I am a speaker for a financial services professionals organization presenting a Conflict Management Workshop. I have been doing my pre-presentation interviews and I am amazed and some of the things financial professionals have to put up with.
Let's face it, dealing with the public can be challenging because people can be idiots when it comes to money. Apparently, even smart people do dumb things. The problem is that many people lack a sense of humility and instead lash out at their financial services professional.
When I asked these financial professionals what they say when someone loses it, many responded by saying, Stay calm. What is the worst thing you can say to someone who is upset? Well, it is best not to roll your eyes and say, It's not my fault that you are an idiot. These are both triggers for more emotional instability and customer outrage.
Here are some of the steps we discuss in the conflict management workshop:
Keep your perspective. The idiot customer will be gone in a moment. Be efficient and you may be able to expedite that departure!
Take a deep breath. Maintain an even tone of voice and stay calm. When you get upset, idiots will get even more outraged.
Smile. Even an idiot will have a hard time yelling at someone with a big grin. Smiling shows you are in control of the situation.
The customer is always right, even when he is not. Focusing on your customer's mistake or stupidity will not solve the problem. Taking ownership and figuring out how to rectify the problem will make sure it won't happen again.
Acknowledge that you are listening. Idiots aren't used to having the floor because most people have learned to tune them out. If you take the time to slow down and understand the culprit, you will have a better chance of finding a good solution.
I love being a speaker for the financial services professionals because I used to be one. I worked at a bank for over 3 years and can relate to some of the crazy customers they deal with.
Find out more conflict managment workshop tips here