Communication For Difficult Customers

 In Difficult Behaviour

Communication with difficult customers


coursedetailsAlthough the customer may always be right, that doesn’t make them all easy to work with. Customers can be quite demanding, as anyone who has ever worked in customer services will tell you. But, it’s important to manage customers if you want your business to survive. It is essential to have well-trained staff that can deal with difficult customers and resolve complaints.

It’s not easy for many of us to deal with unhappy clients or angry customers as part of our jobs. If we are able to communicate clearly and effectively, we might be able save the client’s feelings. We may even be able to have a stronger relationship with our client than before.

It is important to deal with difficult customers professionally. You can overcome difficult situations with grace and professionalism by learning how to keep calm under pressure. You might get angry if you feel your client is unreasonable. This is especially true if they are unfairly criticising your organisation or you. You can learn anger management skills to stay calm in such situations.

Effective customer service is key to retaining customers. It is important that you can deal with difficult customers. This is a great way to turn a negative situation into something positive. It can also encourage customers to advocate your brand and products because of the way you dealt with their frustrations and situation. Customers who are more difficult may feel more impressed by your interaction than customers who have not had as many interactions with you.

Different types of difficult customers

  • Anger
  • Indecisive
  • Demanding
  • Important

There are difficult customers in every business. Although difficult clients are part and parcel of business, there are some tips that can help you turn them into a profit. These difficult customers can be dealt with, however, there are solutions. It is important to recognise them early and to use the right communication style to please them. These grumps can be transformed into greats.

How to communicate with difficult customers

Step 1 – Let angry customers vent

Trust me, this is the most difficult part. It’s not that bad, but it’s important. Let angry customers vent their frustrations, but here’s the important part: Give them your complete attention. You should allow them to vent their anger in one breath. Then, you can concentrate on the solution.

Step 2: Send a prompt reply

What can you do to help a client who is difficult? Time. It is important to resolve any issues that clients raise immediately. This validates the client. While you don’t accept blame (and it’s best to not say sorry at this stage), you are building trust from the beginning.

Step 3 – Empathise with others and apologise

Show empathy to the client, regardless of whether their grievances were justified. First, apologise if they are justified. If the client is not right, apologise and offer a solution. This will make your client more open to what you have to offer. Remember to treat any mistakes as learning opportunities.

Step 4: Respond as though all your customers are watching.

Assume that you are speaking to both the customer and the audience. This perspective shift can help you think clearly and provide emotional support if the customer is verbally abusive. Unruly customers can become a negative referral. This mindset will help you to do your best to calmly address their concerns.

Step 5 – Remain calm.

It’s important to stress this because it is so easy to make mistakes. It’s easy to get upset when a customer emails you or calls you shouting at you. You need to take a moment to listen and understand what the customer is saying. Most customers will tell you that they are frustrated or struggling with your product or service. Accept that everyone has moments of weakness and is human. Don’t take the customer’s anger personally.

Step 6 – Practice Active Listening.

Instead of trying to soothe and deescalate, listening actively will help you to determine what is causing the customer’s anger. By listening to their angry words and responding quickly, you’ll be able solve the problem and make them happy again.

Step 7: Assess their needs

Customer service can be delivered in a number of ways. One way is to get to know each customer. It will be easier to resolve customer issues quickly if you take the time to get to know them. You should let the customer know that your company will address their concerns.

Step 8 – Find a solution

Sometimes it is helpful to just ask customers what they want. This will help you find satisfactory solutions quickly. This is a good option if you aren’t sure what actions will help a customer. You can help them name their ideal solution to make sure you meet their expectations.

Step 9 – Be helpful above all else

Customers want to do more than just learn about your product. Customers have family or work goals they want to achieve. Remember that customers live outside of your time with you. Customers experience more stress from everyday life.

Step 10: When the worst happens, fire a difficult client

Even if you follow all the above steps, sometimes things don’t get better between you and your client. Prioritise your clients list so you can focus on those who will bring in the most revenue and are the easiest to work for. You can free up space and increase your bottom line by getting rid of clients on the “D- and E-list”.


It can be difficult to deal with difficult customers. If you manage the situation well, it may be possible to improve your relationship and open up new opportunities. Listen to your partner’s problems and complaints and don’t try to solve them immediately. Your body language should communicate this empathy and understanding. Learn more by clicking one of our links or join a tailored training session for your team.

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