‘LEAPS’ Method Can Help With Emotional Customers

Because of the critical role that financial aid plays in many students’ ability to afford higher education, concerns related to this aid occasionally can lead to heated emotions. As a result, financial-aid administrators often must deal with emotional customers. USA Funds^® University suggests using the LEAPS method in dealing with emotional customers.

Listen. When people are upset, they need to feel as though they are being heard. By politely listening to emotional customers and allowing them to vent their frustrations, you help to diffuse some of the anger they are feeling and show that you genuinely want to help.

Empathize. Show emotional customers that you understand and share their emotions, thoughts and feelings. By empathizing with customers and letting them know that you’re on their side, you can calm emotional situations.

Apologize. If your office made an error, take responsibility on behalf of the staff and apologize for the mistake. Even if your office was not at fault, you can begin to regain emotional customers’ confidence by saying, “I’m sorry that you feel that way,” or “I’m sorry this has been so hard on you.”

Positive attitude. Keeping a positive tone and demeanor can help emotional customers relax, because it helps convey that you are open to helping find solutions to their problems.

Solve. Your ultimate goal should be to solve the problem. Even if you can't meet the customer’s exact demands, you may be able to reach a compromise that will calm the customer.

“Dealing With Emotional Customers” was part of the USA Funds University summer-2005 webcast series. For information about upcoming USA Funds University training opportunities, including a webcast series starting Dec. 6, visit USA Funds’ online-learning Web site.