In January 2025, during an important NFL Wild Card round game, AJ Green, the All-Pro wide receiver for the Philadelphia Eagles, was caught on TV cameras reading a book while sitting on the sideline during the game. The clip went viral, generating plenty of opinions from fans around the country. Many were wondering why this elite athlete wasn’t paying attention to the game, with some calling his actions disrespectful. But the fans, and broadcasters, didn’t know this wasn’t the first time. In fact, Green had been reading the book on the sidelines during every game.
In response to reporter questions after the game, Green said, “It gives me a sense of peace. It’s a book that I bring every game. My teammates call it “the recipe”. It’s how I refresh every drive. The game is 90% mental and 10% physical for me.” Green said one part of the book, Inner Excellence by Jim Murphy, that he reads every game says, “In the pursuit of extraordinary performance, it’s easy to succumb to anxiety and pressure, because so much is out of your control. When you learn to live a life that is fully engaged, however, then you can perform your best and love the challenge. Every performance, presentation, or problem you face is an opportunity to learn and grow and vividly experience each moment.”
Hopefully, as an automotive service professional, your customers aren’t trying to tackle you to the ground. But they may get upset for a wide variety of reasons, some legitimate and others not so much. A customer may have just had the worst day of their life, and that frustration or pain is being directed towards you. Or perhaps a customer’s anger is justified because of poor service or communication relating to their experience at your facility. Working directly with customers can be very challenging, but especially when you work with such an expensive and important item in their life like their personal vehicle.
Working in the automotive service industry can be a very challenging job. Not only do you have to deal with complex vehicle issues and tight deadlines, parts availability, and fluctuating market price changes, but you also must interact with unpredictable human beings as customers. Dealing with angry customers is an inevitable part of the job, but it doesn't mean that it has to take a toll on your mental well-being. Like the recipe AJ Green found, here are a few strategies to help you deal with how your customers feel, and how you feel, during and after a difficult interaction.
First, it's essential to understand why customers get angry or frustrated in the first place. Usually, it's because they have a problem that needs to be solved, and they feel like they are not being heard or understood. It could also be due to miscommunication or a lack of clarity on both ends. As customer service professionals, it's our responsibility to empathize with the customer and understand their perspective. Rather than taking their anger personally, try to see the situation from their point of view.
Here are a few tips for managing stress when dealing with angry customers:
Stay calm and listen actively: The first step when dealing with an angry customer is to remain calm and listen actively. This means giving the customer your undivided attention, acknowledging their frustration, and letting them vent without interruption. Remember to stay calm even if the customer becomes aggressive or uses profanity. Most often, the problem isn’t about you, it’s about their situation and feelings.
Show empathy: Empathy is crucial in diffusing a tense situation with an angry customer. Put yourself in their shoes and try to understand their feelings. Use phrases like "I can understand how frustrating that must be for you" or "I'm sorry you're having this experience" to show that you care about their concerns.
Apologize sincerely: A sincere apology can go a long way in calming down an angry customer. Even if the problem was not directly caused by you, apologize for the inconvenience they have faced and assure them that you will do your best to resolve the issue.
Listen actively: Listen to what the customer has to say without interrupting or getting defensive. Let them fully explain their problem and show that you are listening by nodding and making eye contact.
Repeat back and clarify: To ensure that you understand the issue correctly, repeat back what the customer has said in your own words. This shows that you are actively listening and also gives them a chance to clarify any misunderstandings.
Offer a solution: After understanding the issue, offer a solution or options for resolving it. If possible, give the customer a few different options so they feel like they have some control in the situation. Feeling the autonomy to make the decision that is best for them, even if it is among only a few fixed options, will help the customer to feel that they are retaking control of the outcome of their situation.
Analyze and improve: Lastly, take time to analyze any recurring issues or trends that may be affecting multiple customers. This can help identify areas for improvement and prevent similar problems from happening in the future. Regularly assessing and improving your customer service process can lead to better overall satisfaction and loyalty from your customers.
It is important to remember that handling customer complaints effectively not only benefits the individual customer but also has a larger impact on your overall business. Satisfied customers are more likely to become repeat customers and recommend your business to others. On the other hand, dissatisfied customers can quickly spread negative word-of-mouth and damage your reputation. Effective complaint handling is an ongoing process and requires continuous effort to maintain high levels of customer satisfaction. It also presents an opportunity for you to learn and grow from any mistakes or issues that may arise. Handling these difficult situations well can also help to lower your stress and improve your satisfaction at work.
There’s another section of the Inner Excellence book that can really make a difference in not letting upset customers negatively impact your personal happiness or well-being. It reads, “You are not happy or sad because of your circumstances, but rather because of what you think about your circumstances.” He continues that the people with the greatest happiness and fulfillment in their lives are those who do not get mentally trapped by circumstances they cannot control. He suggests we keep in mind two things: 1) all things in life are to teach me and help me – it’s all working for my good, and 2) the problem is not the problem, the problem is the way you are thinking about it. As we learn to not get personally offended by any frustration or anger directed from upset customers and think about the experience as another teaching moment in life, we will find greater peace and happiness regardless of our current situation. It seems to work for the recently crowned Super Bowl champ AJ Green.
For more information contact our customer success team at (801) 492-9900 or email us at info@autonettv.com.
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