How to help your staff deal with angry members

Have you noticed how ticked off people are lately? You see it everywhere. In restaurants. In stores. In traffic. People are just more and more grumpy.

The reality is the current landscape of our society is changing. Emotions are at an all-time high for negativity. According to a recent study, 95% of emotions people are talking about are anxiety, stress and fear. Emotions have never been this bad.

And your front-line employees are having to deal with those negative emotions every day.

“Dealing with angry members is something no one likes to face, but everyone does eventually,” says Taylor Wells, On the Mark Strategies Experience Director. “The best way to deal with angry members is to do everything in your power in advance to ensure there are as few situations like that as possible. The best way to ensure that is to proactively train staff to provide amazing member experiences for every member, every time.”


continue reading »