Personal Growth...
©
A Newsletter For All Staff
Volume 5, Issue 6
DEALING WITH DIFFICULT PEOPLE – ANGRY CUSTOMERS
November 2010
Editor-in-Chief: Mary Myers Dunlap, MAEd, RN
BEHAVIORAL OBJECTIVES
AFTER
READING THIS NEWSLETTER THE
LEARNER WILL BE ABLE TO:
1.
Discuss your role when encountering an angry
customer.
2.
Describe guidelines for what to do, and not do, when
dealing with angry customers.
Martha has given birth to a healthy baby boy, but she
has bleeding complications. Her
mother, Mrs. Hoover, arrives 4
hours later from out of town. Mrs.
Hoover goes to the nursery window
to visit her new grandson. She
finds staff standing around a desk.
Her grandchild is screaming,
unattended. Mrs. Hoover pounds on the nursery glass
and yells, "Can't you hear him crying? Pick him up now!”
Anger is defined as "extreme displeasure punctuated
by an explosive lack of patience." That would accurately
describe Mrs. Hoover’s behavior. Initially, you may want
to become defensive and react to Mrs. Hoover by
becoming angry yourself. (But you can't!) Or, you may
want to run and hide, hoping the situation will go away.
(But, it won't!) All customers deserve excellent customer
service, even those who are angry and “difficult”.
When a customer becomes angry, a problem exists
between what the customer wants to happen and what
actually happens. Rarely is it about you, personally, or
even about the event that triggered the angry outburst,
such as the unclean room. In medical settings, where
patients and families have little control over situations and
outcomes, there are many things that may trigger such
anger. In fact, Mrs. Hoover has just learned that their
daughter, at age 19, has had an emergency hysterectomy
and is in critical condition from severe blood loss. Mrs.
Hoover is dealing with this bad news in the best manner
she can. She is reacting to her daughter’s condition and
feels helpless, sad, scared, and yes, angry.
This newsletter will discuss your role when
encountering an angry customer. Guidelines for what to
do, and not do, when dealing with angry customers, will
also be described.
WHAT IS YOUR ROLE?
All people have the capacity to become angry, given
the right circumstances. Knowing how to deal with angry
people is very helpful if someone, such as a customer,
family member, co-worker or boss becomes angry with
you. However, some guidelines discussed here may not
be within your expertise when dealing with customers and
therefore, are better done by other employees. For
example, Mrs. Hoover needs much support to help her
deal with her wife's diagnosis, which may be best offered
by someone like a nurse or minister. It is up to you,
however, to report such anger. Not to gossip, complain or
to label Mrs. Hoover as a “trouble-maker” or “difficult
customer”, but to get someone who can help her work
through such feelings. All employees play an important
role in dealing with angry customers, by not judging them
and not relating to them in such a way that makes their
anger worse.
DEALING WITH ANGRY PEOPLE
1. LISTEN
Listening is a terrific way to weaken customers' anger.
This isn't always easy to do, but can become habit with
practice. Try not to become
defensive or quote rules or
policy to justify your actions,
such as "I'm following hospital
policy about taking care of your
grandchild." This simply gives
the angry person something
concrete to scream about - "I
don't care about your [bleeping]
blank policy." Listen and maintain eye contact and try to
focus on the issue at hand and not the anger. Listening
also allows angry people to be heard. They have
something to say and they need to tell someone. They
also need an opportunity to 'vent' and blow off steam.
Angry people are often overbearing and loud. Their anger
has caused them to act in an irrational manner and deep
down they know it. Angry adults often mimic a young child
having a temper tantrum, only adults are also verbally
aggressive.
2. INTERRUPT SPARINGLY
Listening, without interrupting or making comments,
until the angry person has finished talking, is beneficial.
However, there are certain situations where interrupting
the angry person may be indicated.
Copyright © 2010 Growing Up With Us, Inc. All rights reserved.
Page 1 of 4
It may be appropriate to interrupt an angry person if the
episode is escalating to the point that it is causing a
disruption to people in the surrounding area. In that case,
invite the angry customer to move to a private area with
you - "Let's step in here out of the way." Telling an angry
customer to keep his or her voice down usually causes
more anger and the volume to increase. If an angry
customer uses foul language that offends you, you have
every right to interrupt the person and ask him or her to
refrain from such speech. It is also helpful to understand
that many customers who become angry need to “vent”
and may use foul language. Realizing it is not directed at
you personally is essential. Also, letting them express
themselves in a private place may be helpful.
If an angry customer pushes or shoves you, or in
some other way is threatening, you are not obligated to
continue talking to that person. You do not have to be a
helpless "punching bag". Transferring a customer, be it to
a peer, to a supervisor, or if physically violent, to security
or the police, is not a copout. It is best for you and the
customer. Likewise, if a customer won't allow you to help
- "You idiot! I want to talk with someone who actually has
a brain!" - take a deep breath and tell him or her you'll find
someone who can help. Then connect this customer to
someone he or she can work with.
3. DON'T BECOME ANGRY
One of an angry customer's goals may be to get under
your skin, to provoke you to counter-attack. Angry people
feed on your reactions. If you become angry, he or she
will become angrier, no one will be heard and nothing will
be solved. In order to be able to keep your composure,
you'll have to keep a careful check on your own ego and
emotions. This takes practice. However, not becoming
angry sends the messages, "I am not intimidated" and "I
am not afraid of you." And, that message, demonstrated,
not spoken, gives you the advantage - watch your nonverbal behavior.
4. DON'T TAKE IT PERSONALLY
Angry customers are not mad at you personally. They
are angry at a situation they don't like
or have no control over. The anger
may also stem from fear. They are
usually so wrapped up in their
emotions that they often forget that you
are a living, feeling person. Don't take
it personally – don’t become angry
back, don’t cry. Instead, try to refocus
the customer back to the problem - "I'd
like to help you. Please just give me a
chance." Most customers, grudgingly perhaps, will give
you a chance. Instead of internalizing customers' anger,
try to find the cause. There must be a problem.
5. WHAT IS THE PROBLEM & CAUSE?
It's important to identify and understand the
customer's problem, as well as to find out the cause.
Something happened to make the customer angry. A
sincere desire to understand a customer's problem and to
solve it typically turns anger and other negative attitudes
into positive ones. Often, if you can help people to explain
their view of the problem they'll talk out many feelings of
anger or other negative emotions. Saying, "So I can
understand, would you please explain to me what
happened?" encourages the customer to communicate
the problem as they see it. Then, if you'll listen without
interrupting or arguing, their negative emotions will likely
disappear. Be sure to restate the problem back to the
customer. This gives the customer a chance to clarify any
misinformation.
Speaking in the first person, using the "I" pronoun,
also shows empathy..."I hear what you're saying. That's
frustrating for me when that happens", further shows
customers that you hear their problem and understand it.
At times the problem is hidden and doesn't relate to the
customer's anger. Remember, Mrs. Hoover complained
about her grandchild’s crying, but she was really
concerned for her daughter’s health. Or, another
customer may be angry about the cost of service, when
the real issue is concern for how they are going to pay for
it. Just listening non-defensively, helps uncover these
types of problems. Appropriate referrals, such as to your
supervisor, social services or accounting, may be the
solution.
Angry customers often place themselves in a position
where their egos won't allow them to retreat or accept
solutions. Logic goes out the window. Therefore,
everything possible should be done, early on, to
neutralize negative emotions.
Don't debate the issue. Don't
make excuses and don't place
the blame on the customer. It's
also important to admit to any
fault, right away, such as by
saying, "I am so sorry I
couldn’t get to you quicker."
Don't put the responsibility of the problem or its cause
and cure on the customer - "Many patients and families
have been waiting much longer than you. You’re not the
only people here. I wish customers could learn some
patience.” That's a sure way to increase customers'
anger, as well as dissatisfaction.
Problems can have positive or negative consequences.
They can cause customers to become angry and
unhappy and leave your medical facility or, with
appropriate interactions, they can build stronger
relationships. There are no bad customers. Some,
however, take a little more knowledge, skill patience and
practice, such as those customers who become angry.
Growing Up With Us, Inc.
PO Box 481810 • Charlotte, NC • 28269
Phone: (919) 489-1238 Fax: (919) 321-0789
Editor-in-Chief: Mary M. Dunlap MAEd, RN
E-mail: [email protected]
Website: www.growingupwithus.com
GUWU Testing Center
www.growingupwithus.com/quiztaker/
Copyright © 2010 Growing Up With Us, Inc. All rights reserved.
Page 2 of 4
Name:_____________________________________________________
Date:___________________________________
Employee ID#:____________________________________________
Unit:____________________________________
POPULATION/AGE-SPECIFIC EDUCATION POST TEST
PERSONAL GROWTH...
A Newsletter for All Staff
November 2010
Competency: Demonstrates Age-Specific Competency by correctly answering 9 out of
10 questions related to Dealing with Difficult People... Angry Customers.
DEALING WITH DIFFICULT PEOPLE… ANGRY CUSTOMERS
You decide to clean a patient's room while she is in surgery. In the hallway, when her husband, Mr.
Ramsey, sees you gathering your equipment, his face becomes red, he scowls and points his finger
at you and yells, "This room has been filthy all week! You think you’re going to clean it now?” He then
stomps down the hallway, mumbling, "Why her? Why does she have inoperable cancer?"
1. Mr. Ramsey is most likely:
a.
b.
c.
d.
a man with a demanding and rude personality.
ventilating anger at his wife’s condition.
a man who doesn't understand the hospital routine.
a trouble-maker who staff should avoid.
2. It is appropriate to:
a.
b.
c.
d.
tell Mr. Ramsey to be quiet, reminding him that he is in a hospital.
yell back, telling him to keep his voice down.
ask Mr. Ramsey to step in a private area with you.
just walk away from the situation.
3. If it’s not your role to help Mr. Ramsey, it’s correct to just ignore him and continue on with your
work.
a. True
b. False
4. Angry customers' problems may be hidden. Therefore, being non-defensive and listening is helpful
to uncover them.
a. True
b. False
Copyright © 2010 Growing Up With Us, Inc. All rights reserved.
Page 3 of 4
Name:_____________________________________________________
Date:___________________________________
Employee ID#:____________________________________________
Unit:____________________________________
POPULATION/AGE-SPECIFIC EDUCATION POST TEST
PERSONAL GROWTH...
A Newsletter for All Staff
DEALING WITH DIFFICULT PEOPLE… ANGRY CUSTOMERS
5. It is appropriate to interrupt angry customers whenever you feel the need to.
a. True
b. False
6. A terrific way to weaken a customer's anger is to:
a.
b.
c.
d.
defend your actions.
listen.
explain hospital policy.
avoid eye contact.
7. Mr. Ramsey's anger may be able to be turned into a more positive attitude if:
a.
b.
c.
d.
a true desire to understand the problem is shown to him.
he is sent to customer relations, since they're responsible for problems.
he is able to see his wife as soon as possible.
the hospital’s policy is calmly explained to him.
8. Mr. Ramsey probably knows, deep down, that he:
a.
b.
c.
d.
can intimidate staff.
is acting in an irrational manner.
is being defensive.
is in control, especially if you remain calm.
9. If Mr. Ramsey uses foul language that is offensive to you, it is appropriate to:
a.
b.
c.
d.
call the police.
ask him to refrain from using such language.
use exactly the same foul language back to him.
refuse to talk to him.
10. An angry patient, such as Mr. Ramsey, is personally mad at you.
a. True
b. False
Copyright © 2010 Growing Up With Us, Inc. All rights reserved.
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