Mental attitude and working as a complaints handler
Your positive mental attitude is your best asset, not just in sales but in practically everything you do. Without a positive mental attitude you’ll find it hard to succeed in work, sport or even your personal life.
One area where this state of mind will be a significant help is if you work in customer services or complaints handling.
Every time you speak to a customer who has a complaint about your company’s service or products offered, you need very specific skills in order to be successful. Three of the main skills are; empathy, good communication and emotional resilience.
Even though all of these skills are important, I believe that emotional resilience is the most important, also the most neglected. In the end, it will be one of the main factors that determine how long you will last in this job.
While there are numerous books and articles available on how to cope with a demanding job, I have compiled a few helpful examples to make things simpler for you. These examples not only show you how to survive but also how to excel in this field and build your emotional strength. They will assist you in avoiding frustration when dealing with difficult customers who make unreasonable requests or ask to speak with your manager or supervisor.
Many agents have times when they feel frustrated; it could well be because at times they lack emotional resilience during challenging conversations with difficult customers. It can be easy to make the mistake of treating such situations as if they’re personal rather than as if they’re just business.
Can anyone become a successful complaint handler?
It is crucial to recognize that not all individuals have the necessary aptitude or mindset to excel in addressing complaints. The attitude one possesses can significantly affect their triumph, whether it is positive or negative. It is imperative to keep this in mind to help individuals find the appropriate approach to succeed in their roles.
Why do we often feel frustrated and upset when faced with angry customers?
I believe that the following are the three main reasons:
- During our customer interactions, we expect to be treated with respect. As we utilize our critical thinking skills to assist customers, we should expect that they treat us with respect, which can lead to frustration when this doesn’t happen.
- If we hold a contrasting viewpoint to the customer it can make us defensive and more likely to highlight the fact that we disagree with them or that they are just plain wrong.
- If it appears that we may not fully understand the problem being experienced by the customer, it can be frustrating to try and get all of the required information from them so that we can fully understand the problem, especially when they’re angry.
Building emotional resilience can assist you in avoiding feelings of frustration.
- Stay positive and embrace change as opportunities for growth. A positive mindset will help you overcome any challenges. Keep pushing forward!
- When faced with tough times, humour can be a valuable asset. Stress can weigh us down and cause us to take an overly serious approach, but research shows that laughter can lower stress and increase confidence. So why not share a joke to lighten the mood? Finding amusement in our struggles can make them easier to manage.
- It is crucial to acknowledge that stress, pain, and changes are inherent aspects of life. When negative situations arise, your first instinct might be to rectify the problem immediately. Nevertheless, this may not be feasible at the moment. It is imperative to remain receptive to your emotions and ready to embrace whatever comes your way.
- Establish strong connections with your colleagues and always be willing to lend a hand. Remember, you are an essential part of the team, so don’t hesitate to seek assistance when necessary.
- Calm your mind to prevent your emotions from taking over. Mindfulness techniques can help you stay focused on your thoughts when moving quickly. It’s essential to prioritize taking a moment to quiet your mind.
In order to avoid feeling overwhelmed by fear or worry, it’s important to establish a daily meditation routine. It’s important to keep in mind that meditation doesn’t aim to control your thoughts, but rather it encourages observation and acceptance of their impermanence. By achieving inner peace amidst the chaos of daily life, you’ll be better equipped to handle challenging emotions as they arise. - It is crucial to communicate with customers in a respectful manner since they are the reason for your employment. Their feedback is priceless, and without it, your employer may not need your services. It’s important to treat your customers with kindness and respect since they are not your adversaries.
Why do so many people who work in complaints handling start working with loads of enthusiasm but are finished after a short period of time? What are the reasons?
There are many reasons and it would take a lot of time and space to enumerate them all, the 3 most common ones are:
It's not for everybody
It's important to acknowledge that being a complaints agent is not a job for everyone, just like being a lawyer, dentist, or plumber. However, this doesn't mean that the job is inferior or that the person is inadequate. We all have unique abilities and perspectives that shape our career paths. This is simply a reality of the world we live in.
Some people will never be good at anything
There are individuals who struggle with motivation, uncertainty, and a lack of self-confidence. These issues may stem from negative experiences during childhood, difficult relationships, or spending time with the wrong crowd. These individuals tend to express negativity, criticism, and envy towards those who achieve success.
Many individuals exhibit a pattern of job-hopping, convinced that a more manageable workload, less stress, or kinder colleagues await them elsewhere. However, this cycle of perpetual job searching only leads to disappointment, as their ideal job only exists in their minds. These individuals struggle to complete tasks, avoid seeking assistance, and lack confidence in their abilities. They perceive their environment as hostile and do not feel deserving of success.
Training
The main reason for this issue is that if companies provided more comprehensive, precise, and efficient training for their complaints personnel, such incidents would be avoided.
Many companies deceive job seekers by claiming that "no experience is required" and that they will receive comprehensive training. However, in reality, all they provide is basic compliance, health and safety training, and a superficial understanding of the product. The consultants they hire may know the rules and regulations surrounding the product, but they lack the necessary knowledge about the product itself and why it sells.
In today's competitive business environment, companies often tout their extensive training programs. However, when it comes to specialized training for complaint handling, many fall short. There appears to be a significant discrepancy between the support promised to employees and the support that is actually provided in the resolution process, which may contribute to a higher rate of employee attrition.
Click below to advance to the next section, or re-visit a previous one!