Dealing with intimidating customers

27 Mar

That is, we can change our perception of the person, so we no longer feel intimidated by them. Today, we’re talking about other tools you can use.

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And when we act from our most honest, sincere place, life becomes more meaningful and satisfying.I’ve met nursing colleagues who will notch that up in a week. In their world, they have every reason to be angry. between taking and returning a call), there is a valuable exercise that is useful in all sorts of conflict situations. In your imagination, put yourself in the confrontational situation, and simply notice what it is that you are feeling, experiencing and thinking. Imagine yourself seeing through their eyes, feeling their feelings, and if it is a face to face confrontation, see yourself as they would see you, hear yourself as they would hear you. See the whole interaction with the both of you present.As I started to do more training focussed on the interpersonal aspects of managing anger, I started to clarify what I believed were the essential aspects of communicating succesfully with an angry person. There is nothing more irritating than someone who says “There is nothing I can do about that… It’s OK to tell them that you can understand why they might be angry, as long as you are seen to be seeking a solution. DO get as much specific information about the customer’s perception of the problem as possible. Observe this as an impartial observer, with the scene at eye level in your mind’s eye.When you realize this, it makes it easier to be assertive.4.Find the lesson.“Ironically, you can learn a lot about boundaries from [these individuals] because they are skilled at getting what they want,” Farris said.