Page 20 - CSCF Document

We talked about the problems that he faced and the delayed response on PUB’s end. He continued to
scold me for another 45 minutes… It was very loud, sometimes a bit abusive. For a few hours, I just
sat there and received the scolding because I was the most senior officer. I didn’t feel angry because
there was no point in being angry. We were in the wrong as we did not attend to the case promptly,
which led to the customer escalating the issue.

So I treated him very fairly. I maintained my cool. I gave him a smile, nodded my head and received his
scolding. Because one of the techniques that you need when handling difficult situations, especially
when customers are angry, is to let them vent their frustrations. Then, it would be your chance to talk.
I take it as an opportunity to listen to their feedback and digest them. Once you digest the feedback,
you would know better the root problems, and to solve them. Turning adversity into opportunity is
the trick! So, I let my customers scold me. Once they are done, I apologise, speak politely, apologise
on PUB’s behalf, and then ask, “Why not we do it this way?

– An officer sharing on the techniques he uses to deal
with angry customers and manages stress

I keep telling my staff, we do not have to feel threatened if he writes to MP. We do not have to be
intimidated by such things. You can continue to talk nicely and politely to the customer but you don’t
need to oblige to an unreasonable request. You can speak respectfully to the customer and forward the
case to a senior officer. He will manage it from there, without creating extra work.

– An officer who coached staff to help them cope with
difficult situations, and how to serve with authority