How will you satisfy your customer with hotel services?
1. Be confident, not aggressive or passive. My definition of affirmation is simple: “Say what you mean, mean what you say, and don't be mean when you say it.” Let this rule guide your conversations with all clients, and you'll always grow confident, calm, and be in control AND you will always be professional.
2. Speak slower. You will be amazed at the clarity with which you can think and the control and confidence you will experience when you consciously slow down your speech. Speak slowly and methodically when your emotional triggers are released, and you'll maintain your balance in difficult conversations.
3. Wait 1-2 seconds before answering. Responding immediately to difficult or tactical customers could lead you to say something you'll regret later. Before answering, take a deep breath, wait at least 2 seconds and think about the best answer and approach.
4. Take a break. If you feel like your buttons have been pushed, take a break. You can tell the customer that you need to put them on hold while you review a file, or whatever sounds good at the time. The point is to move away from the client for a few seconds to allow them to regroup.
5. Use positive self-talk. In this case, like Dr. Phil sound, but I'm serious. Instead of telling yourself, "I'm not getting paid enough to take the ____.Say something more positive, like, "This guy really needs my help." Positive thinking will help you respond in a more positive and professional manner. Negative thoughts lead to negative words and it becomes a very negative situation
6. Show your power before you use it. Often a subtle hint of its "power" is far more effective than direct use of its power. As a customer service representative, you may have the authority to end a call. You could say to your customer, "If you don't stop screaming, I'm going to end this conversation.But believe it or not, you're a lot more "powerful" when you say, "I want to help you, but if you yell at me and interrupt, you're making it difficult for me to work with you." The last statement demonstrates its power and its message definitely gets through. The above statement uses up all your ammo and usually won't scatter an angry customer.
These incredibly simple tips will empower you to stay cool when customers get horny!
.
