Springfield RiverHawks

Step 1: It actually starts with you and how you handle your own anger.

Remember, no matter how many personal problems you have, work can be the "get away" place so you don't have to think about them for a while. When you walk through the front door of your property it should be "show time,"--forget about all those personal things.

Step 2: Learn to recognize those "anger signals." Body language will tell you a lot. If you can perfect one communication skill, learning to "read" people will be your greatest tool for success in your career.

Step 3: Maintain your composure--never escalate to their level. The louder they get, the softer you should get. Don't fuel the fire by getting angry too. You must keep your cool. Try and make residents comfortable.

Step 4: Take copious notes. Not only is it documentation of your conversation, but it shows you really are listening. In fact, if it is a serious conversation, sign it yourself and have the resident sign it, and then give him or her a copy. By putting it in writing there can never be that misunderstanding of "he said, she said."

Step 5: Try and find the "root" problem. Remember it's not always this situation that is really troubling the person. It could be something else, and you are just the person they are taking it out on. If they have had a day like you had, it could be the "straw that breaks the camel's back."

Step 6: Reassure them with an apology. "I'm so sorry" or "I certainly can understand why you are upset," goes a long way to defuse a situation. No matter who is at fault or why it happened, you can only go forward to correct the problem at this point, hopefully regaining the customer's trust again. After all, he or she is not going away, and you will be dealing with him or her again.

Step 7: Get the information to the appropriate management levels-fast. Know your authority level and never promise something you can't deliver. The customer is counting on you because you were the one they spoke with. Never just "pawn off" the problem. Take the responsibility yourself to make sure this situation gets resolved.

Step 8: Follow up by phoning and sending a note to check if the solution was to the resident's satisfaction. This is where we really drop the ball. This is the final step to ensure the problem is, indeed, resolved, and the customer is satisfied with the result, bringing closure to the situation.