Angry or frustrated customers often resort to a strategy known as “baiting,” in which they try to elicit a strong emotional response from you. For example, an impatient customer might march up to your counter and fume, “I’ve been waiting for 30 minutes! What’s the hold-up? You all are so lazy!” This customer is not only trying to let off steam, he’s also hoping to get your attention and force you to see things his way.

You might be tempted to respond to such a customer, “Can’t you see we’re understaffed? Sit down and wait your turn!” But, if you do so, you’ve taken his bait. You’ve shown him that he can get to you. And, chances are, he’ll get even angrier until you either give in and let him skip the line or ask him to leave the building.

A more efficient way of dealing with such a customer would be to acknowledge his frustration without taking the bait. Ignoring his insulting comment about your “laziness,” you might say, “Sir, you seem annoyed that you have to wait.” He’ll likely respond in the affirmative, at which point you can ask for his number. Asking him for information will force him to stop and think for a moment, putting you in control of the conversation and giving him a moment to reconsider his words.

The next step is to give the customer information. In the above situation, for example, you would tell the customer about how much longer he’d have to wait and suggest something he can do in the meantime. By ignoring his “bait,” you continue the conversation on your terms, not his, making it far more likely that the interaction will go well.

Filed under: Customer Service Corner