Everyone in the business community understands the importance of good customer service. Especially in high stress situations, the level of customer service can define the image of a company in a customer’s mind. However, providing good customer service in high stress situations is often as difficult as it is important. As crime scene cleanup technicians, my employees are dealing with crime victims and trauma survivors, often immediately after the event and in the midst of first responders. Below are some insights from years of field work that ABT uses remain professional even in the midst of chaos.
- Remain Calm At All Costs – Emotion is contagious and extreme emotions such as panic, anger, and excitement are even more contagious. One panicked individual can quickly turn into a mob scene if not handled correctly. This may seem obvious but employees, even technicians working in the field, are in a position of implied authority. Therefore, it is necessary for them to remain calm when tensions are high. One way to do this is to focus on your goal. Instruct employees not to be distracted by their surroundings. While it is important to be aware of all that’s going on around you, assess it in terms of your goal.
- Single Someone Out – Mob mentality is the result of individuals surrendering their individual identity to the crowd. As a member of a large group, no one individual feels a sense of responsibility or of control. Train employees to engage people individually, making eye contact and identifying them verbally. Not only does this keep people from following along with the reactions of others around them, it helps to create a feeling of security. Whether we are talking to our clients, other family members, or neighbors at the scene, we try to identify them and address them by name.
- Recognize That It’s Not Personal – When dealing with people who are upset or angry you often become a target of their frustration. Regardless of your role in the situation people can, and do, become argumentative. I remind employees to keep in mind that even when someone is reacting aggressively that this is business. It’s not personal. Whatever the cause of their attitude, responding in kind is never going to help the situation. Even I have had to excuse myself from situations and return after tempers have cooled.
- Move To A Quiet Place – When at all possible, it is best to move away from commotion. Beyond the general distraction and the background noise, a high level of activity creates an underlying current of tension. This is simple common sense and a widely utilized customer service practice. For example, in a busy airport supervisors or security will ask people to step to the side. This is especially true when doing crime scene cleanup. The actions of police and EMT serve as a visual reminder of recent trauma. If we can escort our clients away from the scene, preferably a comfortable room, we are better able to discuss what needs to be done.
I founded Advanced Bio Treatment largely because I saw people who were crime victims or trauma survivors and their families being treated rudely or brusquely by other crime scene cleanup companies. I recognized a very real need for compassionate service. This is just as true in every industry. Proper training can go a long way towards preventing a difficult situation becoming worse. Every business owner should prepare their employees for that moment when emotions are running high and it is up to them to deliver the kind of customer service your company wants to be known for.
By Jerry Turner
President, Advanced Bio Treatment
www.advancedbio-treatment.com
About Advanced Bio Treatment
Advanced Bio Treatment is a bio hazard response company specializing in crime scene cleanup services including bio-hazard cleanup, suicide cleanup, urine, feces and odor cleanup, hoarding cleanup, trauma and accident cleanup. Our technicians are trained and certified and we maintain strict adherence to applicable OSHA rules and regulations as well as our own code of safe practices. Our API Worksafe testing ensures the safety of our workers, the public, and of you and your family. Founded by Jerry Turner, a former police officer and insurance agent, Advanced Bio Treatment is dedicated to professional, caring and competent service.
