If you’ve ever dealt with drama involving a member, you know it’s usually because the member is upset about something. Most likely the problem isn’t your fault, but now you have no choice but to deal with it. Unfortunately, this is going to happen from time to time. Here are 4 tips for the next time you have to deal with a difficult member.
Let them vent and listen carefully
Sometimes the member just needs to blow off some steam. Something happened, someone rubbed them the wrong way, and they want a chance to complain. If you allow your member to have their say, this will often subdue them. You may not agree with everything they have to say, but it’s important that you listen so they know that you understand their problem. Whatever the issue, make sure they know that their voice was heard. You may not be able to solve the problem, but you can be supportive.
Let them know you care
Listening well is critical, and giving positive feedback is also important. You can show empathy through body language and eye contact. If you repeat back some of things you hear, you’ll reassure the member that their opinion is being considered.
No matter how upset a member is, always keep calm. It’s far too easy to let a customer’s intensity rub off on you, so be mindful of this if the conversation starts to escalate. Your calm demeanor can have a similar effect on the member. By keeping your cool, you can help ease the tension.
Fix it quick
If the member’s issue is something you can fix, get it done quickly. The faster you solve their issue, the quicker the member will be satisfied. At this point, not only have you fixed their problem, but you’ve done it with exceptional service, which may even turn your disgruntled member into a happy one.