Dealing with Complaints and Aggression

Dealing with complaints and aggression successfully, require a calm, assertive approach to ensure the situation is handled professionally and effectively.

Here are some of the key assertive dynamics you can use to manage and diffuse aggression;

Stay Calm and Composed

·        Keep Your Cool - Maintain a calm demeanour regardless of the customer’s behaviour. Thinking through the interaction, deep breathing and using Active Listening before responding can help manage your own emotions.

·        Maintain a non-threatening posture - Use an open and relaxed body language. Avoid crossing your arms or pointing, which can be perceived as confrontational.

Discussion point: Is it was is perceived or the talkers intent that is more important?

Active Listening

·        Engage fully - Listen attentively without interrupting. Show that you are genuinely interested in understanding their concern.

·        Reflect back what you hear to show understanding and clarify any points. “It sounds like you’re upset about the delay. Is that correct?”

Use Assertive Communication

·        Using the DESC Assertiveness model, speak clearly and concisely.

·        Use “I” statements - to express yourself without sounding challenging, for example “I understand that you’re upset, and I want to help resolve this issue”

Prepare - your answer to the challenging situation you identified earlier in the course.

Solutions focus

·        Involve the Customer - Engage the customer in finding a solution. “What would be an acceptable resolution for you?” Ask them directly what solution would satisfy them?  You may not be able to agree, but at least your know what they want.

·        Propose Alternatives – Once you know what they want, if you cannot agree, offer practical solutions or alternatives to address their complaint. “Here are a few options we can consider to resolve this…”