5 methods to help you deal with confrontational customers

As you know, we stock a superior range of security systems at Guard Patrol Products, our solutions are designed to improve the efficiency of security personnel as they go about their duties.

Security Guards face numerous challenges at work, they are often required to handle confrontational situations but can you imagine how you would cope if you were placed in this position?

Most of us have to deal with some type of confrontation in our lifetime, how you handle the situation can affect the outcome. This next blog offers a few practical situations if you are faced with a confrontational customer at work, use these ideas if you find yourself in the middle of an aggressive situation.

1. Keep cool

Try to remain as calm as possible if you are approached by an angry person.  If this is a customer they have a grievance and it won’t help matters if you blow your top in return. Take a cool, calm and collected approach, you don’t want to appear aloof, just be diplomatic and understanding, this should help the other person to calm down.

2. Find out what the problem is

Speak to the client. Try to find out what their grievance is and try to understand their needs. They could have a valid point. See it from their point of view, tell them you understand their concerns and as calmly as possible aim to resolve or get to the bottom of the problem.

3. Let them speak

Don’t try to cut a person off in mid-rant, let them have their say and show you are listening to their concerns. People calm down quicker when they realise they are being listened to, let them speak and make a mental note of everything they are saying.

4. Ask relevant questions

As well as listening to the customer ask appropriate questions so you have all the facts in front of you before you take the matter further. Ask a few well-placed questions, this shows you are listening and you are genuinely concerned, once you have the facts, prepare a response.

5. Apologise and give positive feedback

If the customer has a legitimate cause for complaint a quick apology on behalf of the company will quickly defuse the situation. Give them something positive to take away from the situation. If you can’t deal with the complaint straight away take their details and tell them the situation will be handled swiftly and they’ll be hearing back from the company within a set timescale.

Be firm but fair during a confrontational situation. Stay in control and keep an even temperament at all times, a little tact and diplomacy goes a long way!