Customer's have rights to express their opinions

Leader of the British National Party, Nick Griffin's, controversial appearance on BBC's Question Time was a great lesson for all of us in front line customer service who have to deal with difficult or opinionated customers.

Every time Nick opened his mouth, he was shouted down by people who didn't want to listen to him.  If he had been allowed to finish his sentences we might all have learnt more and been able to form better opinions regarding his beliefs. (I personally think he would have buried himself, instead the real views of the BNP are still a mystery to many)

In front line customer service we often hear things we don't like; for example, when customers criticise us, or get things obviously wrong and then blame us.  If we can learn to LISTEN to these things without butting in or reacting in a negative way we will be better able to respond with a positive frame of mind.

Next time a customer expresses an opinion that you don't agree with, take a deep breath and keep listening.  Don't interrupt.