Communication with Difficult customers
Communication with difficult customers
A company’s ability to provide quality customer care and deal with difficult customers is often what sets it apart from its competitors. Your patience and skills will be tested, especially when dealing with angry customers. It’s time to pass this test with flying colors.
Customer loyalty is becoming more important with the increasing number of digital disruptions in the retail industry. It is essential to build an emotional connection with customers in today’s digital age. They will take the right steps to correct their mistakes and help customers when they make them.
Good customer service is a key factor in a company’s success. Customers will return to businesses that treat them with respect and address their concerns promptly. It is important to be able to handle difficult customers whether you are stocking shelves, at the register or on the floor.
Different types of difficult customers
- Angry Customers
- Impatient Customers
- Customer Demands
- Know-It All Customers
- Customers who are unable to decide
Active listening is the best way to deal with difficult customers.
It doesn’t mean that you have to act robotically or lack emotion. If you are in a similar situation, you can empathise with the person and understand their feelings. Empathy is possible once you understand how the customer feels.
Customers will often give up breadcrumbs to get what they want. When someone is discussing numbers with you they will be looking for data-based answers. You may find it easier to give a direct answer that talks about process and not math.
How to communicate with difficult customers
1. Instead of focusing on your emotions, focus on facts.
We can become angry and upset when a customer is not being nice to us. These emotions can change the way we communicate with customers and disrupt their experience. This hostile reaction is usually caused by our emotional responses to what we hear.
In most cases, you will need to listen to the client’s venting. You want to hear the client’s concerns and then listen. To fully understand your customer’s problem, you must first listen.
However, this doesn’t mean that you should take any abuse from customers. However, it does not mean that you should lose your cool while customers voice their grievances. Allowing clients to vent can make them feel heard and also allow you to collect vital information. You can then engage in active listening after they have finished.
2. Accept your anger, but remain calm.
Customers are people with feelings. Anger is a natural emotion. Sometimes it’s OK to get angry. Customers will often vent their anger to the person opposite of the problem, rather than the problem.
Accept the emotion and channel it towards the problem, not the person. It’s tempting to give in to it. It can be tempting to apologise for any inconveniences or regrets. These common phrases never make anger disappear.
Don’t promise anything unless you fully understand the problem. Find the root cause of your customer’s difficulty. If they are openly sharing their concerns and you can see that they are mad or trying to be difficult, it is time to dig deeper to find out why.
3. Provide options for solving the problem.
- Ask for their approval and try to empathise.
- Reach the stage where they understand your issue.
- Take stock of the situation and create a game plan.
- Tell your customer what your approach will be for the remainder of the call.
- Tell them how you can help.
- Discuss what you can expect from a resolution.
- Give details about the people involved and how they are likely to reach the customer.
- If you have a time frame, share it. But don’t forget to mention the consequences.
4. Your response should be sincere
Be clear and sincere when necessary. Customers who aren’t familiar with your options will appreciate your honesty.
It is not a good idea to discuss how your concern has made a difference. This information should be shared with sincerity. Tell them where their feedback went and how it prevented the problem from happening again. This will improve customer relations and make customers feel more grateful.
5. Do not switch customer service channels.
Switching customer service channels to your advantage is not something that anyone likes. You create friction in the customer experience by forcing customers to switch channels. If someone is unhappy with their experience, forcing them into one channel will only increase their frustration.
This can be avoided by investing in a unified communication solution. Unified communications let your team members support customers across channels. All customer information and past interactions are viewed by the same source.
Digital solutions also make it simple to share links. Customers can access multiple levels of assistance in one interaction. You can send a link or email to a support article by text message.
It is simple, but effective, to make it easier for customers to select their support channel.
6. Your support team is your best friend.
Once you have a clear understanding of the customer’s problem, they will be eager to find a solution. They will demand resolution faster if they are angry.
Do not promise them anything just to get them off the line. Failure to keep your promises does not solve the problem. It only delays it. The unhappy customer will be even more frustrated.
Instead, open your support software and get help from behind the desk. Get experts on the case and create a solution. You should share all relevant information with them and be their only point of contact.
Keeping calm allows you to focus on the question and the goal, rather than taking the customer’s frustration personally. Customer service teams will have the best chance of success if they practice staying calm. This helps people find common ground. You’ll be able to listen and understand what they are going through, as well as resolve their problems.
It can be easier to find a solution by explaining the information in several ways. To make it easier for customers to take control of the resolution process, they will be more likely follow the steps. It’s important to remember, while you think about this, that the customer should be the driving force of the entire help process.