Page 24 - Event Volunteer Information Booklet
P. 24
Dealing with difficult customers
Most people attending events are there to enjoy themselves.
Sometimes things go wrong
Inform your Team Leader of Event
First and foremost - listen. Do not Manager.
try to talk over the customer or You do not have to deal with
argue with them. Let the customer difficult situations on your own,
have their say. As you listen, take remember to inform your Team
the opportunity to build rapport Leader or designated person
with the customer.
Build rapport through empathy -
Lower your voice- If the customer
Put yourself in the customer's
gets louder, start speaking more
shoes. Echo back the source of
slowly and in a lower tone. Your
their frustration and show that you
calm demeanour will reflect on
understand their position and
them and will help them to settle
situation. If you can identify with a
down.
customer's issue, it will help calm
them down.
Never take it personally - Always
stick to the issue at hand and do Never get angry or upset - If
not get personal, even if the the customer is swearing or
customer does. Remember that the being verbally abusive, take a
customer doesn't know you and deep breath and continue as if
they're just venting frustration at you didn't hear them.
you. Guide the conversation back Responding in kind will not
to the issue and how you intend to solve anything, and it will
resolve it, try to ignore personal usually escalate the situation in
comments a negative direction. Instead,
remind the customer that you are
there to help them
23
