Omowunmi Akingbohungbe, a seasoned customer service enthusiast and trainer, has advised employees, customer service officers, entrepreneurs, and organisational managers on how to handle furious customers.
Fielding questions during the launch of ‘Oops! The Client is Upset’, a book set to equip customer service officers on managing angry clients, the author of the book, Akingbohungbe, said, “You will always have that encounter with someone upset for reasons that you are responsible for and reasons that you are not responsible for.
“Most of the time, you’re there for a purpose and a mission, not to prove a point. “In addition to providing that service, it is important to be able to manage the situation in a way that does not undermine your self-esteem and confidence.”
Omowunmi Akingbohungbe
“You can pass your message in a way that does not erode dignity or self-esteem, not only for your subordinates but for everybody around you,” she said. She urged organisations to ensure that their employees are also trained on how to manage customers.
Omowunmi Akingbohungbe cautioned against taking anything personal when addressing upset clients. “To avoid taking things personally or getting offended, you need to “service your mind.” “Prepare your mind to respond in a manner that heads toward resolution and does not make matters worse.
Source: guardian.ng
