How Security Officers Should Handle Angry Customers

We all have to respond to angry customer complaints from time to time. To be able to handle these complaints effectively is an important skill. Here are some tips that might help.

Are they angry? It's takes time for them to calm down. Scientists say that it takes about 20 minutes for someone to cool down if they are really angry. That's how long it takes for the adrenalin to be flushed out of their system. It is important to remember that during the first few minutes of talking to an angry customer there is a physical process going on that has nothing to do with us. Our job is to weather the storm in a professional manner.

Listen to the entire complaint! Don't jump in with any extended comments right at the beginning. Let the person tell their whole story. If we start to talk and they interrupt us, we stop talking talking and let them continue. They will eventually get to the end of their story and will give us a chance to respond.

Our first comment is the most important. First summarize what they said in one sentence. For example we can say "So what you're saying is that....". Let the person know you heard what they said. This is half the battle in customer service.

Make an empathetic statement. For example you can say, "If I were in your position, I'm sure I would feel the same way". This expression of empathy assures the customer that their feelings are valid. At this point in the conversation it is important not to talk about who is right or wrong.

Gather the facts. The next step is to write down the facts of the complaint...and do it in detail. By the time you get to this point, the customer will be calming down. Once we have gathered the facts, we can move forward with finding a solution.

Call them back with our response. This gives us time to find an answer to their problem. This also gives the customer time to calm down further. If we let them have their say and we have been empathetic, the customer will give us the time to find some answers. Here's where we get to the nuts and bolts of problem solving. Our goal is to solve the problem if we can. Even if it is not our job!

Lastly, a complaint is a golden opportunity! Whenever the phone rings and it is a complaint, don't wince! Rather we should consider it a wonderful opportunity to surprise the customer with our outstanding service.

David is the founder of Oates Security, LLC in Atlanta, GA. He retired from the military after serving 20 years as a linguist proficient in Chinese, German, and Czech. He also worked closely with the National Security Agency and the National Reconnaissance Organization on various projects. He can be reached at david@oatessecurity.com

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