing risk of the pandemic, poorly behaved guests have never been more problematic. As the warm weather arrives and more restaurants start to open up, read this article to ensure you are not one. Source: huffpost.com
If there is a topic that you would like to see featured in The EQrated, please let me know at stef@yourturnsolutions.com. Please feel free to share this Newsletter with people you know who might find value in it! They can also subscribe to the EQrated by clicking the button below.
See you in a couple of weeks!
Ciao,
Stef
Hi, I’m a creator
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