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By Adele Meyer
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We’ve heard all the common
stress management techniques—take a warm bath, go for a walk, count to
10 or meditate for half an hour. While they may work well at home, a
bubble bath is rarely an option when you are at work. So here are some
suggestions that customer service oriented retailers can use to reduce
workday stress: |
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Know your options.
Stress is the result of feeling that you aren’t in control of the
situation. To counter that, know your options for common situations that
may occur in your store. Decide which circumstances would warrant a
refund. Know what other resale and thrift shops accept so you have a
referral for the supplier that you just can’t please. Would a discount
or gift
certificate on a future purchase work in some cases? Once you have some
options in place, you’ll have more control and less stress.
Don’t take it personally!
If someone has a problem with an item they purchased or, more likely,
one you can’t accept, don’t make it your personal problem. If the
customer is angry or verbally abusive, remember that their emotions are
directed at the situation you are associated with, not with you. When
the customer leaves, dust yourself off and realize that it wasn’t about
you... it was business!
Network... network... network!
As NARTS members you
have a built in support team of industry peers who understand what you
face each day. Phone or email a peer... vent a little (or a lot) on the
message boards - in addition to support you’ll probably even get a
little sympathy. If you haven’t established a rapport with any of your
peers start now... attend a meeting, use Ask A Mentor or become active
on the message boards. Start a breakfast club with local resale shop
owners... you can vent once a month over pancakes.
Empathize with the customer.
Next time a customer gets on your last nerve, instead of anger, try to
empathize with them. Look at the situation from their point of view. If
that doesn’t work you can always try sympathy for the person who has
nothing better to do in life than attack you over a minor incident. You
can make a choice about the attitude you’ll have toward a customer.
Just ask!
When you have an irate customer in front of you or on the phone, it can
be stressful just trying to figure out they really want. Unhappy
customers often know exactly what outcome they’d like to see before they
even contact you. Most customers won’t make unreasonable demands, but
even if you can’t satisfy their request you at least have a starting
point for working out a compromise. So don’t try to second guess them...
just ask!
Make small talk.
Dealing with difficult customers can skyrocket your stress level because
the problem at hand is all you are focusing on. Some friendly banter,
while trying to solve the problem, can ease the pressure and may help
relax the customer a little... hopefully making them more open to
possible solutions.
A little praise goes a long way.
Interject a positive comment every once in a while. Let them know that
they are a valued customer or supplier. Thank them for bringing the
problem to your attention.
Use the "Columbo" technique.
Remember Columbo, the TV detective? He always seemed so nonthreatening
when he asked questions trying to solve the mystery. Pretend you’re
Columbo and ask your customer for help in understanding their viewpoint.
This technique makes them part of the solution and thereby reduce the
stress associated with it.
If all else fails, retreat to a
relaxing bubble bath when you get home!
Adele
Meyer, NARTS Executive Director, has over three decades of resale
experience.
 
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