Authenticity is Key
Responding to someone’s frustration with authenticity is the most important first step toward resolving public concerns. Begin by taking the time to understand the situation or at least the person’s source of anger or frustration. In so doing, you validate the person’s feelings and collect the necessary information to effectively address what may have gone wrong and needs rectification.
Be sure to avoid sounding like a voicemail to an already frustrated customer! Put yourself in the person’s shoes and try your best to speak from the heart—or at least be positive. Some simple ways to convey authenticity are: being empathetic; communicating in a clear, understandable way; and using an appropriate (kind, understanding) tone.
When we come across as inauthentic to irate customers, we lose their trust and devalue our integrity. Nothing good comes from being seen as inauthentic in an already escalated situation. In these situations, we should always strive to be seen as reliable, sincere, and kind.
Your kindness will not go unnoticed. Kindness is contagious, and it comes out of your being authentic. Acting kindly towards people who are clearly upset and anxious can help diffuse negative energy and steer the situation in a more conversational direction.
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Use Your Body Language in a Positive Way
How we physically present ourselves to others is as important as verbal communication. We communicate far more through our body language than our words. For example, our posture, eye movements, hand gestures, and breathing can convey far more than we realize. People are SEEING what you are really SAYING.
Because our bodies can send hundreds of signals during a conversation, we must understand the power of our body language and its impact on difficult situations. Our positive body language can go a long way to improving any strained interaction.
Some ways to improve our body language include making eye contact while speaking and listening—nothing shows that you are present and listening more attentively than direct, continuous eye contact. Nodding positively to show that we are understanding, smiling when it is appropriate, and showing concern are also important aspects of supportive body language.
Crossing our arms signals defensiveness and being positional, but it also makes us more inclined to think critically of something or someone rather than having an open, inquisitive mind. The best thing to do with your hands and arms during interactions with an anxious customer is not to do much at all. Let the focus be on what you are saying and on what is being said.
Understanding that everyone has unique challenges (some beyond their control)—that some customers may have experienced a truly terrible morning or week, or that you may well be in the unfortunate position of being a scapegoat for a situation you may have had absolutely nothing to do with—these are opportunities for us be our best version of ourselves around the people who may need us to be that way the most.
