Economy of Energy Sun, Nov 29, 2015
Happy Monday, Everybody!
I hope you all had fun on your Thanksgiving break. Let's do our best to drag our bloated holiday physiques into the glory of the coming week!
Due to the sheer order volume we'll be receiving, we'll likely be getting quite a few guest service tickets to accompany our traffic. Addressing them all can start to wear on you, and it can become tempting to be short with people, especially if they're rude or disagreeable. However, since we are burdened with the great and noble purpose of being the BEST GUEST SERVICE GURUS IN THE WHOLE WIDE WORLD, we can't afford to take the low road.
When we're handling an upset guest, it's never a good idea to meet hostility with hostility. If a guest is agitated, it's likely that they already feel slighted in some way. Jumping down their throat does nothing to help that attitude. Whether their negative perception is accurate or not is irrelevant. I'll say that again, because it's important. It does not matter if you are right and they are wrong. If the guest has come to the table spoiling for a fight, there's absolutely no reason to give them one. The strategy to employ here falls into a branch of tactics law enforcement calls "de-escalation." Here are a few key points, paraphrased for our use:
-Show undivided attention. Everyone wants to be heard. If the guest feels as though you are paying attention to them, they feel important, validated, and more likely to compromise.
-Be nonjudgmental. Let them speak their piece, even if it seems unreasonable to you. There's nothing more hurtful than being dismissed as crazy.
-Focus on feelings. Demonstrate to the guest that you empathize with their situation and their emotions as a person.
-Clarify messages. If you're unsure what the guest wants, don't hesitate to politely ask for clarification. Making hasty assumptions is a sure way to come to a misunderstanding.
If a guest comes rushing in with negative energy, turn it aside instead of meeting it head on. It'll save both you and the guest a great deal of stress.