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موضوع این پادکست How to deal with difficult customers هست و برای زبان آموزان سطح متوسطه به بالا مناسبه.

This is the one minute how to:
How to deal with difficult customers.

George: Hello, everyone. This is George your host. On this show, we’ve got Terry rich & she’s going to explain to us how to deal with difficult customers. Terry, can you first tell us a little something about yourself?

Terry: Hi, George, I’m glad to be back. I am a writer, but that is not what I do for a living. Much to my dismay. I have been in customer service for most of my life in one fashion or another. So this topic kinda suits me well.

George: Okay, Terry, would you like to set things up for us first.

Terry: No matter who you are or what type of work you do at one time or another, you’re more than likely to have had to deal with a difficult, angry, or even manipulative customer. This process is usually infuriating, frustrating and extremely time consuming. Well, it often seems that we are at the mercy of the unpleasant customers, that’s not really true. Simply by learning and implementing diffusing skills and keeping the mindset that helps you become immune to the insults and attacks difficult customers can make, you can significantly reduce the frustrations caused in these situations while still offering good customer service.

George: Okay? If you’re ready then you’ve got sixty seconds.

Terry: The most common reaction people have to nasty or abusive people is to feel out of control or even manipulated. This phrase is the most important to remember and even memorize if you can: I will not allow this difficult, unpleasant person to make me upset, angry or frustrated. I will not allow this person to ruin my day or make me unhappy because this person is not important enough to control my life or my actions.
Be clear about your goals when facing a nasty customer and reassure them that you are trying to help them. Get past the fighting unless you want more unpleasantness.

Here’s a couple of goals you can work towards in a very short amount of time:

I want to deal with this professionally.

I want to end this nasty interaction as quickly as possible, which means not adding fuel to the fire.

George: Is there more to this defusing mindset?

Terry: Yes, in my line of work with lots of employees stuck with dealing with angry, difficult or even hostile customers, the one thing that sticks out is how successful employees think. They take a fundamental positive position when this customer is gone. I want to look back at the way I acted, regardless of how it turned out and say with pride, I acted professionally, constructively and did not stoop to a childish level of the unpleasant customer.

George: Terry, is there anything else you’d like to talk about?

Terry: George, thanks again for having me on the shell.  I’ve listened to all three hundred plus of them. And I have certainly learned something new every time. As you know, customer service is my day job, but I find that it inspires me on so many levels to keep my hobbies going. Anyone interested can visit Little Reds Riding Hood over and lrwh.us and find out all about when I’m writing this week and or next week.

George: Terry thanks so much for being on. I appreciate it.

Terry: Keep doing the great job that you do, George and I’ll keep listening. Love the shows and I hope to chat with you again soon.

اگه دوست دارین پادکست‌های بیشتری در اختیارتون باشه و بتونین زبانتون رو باهاشون تقویت کنین، روی پادکست آموزش انگلیسی کلیک نمایید.